Ciovita faking review stats

[The Ouzo]

I'm more shocked that people take the reviews and star ratings on a manufacturers own website, about their own product, as credible

[ChrisF]

2 hours ago, Shebeen said:

...

there's a 3* with a response, but the rest not. So much for "sorting out the issue directly".

 

your move Ciovita, you can always ignore the bikehub, but this thread has just made me ignore your entire review ratings and would only buy something in person.

 

With only 3% of issues .... publish the feedback AND how it was sorted out directly.

 

Nobody is perfect.  It is how you deal with issues that is important.

 

 

A bit of "balance" is healthy for any review platform.

[Danger Dassie]

3 hours ago, SSCC said:

By their own admission they do not post the 1 and 2 star product reviews. Ever. Those reviews never make it onto the website or into the overall product review averages. You may call that “finer semantics” I call it gaming / faking / manipulation the stats in a dishonest way. 

They acknowledged it, with their reasoning, agreeable or not. You originally stated 2/3 star reviews specifically. On top of that, the thread has conflated google/sm reviews. We've seen they do actually have a number of lower review status.
Going by their own statement, objectively they use it is as a form of a ticketing system to deal with complaints/product issues. Ideally, it would be best to keep these up and would be more proactive.
But I'd hardly interpret it as purposely faking stats to be dishonest, otherwise they wouldn't have even bothered commenting. 
That's just my take. 
 

[karma]

Good example: 

"AWESOME BIBS"

2 stars.

"I do not recommend this product"

Clearly Thinus E made an error, so how would the public like these cases to be measured or handled?

[SSCC]

35 minutes ago, Danger Dassie said:

But I'd hardly interpret it as purposely faking stats to be dishonest, otherwise they wouldn't have even bothered commenting. 
That's just my take. 
 

So you’re ok with them blocking 1 and 2 star reviews so they never appear on their website? 
 

try not to conflate dealing with the issue via customer service. That’s a separate question. 

[Ncayi]

41 minutes ago, karma said:

Good example: 

"AWESOME BIBS"

2 stars.

"I do not recommend this product"

Clearly Thinus E made an error, so how would the public like these cases to be measured or handled?

Perhaps like this. One could argue that Carey made a mistake with his/her 2 star rating seeing that their narrative was positive. We can never know if it was a mistake but Decathlon leaves it there in the open for all to see. The custormer then has the agency to discern if the review was fair or not. 

It doesnt matter how you spin it, but cherry picking what reviews you publish (with the exeption of foul language, derogatory remarks etc) is just not a good look.  I am not sure whats worse, doing or doing it, admitting to doing it in public and the defending it.

Ps.

The cycling communty really sucks with PR management but exells in practicing legal but questionable marketing tactics.

Edited June 12 by Ncayi

[i24]

Hmm.

Maybe give them a 5 star review. But in the text state you are only giving them 5 stars so that the review does not get taken down, that you do not recommend the product and that you would not purchase it again ...

 

[Danger Dassie]

48 minutes ago, SSCC said:

So you’re ok with them blocking 1 and 2 star reviews so they never appear on their website? 
 

try not to conflate dealing with the issue via customer service. That’s a separate question. 

Didn't say that at all. Just don't entirely agree with the interpretation. Thought it clear from my post.  

[Shebeen]

1 hour ago, karma said:

Good example: 

"AWESOME BIBS"

2 stars.

"I do not recommend this product"

Clearly Thinus E made an error, so how would the public like these cases to be measured or handled?

that is a great example.

If we go by their statement that 3.6% of their recent reviews are 1*/2**, then the bell curve would have the 203 reviews here to have between 5 and 8 of them  1*/2**. Instead we see a single one that is clearly an error. 

So basically, they get bad reviews, work on them and then maybe post the error ones. They do control the information.

They do make good stuff, I know it's a competitve market but playing the game like this is probably not worthwhile if/when you are found out. It sends a message to me that

Interestingly, for a check I couldn't find a single complaint on hellopeter.

 

 

[Zebra]

38 minutes ago, Shebeen said:

Interestingly, for a check I couldn't find a single complaint on hellopeter.

 

here you go, and it aint great: https://www.hellopeter.com/ciovita

[Barry]

6 minutes ago, Zebra said:

here you go, and it aint great: https://www.hellopeter.com/ciovita

A bit of a bugger when you don't have control of your own reviews.

[Iwan Kemp]

2 hours ago, karma said:

Good example: 

"AWESOME BIBS"

2 stars.

"I do not recommend this product"

Clearly Thinus E made an error, so how would the public like these cases to be measured or handled?

Easy. If the plugin allows you to address genuine bad reviews, then it allows you to address these that were quite clearly an error. So, contact the reviewer, ask them if there where any issues, and if not, if they would mind to update the star rating. Boom. 

7 minutes ago, Zebra said:

here you go, and it aint great: https://www.hellopeter.com/ciovita

To be fair hellopeter is a place people go to moan and companies get charged mega bucks to reply or engage. What it does however show is there are a fair amount of unhappy customers. Add those to the positive reviews from elsewhere and you a more reflective score. 

[karma]

Just now, Iwan Kemp said:

Easy. If the plugin allows you to address genuine bad reviews, then it allows you to address these that were quite clearly an error. So, contact the reviewer, ask them if there where any issues, and if not, if they would mind to update the star rating. Boom. 

Agree, like I said, no skin in the game here, so if there is a clear issue, maybe the mob should report it to "insert regulator name here", it's not going to get resolved on BH...

[peetwindhoek]

3 hours ago, The Ouzo said:

I'm more shocked that people take the reviews and star ratings on a manufacturers own website, about their own product, as credible

^^ this.

To the OP, have you given your review/rating on here? I believe you feel frustrated because you were not heard / a resolution to your satisfaction was not achieved. 

[BaGearA]

Again I'm going to say you can't believe anything and it specifically relates to Hello peter.

 

Yes companies can reply but not currate the reviews , they have to pay fot it tho ....which is how hellopeter makes money.

 

AGAIN look at we buy cars on Hellopeter and tell me hoe long it take to find a duplicate review from a user that's minutes old ....I bet you find one on the first page 

 

Hellopeter don't do anything cause webuycars probably give them hush money. Cause if they didn't that average rating would be -99.9999999%

 

obviously neither will admit to it and its why i said Ciovita aren't being 100% here but they're doing much better than others in this country 

[Duane_Bosch]

Reality check time.

ALL webstores moderate their reviews and feedback. It would be financial suicide not to.

The only one in SA where you're likely to get anything approaching honest reviews is Takealot. Because the stuff they're selling is on consignment so they don't really care which brand of 400 lumen light you buy. Just so long as you buy it from them.

Edited June 12 by Duane_Bosch