It will help you to write goals that will help you to confront potential problems.
Do you read online reviews to determine if a business is good or bad?
If such incremental changes continue, could every consumer soon be reading reviews as part of their decision-making process? How do online customer reviews affect your opinion of a local business?
There also appears to be a growing level of apathy or lack of concern about negative reviews. This follows on from the trend of negativity seen above. When judging a local business on reviews, what do you pay attention to?
This surprising find suggests that the actual content of a review is becoming less important. This could be because time-poor consumers are moving away from fully reading reviews and are instead opting to make quick decisions based on the star rating and quantity of reviews.
This extra click to read reviews could be putting consumers off delving deeper and encouraging them to make decisions based on the summary information within search results.
As seen below, the sheer quantity of reviews adds credence to star ratings, with consumers more likely to trust the average star rating of a business with many reviews. With consumers paying more attention to this than sentiment, businesses must consider what they can do to earn that coveted five-star reputation.
This leap shows the growing importance of responding to reviews quickly and professionally, addressing any negative comments with further context or information on how the criticism has led to change.
How many online reviews do you read before you can trust a business?
This is likely to be tied to the growing number of consumers who expect businesses to have a significant number of online reviews see Q9. A poor customer experience could bring the average star rating down, which could lead to a business being automatically blacklisted by a significant number of consumers.
Keeping on top of reputation means regular checks on ratings across different review sites. How many consumer reviews does a business need before you believe its Average Star Rating?
While a relatively small proportion of consumers expect to see a large number of reviews, failing to meet such expectations could mean losing out on a significant chunk of potential customers at the first hurdle.
Consumers generally expect businesses to acquire reviews regularly, so those that struggle to get these may risk people losing trust in them. Potential customers could also be turning to competitors with a higher quantity of online reviews that back up the trustworthiness of the star rating.
How recent does an online review need to be to impact your decision? Consumers expect to see a significant number of reviews in order to trust the average star rating, and therefore to trust the business. Do you trust online reviews as much as personal recommendations?
This shows that although trust in reviews is at an all-time high, review platforms need to do more to encourage faith in review scores and convince this minority that reading reviews is a reliable way of assessing the quality of a business.
For consumers to continue to trust online reviews as much as the recommendations of peers, the top review sites must focus on building an unbiased base of reviewers, and react quickly to those posting inauthentic reviews.
Businesses, too, can limit the impact of unjust or false claims by closely monitoring reviews. This enables them to react more quickly, taking all feedback on board politely and professionally, and notifying review platforms of any fake reviews found.Business Plans Made Easy Paperback – June 15, So many business/marketing plan books are either not complete, current, too technical or not technical enough!
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