17/18 Moo 1, Koh Tao Suratthani, 84360 Thailand         Info @ Big Blue Diving        +66 (0) 77 456 050

BIg Blue News

Trip Advisor has a bug!

 

For many years now all of us here at Big Blue have been very proud of our Trip Advisor status here on Koh Tao. With more reviews than any other business on the island, and more 5 star reviews than the nearest competitor has total reviews, we’ve always been ranked very near the top of the ladder in rankings since the first reviews started trickling in in 2010, when we were still all wearing short pants and had not a single white hair between us!


Love it or hate it, there’s no denying that Trip Advisor/Yelp/Facebook reviews have a lot of value for any business in the service industry. Getting first hand feedback from those who have already experienced the business you’re thinking of frequenting is very handy for the potential customer, and from our own research we have seen that about one quarter of our divers have checked our review before making up their mind to dive with the best dive centre on the whole of Koh Tao – and for this we are very grateful.

 

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Of course, there can be flaws. One of the negative aspects of any site that relies on customer reviews is that anyone can write the review, even if they have never actually experienced any part of the business they are reviewing. This is also always open to abuse from those trying to smear a competitor, or simply by writing praising reviews for their own business to get one over the opposition. We’ve heard many stories of businesses pressuring their divers to leave a 5 star review before they finish their course, offering incentives to those willing to leave a review or simply paying for reviews from one of the many sites online that offer this way of cheating to the top. Famously this year was the story of the chap in London who managed to get his garden shed to rise to No. 1 on the rankings for restaurants in the area, despite it not even existing – it’s worth googling if you didn’t already hear the story, it's incredible how they did it!

 

Anyhow, I’m digressing a little here. The reason we’re all a little upset at the moment is to do with the ranking system employed by Trip Advisor, in which they use some fancy algorithms to determine which are the top scuba diving centres on our lovely tropical island of Koh Tao.
For year now we’ve been in the top 10, where we belong – after all we have the nicest big boats, a great sunset facing dive centre/bar/restaurant and the best damn instructors and divemasters in the whole of Thailand. Then, one night last week everything changed. Dive centres that had been rated in the top ten with us for years, dropped by 10-20 places...we somehow went from (slightly disappointing) 4th place down to 40th! A bad review? Nope. Other dive centres getting more reviews than us? Well, two of the ones that rose above us actually went out of business over a year ago, one of which hasn’t had any reviews for almost 2 years!


After trawling through the Trip Advisor owners forums, it’s turned that this wasn’t an isolated incident, and had in fact happened all over the world.

 

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So what exactly is going on at Trip Advisor HQ?

We found this post from someone who’d noticed in February of this year that a whole chunk of their positive reviews had disappeared, with a lot of other businesses suffering the same fate. An email they received from Trip Advisor regarding this said:


"Hi everyone! Thank you for reporting an issue affecting the reviews of some attraction listings. Unfortunately we have a bug in the system and our engineers are working to solve it as soon as possible.”

 

And then another post from a business in Hawaii just last week regarding the sudden rank changes:

 

“"Hey all - I finally got through to TA about the sudden drop in our property (Sail Maui). It's a known issue and they are looking to resolve it. Fingers crossed!"

 

So it’s all good? Soon to be fixed, after all without the businesses cooperation Trip Advisor will become moot, right?

Well, not if this is to be believed:

" TA representative…assured me there is a glitch in the system and they will work on it, however; the technical support team does not work weekends”

Of course they don’t!

 

And finally, another diving business in Krabi, Thailand received this earlier this week to add that a lovely bit of confusion to the whole affair –

 

“We already got a feedback from our network engineers and was told that there is no bug affecting the popularity index and the current ranking of your property on TripAdvisor is accurate and correct"

 

So where does that leave us, the humble business that relies on our excellent customer feedback on sites like Trip Advisor?


Advising our divers to look at the reviews and not the rankings, and we hope this is all fixed soon please TA team - we miss out top 5 status and want it back!

 

 

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Read 872 times Last modified on Saturday, 10 March 2018 06:39
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