Most of the user reviews - by the same people?

Discussion in 'TW Questions/Comments' started by maxpotapov, Sep 18, 2012.

  1. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine
    I read a lot of user reviews and I can say many if not most of them are written or edited professionally. I can tell by a lot of recurring words, phrases, logic, style, spellchecking etc etc. Looks like marketing/PR people are doing their job and there is only so much variation one person can incorporate into a fake review.

    I understand, that real users rarely post reviews, especially positive ones, but it is becoming frustratingly useless to read user reviews under racquets description.

    Anybody else noticed that?
     
    #1
  2. db10s

    db10s Hall of Fame

    Joined:
    May 14, 2012
    Messages:
    1,973
    Location:
    S. FL/Maine
    Maybe TW edits out the spelling errors, but replaces it with the same exact word, just spelled correctly. I've seen my fair share of negative reviews. Read some of the Tourna Grip ones, lots of people complain about durability. Ok, its not a racket; but so what.
     
    #2
  3. Bartelby

    Bartelby G.O.A.T.

    Joined:
    Nov 14, 2005
    Messages:
    12,361
    Supposedly users with a positive experience are more likely to write something and more likely to write it soon after purchase, so they're in full 'honeymoon' mode.
     
    #3
  4. Bobby Jr

    Bobby Jr Legend

    Joined:
    Jul 5, 2010
    Messages:
    7,338
    I agree with the OP. I was looking at string reviews recently and it struck me how often some seemed like slightly edited version of each other.
     
    #4
  5. Cup8489

    Cup8489 Legend

    Joined:
    Jun 26, 2007
    Messages:
    9,190
    Location:
    Silvis, IL
    This. 10reviews
     
    #5
  6. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine
    No, people are usually too lazy to go back to the website and post a positive review since they made a purchase. Not so with negative reviews, as in the case with above mentioned Tourna Grips.
    Different people spell differently, even when they type ;)

    Also, people who do search engine optimization are often responsible for creating content witn all the right words in it, including "user reviews".
     
    Last edited: Sep 18, 2012
    #6
  7. Hi I'm Ray

    Hi I'm Ray Hall of Fame

    Joined:
    Feb 26, 2010
    Messages:
    1,504
    I post my reviews under the TW user review section (on the boards they'll likely get buried in two days) and they show up. People tend to copy each other. I noticed that under the PDRGT reviews a lot of reviewers were copying each other in saying that it is a beast of a racket, or it's beastly, or something lame like that. Same in other subjects like photography - ppl copy each other and started saying sharp lenses were "tack sharp."
     
    Last edited: Sep 18, 2012
    #7
  8. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine
    There is a relatively easy way to fix this and encourage real user activity:
    in few weeks after a person made a purchase send an email asking for a feedback on some or all the items. Include list of product names with hyperlinks to the respective feedback forms. You can ask permission to send such letter in advance, when person is placing order: "Would you provide a feedback for the products purchased? If so, we will send you feedback form in a few weeks, or visit our website any time, thank you!"

    If this generates enough user activity, then fabricated reviews will become irrelevant.
     
    #8
  9. scotus

    scotus Legend

    Joined:
    Jul 5, 2005
    Messages:
    7,531
    I wonder who "Anon" is.

    This guy seems to have used and reviewed virtually all racquets out there.
     
    #9
  10. KineticChain

    KineticChain Professional

    Joined:
    Feb 26, 2012
    Messages:
    1,063
    hmm.. yea reminds me of all that mail that has "return to Sender" on it. Who is this "Sender"? And, what is he doing with other people's mail?
     
    #10
  11. Bartelby

    Bartelby G.O.A.T.

    Joined:
    Nov 14, 2005
    Messages:
    12,361
    I'm sure the research favours the view I've recounted.



     
    #11
  12. sansaephanh

    sansaephanh Professional

    Joined:
    Apr 13, 2009
    Messages:
    1,166
    Location:
    Oakland
    I don't think too many people would go about posting a fake review. But I also said gangnam style wouldn't get popular.
     
