There seems to be an ever growing list of Complaint Aggregators that capture complaints about your products or services on their sites. Trying to keep up with these ever widening set of sites is a challenge for many organizations and needs to be part of any customer satisfaction and complaint management strategies
Some examples you may know about and some maybe new to you. Thanks to this site, where I picked up some of the content of this post.
Started in a few US cities but expanded quickly. Yelp captures good and bad comments about local businesses. It has applications that work on smart phones such as iPhones and Blackberries, so complaints can be registered anywhere at any time, right after a bad experience.
As the name suggests, it is literally a complaints board where customers can post their complaints and receive feedback from other customers in relation to their issue. Readers of the website are able to vote on whether they agree with the complaint or not. Complaints Board seems aggregate complaints worldwide. View Site
Complaint Community is a UK based website, but likely to expand. Unlike most websites, it publicizes that it has a complaint regarding a company on Twitter, so somewhat forcing an organization into dealing with the complaint on its site. It allows customers and companies to discuss the issue through its private messaging system. It also targets businesses. I has a suite of customer-built tools to help organizations successfully manage their customer complaints (on their site) and on social media. View Site
This takes a different approach then some the other sites featured in this post, as Get Satisfaction accepts praise, product improvement ideas and also acts as a knowledge base. Get Satisfaction can mislead a customer into thinking that they are on the website of the organization he or she is writing about. The page looks, acts and feels like the organization they are gathering information for. The only indication of the fact that this is not the company website is a small notification in the corner (in 9 pt text) and a single mention of the word ‘unofficial’ at the top of the page. View Site.
Customers are able to post their feedback online and companies are able to respond to the customer complaint. The interface is functional but the site looks outdated (in my opinion) compared with others on this list. View Site
This site is a cross between a blog and a complaints forum. It has been going for over ten years and has had over 8 billion visitors during that time. Visitors are able to post their issues online, not just about bad experiences but also about fraudulent activity, such as phishing and telephone slamming. It has a huge index at the bottom of the first page called Top Rip-off Links. There are a few copycat sites with using rip-off in the name. View Site
Customer Service Scoreboard
Customers are able to post both, positive and negative comments about a company and this then produces a ratings scoreboard for the company in question. Unlike most of the other sites, this site does not allow companies to engage with the unhappy customers and assist in resolving their problem. View Site
Plebble allows both negative and positive feedback of organizations in the UK to be posted online, with a smiley based ratings system (with an angry devil signifying the worst). As well as the comments section, it has interesting statistics posted alongside the company profile which allows readers to see the customer ratings trend etc. Plebble also brings in customer feedback from other sites such as ReviewCentre.com. View Site
This site allows customers to post both traditional written posts as well as video. Somewhat like Get Satisfaction, it allows customers to ‘create a support ticket’ to a company, Get Satisfaction has some indication that this site is not official and that the company is not engaged at the top right of its site but MeasuredUp does not and could increase further customer dissatisfaction. Customers think they are entering a real support ticket with a company and will be dissatisfied with the lack of response. Measured Up is clearly trying to get vendors and organizations to work with them ON THEIR SITE. View Site
This sites slogan is “Tell the world. Be heard”, which as discussed above is the fundamental principle of this genre of websites. An interesting design of this website is that it uses sub-domains, i.e. brandname.pissedconsumer.com and this enables it to do very well on search engines. Companies are unable to engage with customers to resolve their issue, following a complaint made about them. They seem to collect complaints worldwide. View Site
Home Stars allows customers of home renovators to rate the home improver they used and provide feedback on the nature and quality of work that was done and services provided. HomeStars is in 297 cities in Canada and the US.
In some of these sites, you get to claim your page on the aggregators site. In others, you get to comment on complaints or compliments made by customers. Some don’t allow any participation by vendors. Some are trying to acts as your portal. There are many many more of these sites and their spin offs. (with similar names)
Add Complaint aggregators to your list of web sites to monitor. Having tools to help find mentions of your product, service, company name or key executives is becoming a business necessity. Monitoring tools are also expanding at an enormous rate. Here are just a few monitoring tools to consider. I am sure the list has grown.
Feel free to comment about how or if you are tracking / monitoring or dealing with Complaint aggregators and any monitoring tools or techniques you use to track and act on this information in the comments section below.