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A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party" (London, 1980). It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service.
Customer reviews are a form of customer feedback on electronic commerce and online shopping sites. There are also dedicated review sites, some of which use customer reviews as well as or instead of professional reviews. The reviews may themselves be graded for usefulness or accuracy by other users.
BBB handles complaints from consumers about their marketplace experiences with businesses, and also publishes customer reviews both positive and negative. The organization provides dispute resolution through procedures established by the International Association of Better Business Bureaus, and implemented by local BBBs.
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These sites may use Web 2.0 techniques to gather reviews from site users or may employ professional writers to author reviews on the topic of concern for the site. Early examples of review sites included ConsumerDemocracy.com, Complaints.com, planetfeedback.com, [1] and Epinions.com. [2]
Customer support helps ensure that the products and services that have been provided to the customer meet their expectations. Given an effective and efficient customer support experience, customers tend to be loyal to the organization, which creates a competitive advantage over its competitors.
Customer feedback management (CFM) online services are web applications that allow businesses to manage user suggestions and complaints in a structured fashion. A 2011 study conducted by Aberdeen Group showed that companies using customer feedback management services and social media monitoring have a 15% better customer retention rate.
ConsumerAffairs is an American customer review and consumer news platform that provides information for purchasing decisions around major life changes or milestones. The company's business-facing division provides SaaS that allows brands to manage and analyze review data to improve their products and customer service.