As we all know, review websites such as TripAdvisor and TrustPilot can make significant impacts on your business. Reviews are published everywhere, on Google, Facebook, Amazon and many other places, it is important to not take this concept lightly.
But how important are customer reviews to shoppers? Very important, as it turns out. The fact is, 90% of consumers read online reviews before visiting a business. And 88% of consumers trust online reviews as much as personal recommendations.
For nearly 9 in 10 consumers, an online review is as important as a personal recommendation.
Customers are likely to spend 31% more on a business with “excellent” reviews.
72% say that positive reviews make them trust a local business more
92% of users will use a local business if it has at least a 4-star rating
72% of consumers will take action only after reading a positive review
Reliability (27%), expertise (21%) & professionalism (18%) are the most important reputation traits for a local business
Estimated Number Of Online Reviews Customers Read Before Trusting A Business
| Estimated number of reviews | Percentage |
| 0 | 8% |
| 1 | 3% |
| 2-3 | 24% |
| 4-6 | 32% |
| 7-10 | 18% |
| 11-20 | 8% |
| 21-30 | 3% |
| 31-40 | 1% |
| 41-50 | 1% |
| 51+ | 2% |
86% of people will hesitate to purchase from a business that has negative online reviews.
On average, a one-star increase on TripAdvisor leads to a 5% to 9% increase in a business’s revenue. At the same time, a single negative review can cost a business about 30 customers.
How To Deal With Negative Reviews
When you receive a negative review, here’s what you should do:
- Respond Promptly
- Be real and admit your mistakes
- Correct inaccuracies
- Highlight your strengths
- Write like a person, not a corporation
- Take the conversation offline
- Provide restitution if it’s warranted
- Ask loyal customers to share their experiences
- Be consistent
- Understand How Rating and Review Sites Work
At DAP Consultancy, we have over 10 years of experience working with review websites such as TripAdvisor, TrustPilot, Google and many more. We significantly increased Cafe Rouge restaurants TripAdvisor scores across 78 restaurants, by improving service levels delivered to customers and managing their reviews correctly. Overall, an average shift from 3.5 to 4.7 stars was achieved and earning 24 individual certificate of excellence awards. We also increased the TrustPilot score of Virgin Pure from 3.2 stars to 4.5. Contact us today and see what we can achieve for you.
References: TripAdvisor, TrustPilot, Yelp, Invesp, Khalid Saleh
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