    #12
  13. Vcore89

    Vcore89 Hall of Fame

    Joined:
    Aug 27, 2012
    Messages:
    1,902
    Location:
    The synapse
    User reviews are authentic at least to my knowledge. Strings and racquets to mention 2. The same people wrote those? Um, I don't think so (at least not the ones I have posted). Some are lackadaisically written, others are verbose but the point is people posting here might write differently altogether.
     
    #13
  14. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine
    Which research?
    On positive vs negative reviews user activity? Would be interesting to see.

    My own experience shows, that from the tiny fraction of people who will ever post any feedback, negative are more motivated to do so. With the better product of course there will be mostly positive reviews.

    This does not apply to people who do this to socialize (like forum members). But why would they ever do this anonymously?
     
    #14
  15. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine

    Right, unless they are paid to do so. There is quite an industry of SEO and using social networks for marketing and political campaigns.
     
    #15
  16. diredesire

    diredesire Super Moderator

    Joined:
    Mar 16, 2004
    Messages:
    6,705
    I'm going to move this to TW Q&C, as this really doesn't belong here, and there are some good ideas that staff can implement.
     
    #16
  17. PKfan1

    PKfan1 Semi-Pro

    Joined:
    Jul 13, 2012
    Messages:
    430
    Location:
    Atlanta
    My book for marketing class says that people are twice as likely to give negative reviews than positive. Being upset is the driving force to give a neg. review. For most people if they are content with a product they just get on with their lives.

    In regards to TW customer reviews, I have written 6 or 7 customer feedbacks, probably 50:50 good: bad and everyone of them was posted verbatim. So personally I think TW is pretty honest with the customer feedback.
     
    #17
  18. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine
    TW is impartial in this regard as their business is to move boxes (they are just a warehouse, right?).
    But manufacturers have to fight for consumer attention to their products and brands and for search result rankings.
    TW is top search result for any tennis brand, so it's a platform to exploit for SEO and marketing people. Especially when the product is underrated and does not have huge following, like some Dunlop racquets for instance (from the top of my head).
    And this will only get worse as marketing budgets shift towards social networks and user generated content. So what I suggest is to encourage real customer feedback for TW to further develop as not just a "warehouse", but a useful resource and vibrant tennis community.

     
    Last edited: Sep 19, 2012
    #18
  19. Rozroz

    Rozroz Legend

    Joined:
    Nov 12, 2011
    Messages:
    9,208
    i also noticed there are many positive feedback replies on this forum that are from "new users" on various products (mostly products that need more "support").
    this will just going to get out of hand unless moderators and TW selling site will come up with a way to filter pre-paid repliers.
     
    #19
  20. Bartelby

    Bartelby G.O.A.T.

    Joined:
    Nov 14, 2005
    Messages:
    12,361
    You would expect negative, but the reality is that if people have got a consumer complaint they'll take it direct to the company.

    The feedback is probably already biased toward people who have had a positive buying experience and that's why stuff is mainly positive.

    Moreover, the feedback is about the racquet and not the purchase so confirmation bias operates.

    I like Wilson racquets, I like Wilson grips, I like Federer and I bought a Wilson because what ive read and heard is great so you are going to want to like it.




     
    Last edited: Sep 19, 2012
    #20
  21. Vlad_C

    Vlad_C Semi-Pro

    Joined:
    Jun 28, 2012
    Messages:
    460
    Location:
    Canada
    I think the reviews are biased towards the positive for two reasons:

    1. - Major companies hire guys with nothing better to do to promote their brands online (not just tennis companies, just in general.) You can be certain that those guys post here, and submit positive reviews on a regular basis.

    This is just a reality, and is not a complaint to Tennis Warehouse - they have no way of limiting this practice, so nobody's blaming them. On the contrary, I respect them for their fairness in posting ALL reviews, including the negative ones, even though they might hurt their sales.

    2. - Actual users who have a negative experience might be reluctant to blame the product for their problems, so they hold off from posting a review.
    (like in: I can't hit a half-decent backhand with this lousy racquet. But then again, I could never really hit a decent backhand to begin with.
    or: My arm is falling off after hitting with Luxilon for the past few days. But everyone online says that Luxilon is the best thing since sliced bread, so maybe it's just me that sucks and can't play with it.)
     
