Considered a reference in queries about company reputation and consumer relations, the Reclame Aqui website , which has more than 360,000 registered companies, periodically updates its evaluation rankings. Among all categories, Instagram figures this month as the worst company in the last 30 days, according to complaints registered by consumers on the platform. The social network was also the second company that received the most complaints in the last week, only behind the delivery app iFood .
In addition to leading the list of the worst companies in the last 30 days, Instagram took third place in the ranking of complaints in the same period, with 14 thousand records. In second place was Americanas Market , with 17,400 complaints. iFood is at the top of the list with 27,800 complaints registered.
The social network obtained an average score of 5.4 in the last 6 months, receiving the classification of “bad”, according to the crossing of data carried out by Reclame Aqui. In general, since the platform’s rating system was implemented in 2018, Instagram is considered a “regular” company, with grade 6.1. The score goes from zero to 10.
Main complaints against Instagram
Among the most reported problems about Instagram is the suspension and/or banning of the account, with more than 4.7 thousand appointments. Then the profile settings show up with about 2,300 records. Login and password problems were reported by nearly 1,700 users. Finally, complaints related to ad approvals, with 960 records. Other notes that do not fit into these categories represent more than 72,000 complaints.
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Despite having answered practically all the thousands of complaints, the company solved 41.2% of the problems reported in the last 6 months, receiving an average score of 4.09 for the service.
Understand how company reputation is calculated
Based on consumer evaluations, Reclame Aqui analyzes the following criteria for formulating reputation: response rate; average of consumer grades; solution index and new business index – referring to customers who answer “yes” when asked if they would do business with the company again.
To take stock of the assessment, the platform calculates the weighted average based on the related criteria. “All the criteria have values ranging from 0 to 100, with the exception of the Average (ranging from 0 to 10), so the average value of the assessments is multiplied by 10, to be on the same scale as the others”, explains the website.
But not all registered companies are evaluated. According to the website’s rules, to receive reputation analysis, companies undergo two prior assessments:
- Have a response rate greater than 50%. If it has a lower response rate, it is automatically categorized as NOT RECOMMENDED. This is done to ensure that businesses that do not respond to their customers do not benefit;
- Have a number of ratings equal to or greater than 10. If you have less, the company will have a reputation WITHOUT RATE.
Source: Complain Here
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