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Phone: 617-227-8800
Email: ByronWhite At WriterAccess.com
Byron White
205 Portland Street
Suite 500
Boston MA 02114

Manipulating Data: Worst Review Is Our Best

May 12th, 2014 by

Analyzing Ratings

We’re proud of our remarkable customer ratings at WriterAccess, with more than 88% of our customers rating us a 9 or 10 out of 10.  But occasionally, we do receive negative ratings, typically from customers who were not able to reap the quality they expected from the order instructions they placed or writer they selected.

We received our first ever 1 out of 10 rating over the weekend. I immediately dove in to read the comment. This is what I found:

I want to keep you my little secret 🙂

It made me think for a minute about rating systems in general. When I’m asked, “How did you hear about us?” I often want to support marketing spend by answering incorrectly, like Google Search Ad or Radio Spot.  But I come to my senses and instead think not of the spend, but the data the marketing manager needs to be successful and lower user acquisition cost by learning which channels to invest in.

Thanks David B for the great comment about WriterAccess.  We’re not quite sure what to do with your 1 out of 10. Do the readers think we should ask him to perhaps better the rating? Or should we leave it as it is and hope for the best?  Looking forward to your feedback.

One Response to “Manipulating Data: Worst Review Is Our Best”

  1. Alan Edwards says:

    I think the rating should stay, but include his comment!

    Great story.

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