    #21
  22. maxpotapov

    maxpotapov Hall of Fame

    Joined:
    Feb 19, 2009
    Messages:
    2,519
    Location:
    Ukraine
    1. It's not about complaints on a faulty/poor quality product, it's a different subject. It's about user experience which always has its positives and negatives
    2. It's not about objectivity of the user reviews. Of course everybody is naturally biased, unless your business depends on objectivity of your reviews (if you are RSI editor for example).
    3. It's not even about positive or negative feedback. Most important thing is, growing number of customers read "user reviews" before they make decision, so they understand the value of "honest opinion" and are more open to share their own experience after they make a purchase. They only need to be reminded/encouraged to do that, and it's not too much to ask from TW programmers.

    As an example, look how it's done at major electronics retailer, Newegg.com
    "Verified Owners" is an elegant way to sort user reviews out. I don't recall how they encourage people to provide feedback though, and how they verify ownership, but it's not too complicated to set up one way or another. I think I suggested the easiest way.
     
    Last edited: Sep 19, 2012
    #22
  23. TW Staff

    TW Staff Administrator

    Joined:
    Jan 21, 2004
    Messages:
    24,127
    Location:
    Tennis-Warehouse.com
    To everyone,

    All of our user reviews come through our web editing department, where they are then edited for spelling and grammatical errors. We also will omit some words and sentences that we find offensive. However, we would never edit in any way the overall message or content of the review. You can be confident that any review you read in the user review section is the opinion of the user, 100%, and they are only edited for spelling and grammar to make them easier to read.

    Andy, TW
     
    #23
  24. diredesire

    diredesire Super Moderator

    Joined:
    Mar 16, 2004
    Messages:
    6,705
    This probably explanes why my revues are alway postd verbatum. My speling and gramer are excelent.

    Edit: Thanks for the response, Andy. I'd toss the idea of "please review" e-mails around, though, that's actually not a bad idea, if you're able to do it in a tasteful way that isn't annoying, that is...
     
    Last edited: Sep 19, 2012
    #24
  25. TW Staff

    TW Staff Administrator

    Joined:
    Jan 21, 2004
    Messages:
    24,127
    Location:
    Tennis-Warehouse.com

    Anon is short for Anonymous. We use this when a person decides not to include their name with their review.


    Brittany, TW
     
    #25
  26. mikeler

    mikeler G.O.A.T.

    Joined:
    Sep 26, 2008
    Messages:
    19,554
    Location:
    Central Florida

    There is a guy named Anon in Orlando. Seriously. So how can I distinguish him from an anonymous user?
     
    #26
  27. TW Staff

    TW Staff Administrator

    Joined:
    Jan 21, 2004
    Messages:
    24,127
    Location:
    Tennis-Warehouse.com

    Hmm, that is tough. Maybe he should go by "The Real Anon."


    :)

    Brittany, TW
     
    #27
  28. jorel

    jorel Hall of Fame

    Joined:
    Feb 20, 2004
    Messages:
    2,488
    will the real anon please stand up
     
    #28
  29. mikeler

    mikeler G.O.A.T.

    Joined:
    Sep 26, 2008
    Messages:
    19,554
    Location:
    Central Florida

    Poor Anon. I knew his name would catch up to him eventually. :)
     
    #29
  30. Kevin T

    Kevin T Professional

    Joined:
    Feb 21, 2004
    Messages:
    1,417
    Location:
    Too far from the Blue Ridge
    I've wondered this myself. The dude has also reviewed a ton of racquets over at racquetball warehouse. Guy knows his racquet sports. :)
     
    #30
  31. db10s

    db10s Hall of Fame

    Joined:
    May 14, 2012
    Messages:
    1,973
    Location:
    S. FL/Maine
    TW, thanks for confirming what I thought.
     
    #31
  32. scotus

    scotus Legend

    Joined:
    Jul 5, 2005
    Messages:
    7,531
    Perhaps if TW uses the full word "Anonymous", we wouldn't confuse it with people named Anon
     
    #32
  33. r2473

    r2473 Legend

    Joined:
    Aug 14, 2006
    Messages:
    6,966
    Or Bill

    ....
     
    #33

Share This Page