The retail industry's online reputation score is worse than auto, hospitality, dining, and real estate, according to Reputation.com.
... [+]At a time when retailers are obsessed with customer experience, a lot of retailers aren’t don’t seem to be paying much attention when a customer complains about a bad experience.created by reputation management firm Reputation.com.
Auto dealers, with the highest average reputation score of 607, had a 69% response rate to negative feedback posted online. Retailers, with an average score of 500, had a response rate of only 2.8%. Responding to reviews, whether positive or negative, is such a powerful customer engagement tool that it is surprising that retailers have such a low response rate, said Claudia Gerbasi, Managing Director, Retail at Reputation.com.
Gerbasi, who staffed the booth at the retail show, said it was a chance to educate retailers about the existence of reviews and comments they weren’t aware existed. In the 2020 retail report, it lists the scores of the 100 top-ranking retailers in the United States. Trader Joe’s ranked No. 1 on this year’s list, with a score of 642, followed closely by The Lego Store at 640.
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