As in any commercial service, online or not, customers are the most important part when it comes to quality of service. To improve the quality of the service, an online site has reviews available: comments given by users.
Each customer may have a different thought from another customer and the reviews are used to collect all opinions to allow the company to improve any problems that may arise.
Let’s consider the “Trivago” site, for example. Trivago is an online platform that helps those who want to book a hotel to find, compare and evaluate the different hotel sites in Italy to facilitate the search for their ideal hotel, giving the possibility to find the most affordable prices. The site only collects reviews of the hotels it promotes, but how can we review the site itself?
Through other sites that specialize in collecting reviews, such as TripAdvisor, Google review or Trustpilot. We analyze the reviews of the Trivago site on Trustpilot. On the site you can see the percentages of the stars in the reviews and read every single review with the response of the site, if it is provided. In the case of Trivago,most of the reviews are either 5 or 1 star. For the positive reviews, Trivago takes care to adequately thank the customer, while for the negative ones, it takes care of clarifying the situation, also advising possible solutions to the problem.
Online services are the services of the future and user reviews are our rating tool. You always have to say your opinion through a review to help both the service and other users at the same time.
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