'Pissed Consumer' Isn't Always 'Pissed'
The watchdog honors ethical, responsible, caring companies
The customer isn’t always “right” and at times, neither is a business and its people. PissedConsumer.com however wants to celebrate companies who exhibit a strong commitment to customer service improvements and issue resolution, proving that they are dedicated to customer satisfaction.
The watchdog has created an annual Consumers Choice Award, with 20 initial recipients. The company recognizes businesses that honorably, effectively respond to complaints and work on internal processes, based on insights from customer feedback, rewarding commitment to high-level service.
'What we want are successful outcomes for all parties — consumers and companies alike,” says Michael Podolsky, CEO of PissedConsumer.com, a company with 3.6 million online reviews in more than 160 industries.
“We do this by facilitating interactions that bring customer service issues to light while helping company representatives reach out to those customers to resolve concerns. This new annual award rewards companies putting forth that effort.”
Podolsky talks about how effective this examination, honor and award can be for consumers and companies.
“The award is based on the users' opinions shared on our platform. The website allows consumers to post favorable reviews after a satisfactory experience with a company. They can rate the company's service and products and mark their issues as resolved when a business solves their complaints,” he says. “When a business receives high rates from reviewers, it helps them improve an overall rating — and statistics.”
There is a narrowly-defined method for scoring.
“We use an evaluation system with specific criteria, including the quantity and quality of reviews, star ratings, company responsiveness and demonstrated commitment to addressing customer concerns,” Podolsky explains. “The choice of winners is based on data collected from reviews on our website. The approach also involves human and AI moderation processes that ensure transparency and prevent any rating manipulation.”
Credibility has to be present so consumers trust the award and use it as a go-to source.
“Since 2006, PissedConsumer has served as a platform where people can freely voice opinions, read other consumers’ experiences and attract companies’ attention to their concerns. Given the website name, we mostly have negative reviews and we are the strongest in this niche. We act as an independent third-party website that maintains absolute impartiality and does not favor any individual or company,” Podolsky says.
“Our users understand that it is challenging for a company to achieve a high rating on such a review platform. They also know that if our website recognizes a particular business with the Consumers Choice Award, this company must have put in much effort to resolve their customers’ issues and achieve customer satisfaction.”
When asked about whether the company is concerned about any potential gaps or holes in the grading or being reasonable with businesses and also protecting customers, Podolsky was at ease responding.
“We regularly assess and improve the effectiveness of our moderation processes, not only for the award but for the entire platform,” he says. “The developed algorithm demonstrated excellent results with our first-year list of winners. Our team has re-checked the ratings and statistics to ensure a fair and honest evaluation of award nominees.”
Podolsky is confident that the results are clear and accurate.
“This data reflects consumers' thoughts and sentiments about the companies nominated for the award and how effectively these businesses satisfy their customers,” he declares. “In the coming year, we may consider adding more complex parameters to make the algorithm even more precise and strict.”
Podolsky speaks to his vision “ideal” and mission.
“We aim to help consumers and businesses build communication bridges. This award is one of the ways to do that,” he says.
“We want consumers to know that they have the power to influence brands through feedback. This award highlights that consumers' voices matter and that there are brands that not just monitor reviews, but provide solutions to customer concerns and improve their products and services.”
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