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Scott Patrick Carson on How Third-Party Review Platforms Keep Businesses Accountable

Friday, January 10, 2020 1:56

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Scott Patrick Carson on How Third-Party Review Platforms Keep Businesses Accountable

Despite its saturated presence in today’s discourse, the concept of customer service (as it’s now understood) is relatively modern. As little as 30 to 40 years ago, consumers had very little information, leverage, or true power when making purchase decisions.

Back then, companies decided at their own discretion whether or not to address issues and complaints and consumers were often on their own to deal with the repercussions of unsatisfactory services and products. This lack of accountability gave companies an unfettered advantage in all transactions, allowing them to often take advantage of (and even scam) consumers with little to no repercussions.

Thankfully, that hazard-laden, ambiguous landscape has changed over the years, adapting into a more consumer-friendly terrain with improved business practices. CEO and founder of MRP.io Scott Patrick Carson attributes this largely to the brilliant innovation of third-party review sites, which have improved the overall transaction climate by creating a platform for accountability, feedback, and business improvement.

How Third-Party Review Sites Changed the Business World

Business practices changed forever in the early 1990s with the popularized use of the internet.

Previous to its invention, peer-to-peer information exchanges (such as product and service recommendations) were limited to an individual’s immediate social circle—the innovation of the internet gave that circle an undefined scope, making it possible for anyone to publicly share their thoughts and opinions with the rest of the world.

It was only a matter of time until the world’s very first third-party review site cropped up. Epinions was established in 1999 and allowed users to read new and old reviews about a variety of products in an effort to help consumers make more informed purchase decisions. It was found massively useful and became ultimately very successful. By 2000, we had today’s well-known review giant TripAdvisor; 4 years later Yelp appeared to steal the spotlight.

Together, these sites (and others like them) allowed consumers to review products and services based on star ratings, helpfulness measures, and other metrics. In addition to providing consumers a platform to voice their experiences, it also gave consumers increased awareness and discretion in regards to how (and where) they chose to spend their money.

With the help of review sites, consumers could browse restaurant critiques, view photos of various dishes, and perhaps select their meal based on crowd-sourced recommendations before even walking in the establishment’s front door. By giving consumers access to product and service reviews, these sites transformed the very fiber of how consumers make decisions.

Benefits of Third-Party Review Sites

Since that transformation, there’s no going back. Most of us check reviews before doing anything from getting an oil change to scheduling a haircut. Now, there are third-party rating sites for everything from airports to massage parlors, and they’re changing how consumers make even the smallest decisions. This, in turn, has had a lasting impact on business practices across the board.

According to Scott Patrick Carson, these changes are largely due to the fact that third-party review sites hold businesses accountable in a way not otherwise possible, ultimately allowing companies to implement more informed, higher-quality business practices.

This is happening externally (on the consumer side) as well as internally. Third-party rating sites like Glassdoor, for example, allow employees to anonymously and honestly rate their employers based on how they treat their staff. These platforms create transparency and hold businesses accountable for treating their staff and team members well—not just their customers.

Of course, many business owners detest third-party review sites, arguing that they unfairly open up their companies for harassment, slander, and undo judgement. However, statistics show that these sites have improved the business transaction landscape across the board— even from the seller’s standpoint.

Despite their backlash in the business world, third-party review sites hold priceless benefits for companies as well as the customers they serve. As pointed out by Scott Patrick Carson, these sites give business owners the valuable opportunity to gather and analyze feedback from customers which, twenty years ago, would have otherwise gone unsaid. Companies that are truly invested in their consumer’s needs and dedicated to continually improving business practices recognize these sites for what they truly are: a gold mine of useful information.

In short, Scott Patrick Carson highlights that third-party review sites are valuable and beneficial across the board; they keep businesses accountable, give consumers leverage and protection, and provide invested companies the feedback they need to improve their practices and more efficiently meet their customers’ ever-changing needs.

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