Two thirds of Brits don’t consider the impact their grudges have on others, Trustpilot research reveals

Almost two thirds (63%) of UK adults don’t think about the impact their grudges and resentments have on others, a new study by online reviews platform Trustpilot has found.

The study, which polled 2,000 adults, found 69 per cent have a lingering resentment of some sort – including not getting a job, being dumped, and bad customer service experiences. On average, UK adults are currently harbouring six grudges and the longest they’ve ever held onto a grudge is eight years – but 12 per cent have maintained one for 20 years or more. Around a fifth admitted their mental health has suffered as a direct result of ongoing feuds – which could partly explain why a third regret holding grudges.

The research found four in 10 openly admit they tend to make quick and potentially unfair judgements about people, businesses, and situations. For some, the likelihood of developing a grudge appears to be higher when interacting online – a third revealed they tend to be rash when posting messages, comments, or feedback across the internet.

What’s more, over a third admitted it’s ‘easy’ for them to forget there are real people running businesses – which could be a factor in why one in 10 have posted a negative online review about a business, product or service only to regret it later.

This research comes as part of Trustpilot’s new Helping Hands campaign, which aims to remind both consumers and businesses to pause, take a moment and have constructive and useful conversations online.

Consumer champion Dominic Littlewood, who has partnered with Trustpilot for the campaign, said: “Holding grudges is rarely – if ever – good for your wellbeing or the wellbeing of those on the receiving end – whether that’s loved ones, colleagues, or businesses. People can be quick to comment in the spur of the moment, especially when their expectations aren’t met – and especially on the internet.

“If a business gets it wrong you should absolutely tell them, but you’ll always get a better reaction if you remember to speak to people in a considered and constructive way. Reviews on independent platforms can be a great way of getting feedback and allowing others to see how businesses react to any challenges that come their way.”

The study also found that, following a disappointing experience with a business, 41 percent of people changed their opinion from bad to good after the business went the extra mile to make up for it. This finding from the study suggests it is possible to forgive and forget – indeed, 66 per cent of everyone polled felt this way.

Carolyn Jameson, Chief Trust Officer at Trustpilot, said: “In today’s world conversations online move quickly and we can often type before we think. When it comes to discussions between consumers and businesses, we’re keen to remind everyone to take a moment and remember how valuable that feedback can be — it’s important to communicate in a considered way.

“In contrast to other parts of the internet, reviews on Trustpilot allow for a simplified, public conversation that is open for everyone to see. Feedback which is constructive, whether positive or negative, helps people shop with more confidence and businesses learn how to do better.

“Consumers also have the option to go back at any time and update their review, should their experience with the business have changed – whether positively or negatively. Businesses on our platform also have the opportunity to respond publicly, to reassure consumers that they listen and care about what their customers have to say. When it comes to submitting new reviews, one of the most important things to consider is what information would help you make a better decision when shopping online.”