Buyer Feedbacks now available for all Trusted Shops members
Online buyers can now provide feedback on transactions, rate online shops in a structured way and leave comments, provided they registered for a Trusted Shops guarantee at checkout. Shopkeepers can use these unbiased buyer feedbacks to learn what customers liked and disliked, identify potential issues and use these insights to improve the shopping experience. Learn more about Trusted Shops Buyer Feedbacks.
Transaction Rating and Seller Rating
A Trusted Shops Buyer Feedback is comprised of two parts: the Transaction Rating and the Seller Rating.
The Transaction Rating captures how the specific online purchase turned out: positive, neutral or negative. The buyer can also leave a brief comment to explain its choice. With the Seller Rating, the buyer can additionally rate the seller in 4 categories : website, delivery, goods and customer service. A star rating with a scale of 1 to 5 is used for each criterion, with 5 stars being the best rating.
Fig 1. Rating form for the online buyer
Buyer Feedbacks in the Trusted Shops System
Buyer feedbacks are currently displayed in the private member area of the Trusted Shops system only, i.e. online merchants view only their own buyer feedbacks and online buyers can view only their own feedbacks via the Trusted Shops system. None of these feedbacks are made public. This will be possible upon explicit request by the online merchant at a later stage.
Online merchants can identify transaction ratings quickly with the smiley icons displayed in the list of their guaranteed transactions (green for positive, yellow for neutral and red for negative rating) in the Trusted Shops system.
Online merchants can also view their seller ratings including the buyer comments as well as the average seller rating which aggregates all seller ratings of the last 12 months. Shopkeepers have the possibility to leave their own comment on a buyer feedback.
Fig 2. List of seller ratings
The Feedback Profile gives an overview of Transaction Ratings and Seller Ratings.
The positive transaction percentage is calculated as the ratio between the number of positive ratings against the sum of positive and negative ratings in the last 12 months. The transaction rating table provides also the breakdown of the transaction ratings of the last 1, 6 and 12 months.
The average seller rating is calculated as the average of all seller ratings in the last 12 months.
Fig 3. Rating profile: summary of ratings provided
Are you Trusted Shops member?
If you are Trusted Shops member, log into the system today and view the ratings of your online shop!
What’s next? The Buyer Feedback Widget
A special a buyer feedback widget will provide the ability to display shop ratings and buyer feedbacks. The Trusted Shops Buyer Feedback package will be available as upgrade to the Trusted Shops membership soon.
Unbiased buyer feedbacks help both online buyers and sellers to increase customer confidence and shopping experience and therefore complement ideally the Trusted Shops Quality Seal.
Fig 4. Example of Buyer Feedback Widget integration
