Online Reviews and Your Online Reputation Management Strategy (2020)

Online reputation management
Online reviews are an increasingly integral part of the purchase decision-making process for shoppers. Our roundup of research findings about online reviews demonstrates why online reputation management should be considered central to business marketing strategy.
  1. 91% of shoppers are more likely to do business with companies with positive reviews.
  2. Around 82% of the shoppers find reviews useful when checking local businesses.
  3. Among shoppers that read reviews, 97% read businesses’ responses to reviews. 
  4. Only 53% of people would consider dealing with a business that has received less than a 4-star rating. 
  5. Every additional one-star rating on Yelp leads to an increase in business revenue as high as 9%.
  6. 22% of the business risk of losing potential customers with one negative comment or article. 
  7. Before being able to trust a business, an average consumer will read at least 10 online reviews. 
  8. A study found that at least 13 minutes and 45 seconds are spent by the customers to read reviews to inform their decision making. 
  9. According to the “Turn Your Customers Into Brand Champions” whitepaper, 50 reviews will increase CTR rates by 266%.
  10. 92% of shoppers trust peer recommendations over advertising. 
  11. 85% of shoppers trust online reviews as much as personal recommendations.
  12. 57% of shoppers seek out websites with reviews and testimonials. 
  13. 77%  of those aged 18 to 29 are more likely to purchase via mobile if the site or app contains reviews. 
  14. 67.7% of shoppers check online reviews for major purchases such as appliances, cars and phones. 
  15. Around 92% of people aged 18 – 34 years have reported that they have spotted fake reviews. 
  16. 85% of shoppers are willing to leave reviews. 
  17. 72% of shoppers rely on online reviews as much as any personal recommendations. 
  18. A business could receive 25% more clicks if Google’s algorithms detect that  its rating has gone from 3-stars to 5-stars. 


Why online reputation management matters

Online reviews, star ratings and website comments are all extremely important to shoppers today. Your online reputation can play a significant role in determining whether you are appealing to your target audience or not. 

If you want to discuss how you could improve the online reviews of your business specifically; or your online reputation management strategy more broadly, then contact us in strictest confidence. 

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