[Survey Report] Over 70% of Negative Reviewers Say They Would Re-evaluate Their Rating Depending on the Store's Response. What are the common traits found in data for turning a crisis into a high-rating opportunity?

IXYAS, Inc., which provides the store marketing SaaS 'STOREPAD,' has published a survey report focusing on how to transform negative customer reviews into high ratings.

This survey was conducted among 198 individuals who had previously posted low ratings (1-2 stars). A key finding was that approximately 70.2% of respondents expressed a willingness to revise their original rating (the number of stars) upward if they received a sincere reply or saw improvement efforts from the store.

Regarding the causes of low ratings, 'staff service and manners' was the top reason at 61.1%, surpassing the quality of products (47.0%). This highlights that customers often prioritize their on-site experience and communication over the product itself. Furthermore, 79.1% of female respondents indicated they would consider changing their rating based on the store's subsequent actions, suggesting that the store's attitude significantly influences perceptions, especially among women.

The report identifies three common factors for turning a crisis into an opportunity: (1) quick and sincere replies, (2) the visualization of concrete improvement promises and their execution, and (3) consideration of the psychological hurdles customers face, such as privacy concerns. It proposes that instead of ignoring bad reviews, engaging with them sincerely can become a powerful marketing tool for building long-term trust and a loyal fan base.