Tag Archives: BrightPearl

“Retailers who respond to complaints fare better!” says retail operations software, via OnePoll

Grumbling news now, with the revelation that shoppers complain about things when they’re unhappy, in an article written for the Independent by Grant Bailey:

ONE-THIRD OF UK ONLINE SHOPPERS HAVE POSTED A NEGATIVE REVIEW, SURVEY SAYS

Britain is a nation of online complainers, a study has revealed.

A survey of 2,000 adults found almost one-third of shoppers have left a negative review online.

Of these, seven in 10 have complained online within the last year.

And 76 per cent of those surveyed will also share a negative retail experience with someone else they know to warn them off a particular brand.

Source: Independent, 13th June 2019

On the same day, a it’s-fair-to-call-similar article appeared in the Mirror, written by Grant Bailey:

Britain is a nation of complainers with 33% leaving a negative review online

Britain is a nation of online complainers, a study has revealed.

A survey of 2,000 adults found almost a third of shoppers have left a negative review online.

Of these, seven in 10 have had a moan online within the last year.

And 76 per cent of those surveyed will also share a negative retail experience with someone else they know to warn them off a particular brand.

Source: Mirror, 13th June 2019

Eagle-eyed readers will spot that these two articles are word-for-word the same, and that the by-lined ‘journalist’ in both cases is Grant Bailey – Senior Creative Account Manager for PR company 72 Point. Here’s the original release on the 72 Point website:

This research was brought to you by, as ever, a company with a financial horse in the race:

Derek O’Carroll, CEO of retail operations platform Brightpearl, which commissioned the study, said: “Brits are famously awkward and averse to confrontation and complaining, but, with the rise of so many avenues for customer feedback, from online forms to social media, those habits appear to be changing.

“Consumers have started exercising their right to have a moan when they receive sub-par service – and brands need to start paying closer attention.”

Brightpearl are a retail operations and management software, who advertise their ability to help retailers respond to customers complaints quickly and improve customer relations – which makes sense, given what the spokesperson goes on to say:

The survey found that just 19 per cent of retailers have invested in technology or solutions to help them address the issues that most commonly cause poor feedback and ratings, such as problems with receiving items on time or overly complicated returns.

Derek O’Carroll added: “To help get the most out of online reviews, businesses need to consider solutions which allow them to fulfil the modern expectations of customers – from same-next day delivery options to real-time shipping, hassle-free returns and incredible response times.”

“With a great strategy – and the right technology – in place, firms can focus on generating the positive reviews and ratings which are more likely to capture the attention of today’s online shopper and lead to increased spend and better business.”

Not content with publishing a company’s advert, word for word as it was written by the PR company that company paid, the Mirror even go as far as to include an explicit ad call to action at the bottom of their article:

Those curious to find out more about the impact of the ‘Rise of the Review Culture’ should visit brightpearl.com/rise-of-the-review-culture.