Last July, I posted A Worldline Review on this blog. Frankly, it was in response to a negative review that was posted online about us that we considered unfair. The basic point of the post was, for every negative review, we receive a ton more positive, yet it’s only ones trashing us that draw traffic. The old squeaky wheel thing.
Since then that particular post gets read a bunch of times every day from folks looking for a Worldline review.
And it still receives comments all the time. Like this morning for a fella named George:
You say 72% of viewers believe what they read?
I think in your case the viewers maybe right as for every good review I read there is at least 10 bad ones?
I have found over the past 10 yrs. online reviews I have scouted have been 90% accurate & for this reason will not pursue your company for our business!
Negative reviews are simply going to happen. Google “iPhone sucks” and you’re get 69-million responses. What we know is, if a company is not listening to its negative reviews, they’re shooting themselves in your foot.
Here’s my response to George:
Hey there George, thanks for the feedback. This Worldline Review column was posted almost 8 months ago, yet it still is read a bunch of times every single day by Canadians looking for an alternative to ISP’s like Bell or Rogers. That’s very cool because it’s proving that more and more Canadians are finally coming to the realization that they don’t have to take it anymore and are looking for alternatives – like Worldline.
That said, you can trust me on this one, we pay attention to all our reviews a lot closer that you do. Although your numbers are off, (our positive reviews far outnumber the negative ones), we actually appreciate our negative reviews.
Why? Not because we’re masochists, it’s because we learn from them. The feedback from our customers, especially the ones that are having issues, provides us with the information we need to make Worldline better, to improve our processes and as a result, provide better service to our customers.
That’s what we’re all about. Providing the best possible service we can, and we’re very proud of what we do, (and if I do say so myself, justifiably so).
There are a handful of negative reviews that stand out – some do for years – however for a bunch of those cases, their anger was caused because we cut off their service. No need to get into the “why,” but they ranted and that’s just a part of doing business.
There are a number out there however that were completely justified. Those people had legitimate service complaints because we were letting them down in some way. Here’s the thing though George; we most likely fixed what was wrong when they posted their complaint and they are still with us (our churn rate is the best in the industry), or we were unable to provide them the service they were looking for because, well, we simply couldn’t.
It’s unfortunate when that happens, but, for example 99.9% of our Internet service tickets are due to legacy infrastructure issues, meaning some folks live in places where getting broadband Internet is a dodgy prospect at best and regardless of who their provider is, their service would still be, by most standards, sub-par.
(There’s good news for those people, the federal budget just allocated billions to broadband infrastructure so those cases will become rarer and rarer in the future.)
George, Worldline is growing at an almost exponential rate, and the reason for almost half of that amazing expansion is due to our existing customers referring their friends and family to us.
Ask yourself, would you refer a friend or a family member to a service that sucks?
Those are the reviews we treasure, and rely on most.
All that said, of course no company is perfect. We still screw up from time to time. How we’re trying to be different is, we’re dedicating ourselves to be the most customer-focused ISP in the country, period.
We are on a mission and that is to be the choice for Canadians for their telecom needs not just because we have Unlimited Internet and Long Distance at a fair price; but because we are single best company in the country to work with. We want them to ask themselves, “why would I be with anyone else?”
This “why” is what we’re all about in 2014.
George, if you have any questions, please give our customer service people a shout. They’ll be happy to hook you up with the Worldline service that best fits your needs, and we’ll do our very best to be the best Internet and home phone service provider you’ve ever had.