Doing in-depth research is at the heart of our reviews. It’s what makes our reviews unbiased, accurate, and, more importantly, helpful. But the research is not as simple as it sounds. It includes hours upon hours of testing the product, digging up additional information about it, interviewing other experts in the field, and finding out what other customers thought.
Testing the product itself
Testing a product or a service takes the longest because first, we need to familiarize ourselves with it, and then we need to test every feature in every possible combination to see if we can find a bug. While testing, we write down all our findings, the good and the bad, while also making notes of what we think about the product.
But the testing does not stop there. In addition to testing the product itself, we also test how easy it is to set up or stop using it. If it’s software, like an image editor, we try installing and uninstalling it on multiple operating systems and computers. We pay attention to how long it takes to boot up and whether or not it installs additional programs that may not be necessary.
When we test an online service, like stock agencies, we check how smoothly it works; we test it on various internet speeds, browsers, and screen sizes. We also look at how easy it is to create and activate an account or cancel a subscription.
Testing customer support
If you’ve ever had a problem and needed to contact customer support, you know how tedious it can be—waiting for hours, not receiving a reply to the email in weeks, and being connected to assistants who don’t know how to help you. We’ve all been there!
We do all that so you don’t have to. This means we test each customer support option, which often includes email, phone calls, and live chat. What’s really important is that we never introduce ourselves as their service reviewer because we don’t want a biased response.
Instead, we introduce ourselves as customers, sometimes playing a knowledgable customer and other times a newbie. We ask very easy questions, while other times we try to complicate it as much as possible, so we can analyze how knowledgable they are.
In summary, when we test customer support, we evaluate their expertise, kindness, response time, and the accuracy of their answer.
One opinion is not enough.
We know that our reviews are thorough, but we realize that one opinion is not enough to cover the needs of every customer. Therefore, we always carefully read good and bad customer reviews to find what others struggle with. This helps us understand where most customers get turned off from the product, which can be, interestingly, linked to only 2 or 3 shortcomings of the product or the service. Then, we ensure we address those issues in our reviews by providing a guide on how to use/buy it or warning our readers about it in the cons section.
However, sometimes the customers are wrong, which is still valuable to us, as it indicates that the instructions provided by the manufacturer might not have been clear enough or that the process is too complicated.
We never publish a review that hasn’t been meticulously proofread and fact-checked. As humans, we can make mistakes or forget to mention certain features. And often, the products change, either by adding features, tweaking the pricing, or updating the software. In this ever-changing world, we make sure to keep updating our reviews to keep them as fresh as possible.
We value your input
Like us, we know that many of our readers are also experts, and we realize that your experience and opinion might differ from ours. In those cases, we invite you to share your feedback, tell us why you agree or disagree with our review, and what you would change or add. We’re always happy to have a good conversation!