Does Online Reputation Match Offline Reputation?
Online reputation is becoming more and more important for companies to manage. Already this year we’ve seen the problems that Ryan Air caused and other companies continue to make mistakes. But does online reputation match the reputations of companies offline?
For example it tonight on BBC watchdog Two Left Feet www.twoleftfeet.co.uk were the subject of a slating by Nicky Campbell and guest Richard Farleigh for taking orders via their website but not completing orders. Interviews with unhappy customers also revealed that refunds for a failure to deliver were never honored by Two Left Feet.
BBC watchdog clocked up around 500 complaints about Two Left Feet so it seems that the company have a few problems. Is that reflected online? Yes and no.
First of all checking the top 10 search engine results for “two left feet” you get two review sites and and no blog posts about the company. This seems to be due to them sharing their name with a couple of bands and a dancing company.
On www.reviewcentre.com they have knocked up no reviews so far which is surprising considering it’s one of the largest review websites in the UK. www.reviewcentre.com doesn’t show up on some UK serp’s as it’s not 100% geared to the UK marked.
So so far so good. But http://www.dooyoo.co.uk/online-shops/twoleftfeet-co-uk/ reviews of the site are really bad with only 9 out of 53 reviews being 3 star or above. Some of the comments are really negative.
A thread on http://community.babycentre.co.uk/talk/a959975/httpwww.twoleftfeet.co.uk also is negative.
The review on http://www.ciao.co.uk/twoleftfeet_co_uk__Review_5687570 is also negative.
The majority of the complaints seem to be payments taken but no products delivered and then no refunds given afterwards. To add fuel to the fire watchdog reported that two left feet pulled their customer service too.
So it seems in this case that off line activities of Two Left Feet have appeared online. Review websites like Ciao, dooyoo have given consumer the chance to voice their views and experiences of companies.
