Equipment Company
Case Study

28%

The number of positive reviews has increased

25%

The number of negative anonymous reviews has decreased

3.0

The company's rating continues to grow, starting from 1.9

Testimonials are collected from real customers and continue to be published

Client’s Name

Protected by the Non-Disclosure Agreement

Client’s Niche

Equipment. The company is an industry-leading provider of ignition interlock devices

Type of contract

EBS Basic client 2016 – till now

Project Goals

Decrease

Reduce number of negative anonymous reviews
Improve

Improve number of positive reviews and the company rating
Accelerate

Speed up identifying and matching of consumers’ personal data
Improve

Improve communication process between company and its customers
Reduce

Reduce traffic to their page on PissedConsumer.com

Solutions

Custom review submission form

We optimized the review submission form to encourage customers leave their valid contact information. We activated an additional validation feature to verify the reviewers.
"Testimonial” feature

We asked The Client to cover existing negative reviews with their responses. Activated “testimonial” feature for the client to collect more positive feedback from their customers. Customers were invited to re-rate and mark their reviews as resolved with the “two-way notification” feature.
Custom field and delay of review publication

We added an additional custom field to the review submission form to collect specific information from customers and track it in the Client’s database. Activated review publication delay for the company to be able to address the poster’s issue first and then publish their review along with the company’s rebuttal.
Weekly, bi-weekly and annual reports

The Client received weekly, bi-weekly and annual reports with the reviews’ sentiment analysis as well as his overall performance on PissedConsumer.com.
Customized metadata

We Customized Metadata for the first page of review listing to push the negative content down. The Client covered most of the reviews with their rebuttals which allowed us to block comments section to prevent future negative commenting.

Results

Negative reviews under control

The number of negative anonymous reviews decreased by 25%.

Satisfied customers

The level of customer service satisfaction has significantly improved. The company was able to analyze their performance and take appropriate measures to prevent any future issues their customers faced previously.

Improved performance

Number of positive reviews has increased by 27.7%. We published more than 90 testimonials and the company rating has increased from 1.9 to 3.0.

The number of page views under control

The average number of page views decreased by 68.7% (from 41,659 to 28,613). It means that it was harder to find the Client’s page on Pissed Consumer or as soon as people visited the Client’s page on Pissed Consumer, they understood that the Client was working with customers and strived to resolve their issues

Timely solution to consumer concerns

The Client was able to faster locate their customers and address their concerns before the review even was published.

Testimonial by Company

We chose the package we have based on the priority of helping customers resolve their issues, while also identifying the challenges from an online reputation standpoint when potential customers could be researching our company on various search engines. I would say that we are satisfied with the services that we receive in our current package, and that we use most of the features available… We do like that we can add testimonials to our page, advertisements, and that our rebuttals mask the original review…

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