This page is part of a global project to create a better online reviews system. If you want to know more or give your feedback, write at [email protected] and we’ll grab a beer ;)
Users may not have tried the product yet or need some time to reflect. Often, review requests come too soon. Some products take longer to evaluate, and a user’s perspective may change over time (e.g., software might need at least two months of use for a thorough evaluation, though an initial opinion could be formed after one month).
This is often intentional. Businesses know that satisfaction rates tend to decrease over time, as studies have shown $^1$. So, companies aim to get those reviews sooner to achieve higher ratings. This practice enhances the prevalence of low-end products on the market that don’t last as long. Platforms like Amazon or Shein are prime examples.
It’s fair to wait until the user has fully experienced the product before leaving a review.
If a review request arrives during a busy part of their day, users may have other priorities (see “Time sensitivity”). Numerous articles advise businesses on the best time to send review requests, highlighting the importance of timing.
<aside> 💡 Exploration
“Didn’t try the product yet” option. Allow customers to indicate if they haven’t tried the product yet and remind them to review later.
A proposition of design with a “too soon to tell” option
Determine the type of feedback you need. Are you looking for information on the purchasing experience or feedback on the product itself? Timing your request appropriately will yield more relevant responses.
Ask for a review when the user returns to the marketplace/platform. If users return to the marketplace on their own, they might be more inclined to provide feedback. This approach could work well on platforms with frequent use, like Amazon, but may not be suitable for specialized marketplaces where purchases are infrequent. </aside>
$^1$ Dynamic effects of customer experience levels on durable product satisfaction: Price and popularity moderation, Wang et al., 2008
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