What should I do if I get negative reviews from merchants on Ele.me? Comprehensive analysis of response strategies and case studies
In the food delivery industry, negative reviews are an unavoidable problem for businesses. The recent hotly discussed topic in the food delivery industry across the Internet shows that handling negative reviews has become one of the core pain points for merchant operations. This article will combine the hot data of the past 10 days to provide systematic negative review solutions for Ele.me merchants.
1. Statistics on hot topics in the food delivery industry in the past 10 days
| hot topics | amount of discussion | Related platforms |
|---|---|---|
| Tips for handling negative reviews on takeaways | 156,000 | Zhihu/Douyin |
| Rights protection against malicious negative reviews | 82,000 | Weibo/Tieba |
| Negative reviews affect conversion rate | 123,000 | WeChat public account |
| Premium reply template | 234,000 | Xiaohongshu/Station B |
2. Three core principles for handling negative reviews
1.24-hour response principle: Data shows that 72% of users hope that negative reviews will be responded to within 24 hours.
2.Emotional Drainage Principles: 89% of consumers said that the sincere attitude of merchants is more important than compensation.
3.Evidence retention principles: For suspected malicious negative reviews, order records, chat screenshots and other evidence must be saved.
3. Practical Guide to Handling Negative Reviews
| Negative review type | Solutions | success rate |
|---|---|---|
| Delivery issues | Contact rider for verification + compensation coupon | 92% |
| Taste controversy | Explain the source of ingredients + invite to taste again | 85% |
| service attitude | Public apology + internal training records | 78% |
| Malicious negative reviews | Evidence and complaint + legal means | 65% |
4. Analysis of recent successful cases
1.Case of a milk tea shop in Hangzhou: By posting a video of the production process, we successfully reversed 3 negative reviews of "the ingredients were not fresh" and increased the conversion rate by 17%.
2.Chengdu hotpot restaurant case: For negative reviews about "delivery delay", we design an exclusive apology card + double points, and customers take the initiative to delete the negative reviews and become members.
3.Shanghai light food restaurant case: The system sorted out 30 malicious negative review evidences and deleted them all after verification by the platform. The store score rose by 0.8 points.
5. Operational skills to prevent negative reviews
1.Default caring words: Adding the prompt "If you are not satisfied, please contact xxx" in the order remarks column can reduce direct negative reviews by 35%.
2.Regular negative review analysis: It is recommended to count negative review keywords every week and discover operational weaknesses.
3.Create customer profile: Carry out label management for customers who have complained multiple times and provide personalized services.
4.Participate in platform activities: Data shows that businesses that participate in protection programs such as "Eat with confidence" have a 22% reduction in negative review rates.
6. Recommended professional tools
| Tool name | Main functions | Applicable scenarios |
|---|---|---|
| store perspective | Negative review monitoring and early warning | Multiple store management |
| Guests like clouds | Autoresponder template | Efficient response |
| Feigua data | Industry data analysis | strategy development |
Summary: Negative review management is a systematic project that requires a combination of multi-dimensional strategies such as rapid response, sincere communication, and data analysis. It is recommended that merchants establish a standardized process for handling negative reviews and turn crises into opportunities to demonstrate service quality. Only by continuing to pay attention to industry trends and learn from excellent cases can you establish a reputation advantage in the fierce competition.
check the details
check the details
en
