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BizReport : Ecommerce archives : August 12, 2015

Majority of U.K. high street retailers provide no way to review service, products

Despite the popularity of reviews among consumers researching products and services online, a recent study has found that nearly 80% of big-ticket retailers on the U.K.'s high streets have no online review mechanism in place.

by Helen Leggatt

Consumers love reviews. Recent research from Reevoo found that websites containing user reviews convert, on average, 3.2 times more sales than those without.

However, according to research by customer experience specialists Aura Corporation, nearly 80% of high street U.K retailers who sell big-ticket items such as furniture, white goods and computers have no system in place for customers to rate or review their customer surface.

"Considering how online retailers like Amazon and eBay are built around their review systems, UK retailers seem to be behind the curve in their digital presence," said Mike Trotman, managing director of Aura "In particular, very few allow customers to rate the service experience - either in-store or online - which is just as important as price to many shoppers."

A third, 33%, do not have a system in place for public reviews of the products they sell. Of those that do, four out of 10 use an in-house system that is not independently verified, making it easier to leave fake reviews.

"Online reviews and five-star ratings systems are commonplace when you buy a car or go on holiday, but for other big consumer expenditures it seems there's a notable lack of opportunity for public commentary," said Trotman. "You might not check reviews before buying a tube of toothpaste, but you'll probably want to before committing hundreds of pounds on a new fridge."

Image via Shutterstock

Tags: ecommerce, reviews

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