How Do You Measure Up?
Online reviews are common on companies' product pages, and on third-party sellers' sites, but what about a site created just to handle customer complaints, compliments, and other stories? That's the purpose of MeasuredUp, a customer-service social networking site that allows customers to post comments and allows companies to answer them, or partner with the network to leverage them.
The site is easy to use, intuitive, and already has thousands of customer comments about companies ranging from CitiBank to McDonald's. The reviews are organized by industry, company, or most recent, and they are a real mix of positive and negative comments (unlike many internet sites, which are all negative). Companies are encouraged to participate on the site, commenting on customer reviews and using the site to resolve conflicts. They can also partner with MeasuredUp to share the site's comments on their own webpages.
It's an interesting idea because no single brand owns the reviews. MeasuredUp says in its FAQ that it will not remove negative comments because of pressure from any company. Consumers can feel safe knowing that the reviews are genuine. Once a company chooses to participate and is verified by MeasuredUp, it can respond to "support tickets," which are a private way of engaging with customers who have a very specific problem.
What do you think? Will customer service/support sites become a new trend, and should companies pay attention to what consumers are saying at MeasuredUp?
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