User reviews are barometers of how your business is faring with customers and the general public. It gives you the opportunity to directly respond to customers, either to thank them for their loyalty or address their concerns.
Should you need proof to convince others (or yourself) of the importance of customer reviews, here are 45 compelling reasons. We’ve gathered facts, data, and numbers to give you customer review statistics so you know what to do, what to expect, and what to prepare for when it comes to user and customer reviews.
Almost 9 out of 10 consumers read reviews before making a purchase, making reviews critical factors for buying decisions. And where else does a world of connected people find reviews but online? Here’s what you need to know in the world of online customer reviews.
For businesses, reputation is a critical matter and reviews or content posted online is a great concern. More so since unfavorable reviews can damage company reputation and can be costly. If you want consumers to come to you, one way to attract them is to have real and positive customer reviews which can build trust. The use of reputation management software wouldn’t hurt, as well.
Ease of use%
Ease of setup%
Simplicity of maintenance%
Compatibility with existing systems%
Source: Salesforce, SMB Trends ReportDesigned by
Positive and negative customer reviews can spell the difference between business success and failure, or so we thought. While positive customer feedback and reviews can mean more customers, recent studies have shown that the popular star rating system doesn’t necessarily mean that if you get 5 stars you’re automatically a winner in the review and rating game. People will actually seek out negative reviews to get a balanced view of a product or business. Let’s take a look at the important customer reviews statistics when it comes to the plus and minus equation.
Positive reviews make me more likely to use a business
Negative reviews make me not want to use a local business
I tend to select a business based on other factors such as location & price
I read reviews but they don't influence my decision
Source: BrightLocal, Local Consumer Review SurveyDesigned by
Sales, earnings, revenues – every business aspires to make a profit. As you’ve noticed in the earlier sections, the probability of purchase greatly improves with positive reviews and is affected by negative reviews. It’s a simple equation with far-reaching consequences. Here’s how customer reviews impact sales and company bottom line.
Consumers that say online reviews impact purchase decisions
Consumers that said content of a review convinced them to make a purchase
Consumers that say they are willing to pay up to 15% more for a better experience
Source: Podium/Survata, State of Online ReviewsDesigned by
Customer reviews are transforming and the traditional platforms for reviews are changing. People will look more for reviews on social media and search engines. There will be no let-up in online customer reviews as consumers are inclined to share and tell good experiences about products, services, and brands with others. This scenario also resulted in making the customer review market size an important technology niche for vendors.
There are feedback and reviews management solutions that are offered as standalone tools or as modules and add-ons to any of these leading CRM systems that your team can use to gather public sentiment about your business. These will help you generate your own customer review report or conduct customer review research.
There is also social media management software for getting the pulse of customers on social media platforms. Whatever solutions you use, these can help you manage customer comments and reviews, and respond promptly.
The takeaway from our customer review data is that people will seek out the opinion and experiences of others, even from people they don’t know, in order to get information on a business. That becomes the starting point for consumers to engage a business or brand.
And as our customer reviews statistics have shown, people will gravitate to businesses that have positive reviews. Of course, you can only get good or excellent reviews if you provide the best customer service, support, and experience. Everything else will follow.
Happy customers are likely to tell their stories through reviews and recommendations of your business. Good reviews build good company reputation which is an important factor for consumer purchasing decisions. You can even leverage reviews for B2B and SaaS lead generation. Whether your company serves businesses or consumers at large, the requirement is the same – you need to gain trust, and customer reviews have become vital tools to earn that.
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