Are reviews important to consumers?
- 66% of Americans trust an anonymous, online review more than they trust a recommendation from an ex-boyfriend or ex-girlfriend.
- 66% of consumers stated many online reviews make them trust a brand online.
- 27% of people that look for local information are actually looking for reviews about that particular store.
- Shoppers across all age ranges expect an average of 112 reviews per product when they search online.
Should businesses request reviews?
- After having a positive experience with a company, 77% of customers would recommend it to a friend.
- Brands can expect their average star rating to increase after emailing buyers a direct link to submit reviews.
Do consumers read reviews?
- 60.9% of shoppers use Google to find local businesses and 11.4% use Yelp.
- 73% of customers value the written review over the overall star rating.
Why do customers write reviews?
- When dealing with a local merchant, 34% of customers will complain due to lack of or poor customer service and 23% will complain due to rudeness and a bad attitude.
- Consumers ages 18-65+ prefer to leave reviews on:
36.8% Business website
1.6% Other review sites
- 86% of customers would consider leaving reviews for businesses
How do reviews & star ratings impact sales?
- The likelihood of purchase peaks at a star rating of 4.0 – 4.7, then decreases as the rating gets closer to 5.0.
- Between similar products online, 35% of consumers said better reviews have driven them to spring for the higher priced option.
- The purchase likelihood for a product with five reviews is 270% greater than the purchase likelihood of a product with no reviews.
- Reviews account for 15.44% of how Google ranks a local business.
- 83.5% of shoppers would not consider a business with a 3-star rating or below.
- 49.7% of consumers need to see a 4-star rating or higher to consider a business.
- 88% of buyers are influenced in their buying decision by reviews.
Should a business respond to reviews?
- Because reviews are becoming more transactional and customers expect a response… increase the number of positive reviews to which you’re responding.
- Not replying to reviews risks increasing customer churn by up to 15%.
What is the impact of negative reviews?
- A complaint can be a buying signal that a customer wants to continue to do business with you but is feeling so much pain they are not sure they can.
- It takes roughly 40 positive customer experiences to undo the damage of a single negative review.
- Companies that make a concerted effort to improve their customer experience also see employee engagement rates go up by an average of 20%.