umab35•1mo ago

Does a 5-star rating really matter if the follow-up support is missing?

I read a post from an operations manager in Dallas who said their CRM vendor had perfect reviews but took 11 days to respond to a billing error. I get that sales demos matter, but if the service after signing is slow, are we just reviewing the pitch instead of the product? Has anyone else chosen a lower-rated provider because their support was actually reachable?

2 comments

2 Comments

jade_grant951mo ago

Restaurant reviews have the same problem, people rave about the appetizers then never mention the waiter disappearing for twenty minutes, and somehow that never makes it into the stars.

flores.tessa29d ago

okay so i used to be one of those people who just glanced at the overall star rating and called it a day, but honestly @jade_grant95 you just opened my eyes. like last month we went to this spot with a 4.8 and the bread was amazing but we literally sat there for 30 minutes after our entrees with empty glasses and no one came by. i never would've known because every review was just about the pasta. now i actually read the comments about service, not just the food talk, and it's wild how many places have that disconnect. it's like people only remember the first bite and forget the rest of the night. maybe it's just me but i'd rather know if i'm gonna be ignored for a whole hour than just get a good appetizer.