Spotlight Reviews: help your customers and they can update their review
Spotlight Reviews occur when a brand helps a customer and the customer updates their review on ConsumerAffairs. Brands should always spotlight these reviews to build trust. Here are real examples.
Talk to an Aspect expert
Someone calls The problem gets fixed The customer updates it
- 1 4
- A single reviewer, after one call
- +3.0
- Avg. increase across these reviews
Fixing a problem is the most powerful act a brand can take
Most brands want to make one-star reviews disappear. But at Aspect, we consider every complaint to be a gift.
One-star reviews point to where you need to improve, and more importantly, they give you an opportunity to act. If you work with the reviewer to fix their problem, they can update their review, and everyone can see the proof of what went wrong and how you fixed it.
By policy, the original review stays up too, and no company can require a takedown, so the whole story stays checkable (see ConsumerAffairs’ review policies).
At Aspect, we call these Spotlight Reviews, because every brand should put a spotlight on them. They are the single most powerful form of review for making the next customer believe you’re a brand they can trust.
One phone call turned a one-star review into a four-star one
Elicia D. left AmeriGlide a one-star review.
Then, a customer service rep named Tony gave her a call. They worked through the problem and got it solved. Afterwards, she went back and updated her rating to four stars.
That’s a powerful story: now the next person researching AmeriGlide will see that even if something goes wrong, AmeriGlide will step up to fix it. While her original review still shows on the profile, the four-star update comes first. A problem with a resolution is far more convincing than a boring five-star review.
I previously left a 1-star review. After finally getting to talk to Tony the issue had been resolved. I understand mistakes happen, but reaching out and explaining what’s going on always goes a long way. Just communicate. Thank you for rectifying the issue and keeping me in the loop.
You have to address the problem
Aspect gives brands two ways to talk to their customers who leave reviews.
The brand can respond publicly to the review and ask the reviewer to update their rating. Aspect customers get another channel: an Assisted Resolution. That doesn’t guarantee an update, but an Aspect team member proactively reaches out to the reviewer for one on the brand’s behalf.
- Respond to every review
A brand contacts an unhappy reviewer and hears them out. Almost every updated review tells the story of the brand proactively reaching out to fix the problem.
- Actually fix the complaint
Offer a refund, make a return visit, re-order a part that never came, whatever it takes. The reviewer won’t update anything if you don’t fix their situation.
- Ask for an update
Once the resolution is complete, ask the customer to update their review. ConsumerAffairs adds a note that their rating increased after a positive interaction.
Spotlight Reviews work across categories
Every Spotlight Review below is published on ConsumerAffairs.
Chicago, IL Increased rating by 4 stars
After a positive interaction with Roto-Rooter, Kimjuana increased their star rating on May 21, 2026.
Updated review: May 21, 2026
View on ConsumerAffairs“After starting off the day with an employee who didn’t want to work, they sent out ‘Shawn’. Shawn went above and beyond the call of duty. He worked on my issue for 6 long hours and was determined to turn my frown upside down. He was very professional, attentive, and determined…”
Marysville, OH Increased rating by 4 stars
After a positive interaction with TicketsatWork, Kathy increased their star rating on June 17, 2026.
Updated review: June 17, 2026
“Richard took care of my issues. Thank you.”
We sincerely apologize that the hotel was unable to locate your booking at the time of check-in. We’re glad to hear that a manager was able to quickly step in and resolve the issue for you. Thank you for your patience and for being a valued customer.
Kansas City, MO Increased rating by 4 stars
After a positive interaction with Perfectly Fast Moving, Dawn increased their star rating.
Updated review: May 2026
View on ConsumerAffairs“Updated: Excellent manager solved all my issues to my satisfaction. Excellent work. Stand behind what they do. Would recommend.”
Headland, AL Increased rating by 3 stars
After a positive interaction with AmeriGlide, Elicia D. increased their star rating on June 25, 2026.
Updated review: June 25, 2026
View on ConsumerAffairs“I previously left a 1-star review. After finally getting to talk to Tony the issue had been resolved… reaching out and explaining what’s going on always goes a long way. Just communicate.”
Grovetown, GA Increased rating by 1 star
After a positive interaction with Independent Home, Lisa increased their star rating.
Reviewed March 17, 2026
View on ConsumerAffairs“Updated on 03/19/2026: Independent Home has reached out to me, and we are negotiating a solution to our mold infestation. I will continue to provide updates.”
Leominster, MA Increased rating by 1 star
After a positive interaction with Tire Rack, C increased their star rating.
Reviewed April 27, 2026
View on ConsumerAffairs“Updated on 05/02/2026: After going back and complaining on their Facebook page, they reached out to me and gave me a discount towards a new set.”
Improving service helps increase your star rating
Kimjuana raised her Roto-Rooter review by 4 stars. C. raised his Tire Rack review by 1 star.
Both companies are working to improve their relationship with customers. It’s proof they’re doing the work when even their most upset reviewers still update their reviews once a person fixed their problem. Picking up the phone can make a difference.
- Roto-Rooter 1.6 overall profile rating — Kimjuana still went +4
- Tire Rack 1.4 overall profile rating — C. still went +1
How to address complaints quickly
Every Spotlight Review mentioned above is the result of brands taking action on complaints:
- Watch for negative reviews and respond fast.
Responding quickly and earnestly is the difference between a customer who feels ignored and one who feels heard.
- Resolve the core issue.
You have to actually resolve the reviewer’s complaint. Without that, they have no story to tell.
- Ask them to update their review.
Ask them yourself, or let the Aspect team do it for you. At the end of the day the customer has to make the update, but the story they tell will help you build trust.
Frequently Asked Questions
Can I just get bad reviews removed?
No, and that’s the point. Shoppers trust ConsumerAffairs because brands can’t pay to remove reviews; a customer’s update posts alongside the original, and no company can require a takedown. You earn the update instead of erasing the review.
Does this actually happen?
Yes. Every card here is a live, annotated review across a different brand, with increases of +1 to +4 stars, all edited by the customer.
Won’t the old one-star still show?
Yes, with the update stacked on top and the star-increase note beside it. Shoppers see the problem and the fix together.
We have a low rating. Is it too late?
No. These recoveries sit on profiles rated as low as 1.4–1.6 stars overall. The worse the starting point, the more each rescue is worth.
Who does the outreach?
You can, or ConsumerAffairs’ review team can re-contact resolved customers on your behalf and prompt the rating update.
Get an Assisted Resolution started
Send us your profile and we’ll tell you how many of your negative reviews are recoverable — and say so if the answer is none.