Online Review Trends 2024: Brands and Industries with Most Complaints
Today, it's not just a matter of whether consumers read reviews before making a purchase, but rather how many they read. Online review trends and statistics highlight the significant role of customer feedback, which has become an integral part of online purchase decision-making. They help alleviate purchase anxiety as consumers gain more confidence and trust in a brand.
The recent online review trends show that consumers are now more inclined to share honest and comprehensive feedback where they express their experiences and expectations. In such a way, they want to prompt brands to offer more effective and helpful solutions that will meet their customers' needs.
So, what industries and brands have the most customer complaints and why?
Brands Most Complained About in 2024 Online Review Trends
Amazon dominates the list of the most complained brands in the latest online review survey conducted by PissedConsumer.com. Considering that millions of independent sellers are on the platform, it is hardly unexpected that Amazon has a high volume of negative reviews. Yet, according to another online review research, 55% of Amazon sellers receive fewer than 100 reviews, while 45% receive less than 30 monthly customer feedback.
Complaints dominating the sector include poor quality, bad customer experience, false advertising, pricing discrepancies, and cases of scams. Although Amazon has received numerous negative reviews, it still attracts a considerable consumer base that loves its wide selection and competitive pricing.
Complaints dominating the sector include poor quality, bad customer experience, false advertising, pricing discrepancies, and cases of scams. Although Amazon has received numerous negative reviews, it still attracts a considerable consumer base that loves its wide selection and competitive pricing.
Facebook is the second most complained-about brand. Many independent businesses and sellers operate on the platform, making it an international marketplace. It may be one reason for a higher level of online reviews and complaints. The SEJ study shows that 93% of Facebook users are doubtful of fake reviews. Also, reviewers have expressed concerns regarding privacy policies, content moderation, and account-related issues.
eBay rounds out the top three most complained and discussed brands. Consumers have raised concerns regarding various aspects, including interactions between buyers and sellers, the security of their transactions, and the authenticity of products on the platform.
Industries Leading in Consumer Complaints
Besides specific brands, certain industries dominate the consumer complaints trends. According to a recent PissedConsumer survey, auctions and marketplaces lead the line, which is expected since they dominate the online purchases arena. Closely following this is the media, which usually hosts and directs consumers to the brand.
The fashion industry, dating, social networking, and food delivery also feature many complaints. These trends may be associated with consumers' perception of the importance of reviews in certain engagements. Besides, as BrightLocal research indicates, 81% of consumers consider reviews necessary and essential when it comes to financial and legal sectors.
Empowering Customer Experience
Navigating the modern online-oriented world can be hectic. Consumers are bombarded by loads of information, including irresistible ads tailored to match their pain points. Such information makes it harder for them to make sound purchase decisions since not all sales content can be trusted.
Customer reviews help bridge the information gap. They act like word-of-mouth recommendations because they are input from other consumers and reflect their experiences. It is the main reason online review trends keep evolving as more users realize the value of their consumer insights.
