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And that, in turn, leads either to problem-focused coping” (going directly to the company) or emotion-focused coping” (such as downplaying the severity or, in the case of the one-star reviewers, venting before an online audience). I mention all of this so you won't get the wrong impression when I tell you that if we don't get things under control, these wonderful, omnipresent online reviews could end up ruining the customer experience for us all.
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From what I gathered, they are a marketing company and just like other online services, they have a free service and they have premium services so this sounds reasonable. Then she read the caller all the reviews over the phone. That was the start of angie's list, the rating service that long ago moved online and, more recently, changed its paid subscription model to offer free reviews.
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