25 Stats That Prove The Power Of Online Reviews
If there’s one thing we know here at Chatmeter, it’s the power reviews have on consumers and businesses. Having a review management tool in place is simply the cost of doing business in what Forrester calls the “Age of the Customer”.
Responding to reviews isn’t anything new but much of the data surrounding the importance of reviews is outdated. Here’s a look at the most recent online review stats supporting the need for review management.
Stats On How Reviews Impact Consumers
Consumers are reading online reviews to make decisions about your brand. Today, consumers write reviews to engage with brands and to share their experiences with other people looking to make a decision. Brands who engage with reviewers not only show current customers they care but they encourage new customers to choose your brand over the competition.
66% of consumers say many good online reviews make them trust a brand. (Salsify, 2018)
85% of consumers think local reviews older than 3 months aren’t relevant. (Search Engine Journal, 2018)
A 0.1-star increase in a brand’s average rating can increase conversion rate by 25%. (StreetFight, 2019)
73% of consumers say written reviews are more impactful than star/number ratings. (Fan & Fuel, 2017)
53% of customers expect their reviews to be responded to within an hour. (Edelman Digital, 2018)
68% of people trust a brand more when it has a mix of good and bad reviews. (Trust Pilot, 2018)
57% of customers believe brands should respond to reviews on the weekends. (Edelman Digital, 2018)
Consumers find that businesses that respond to reviews are 1.7x more trustworthy than those who don’t. (Google, 2019)
- On average, consumers read around 10 online reviews before making a decision about a local business. (Bright Local, 2018)
- 85% of consumers have as much confidence in online reviews as they do in personal recommendations. (Business2Community, 2017)
- Consumers reading reviews on mobile devices are 127% more likely to buy than those reading reviews on desktop. (MarTech Zone, 2017)
- Studies show that consumers are more likely to purchase from brands with 4.0 – 4.7 star ratings. (Spiegel Research Center, 2017)
Stats About Review Sites
In order for brands to engage with reviewers, they have to manage their local business listings. Listing and review sites like Google, Yelp, Facebook, and TripAdvisor earn millions of reviews each year. Here’s a look at the importance of maintaining your listings on review sites.
- Businesses that claim their free listings on at least 4 review sites earn 58% more revenue. (Womply, 2019)
- Yelp has over 192 million reviews and counting. (Yelp, 2019)
- 50% of the reviews on Yelp are 5-stars. (Yelp, 2019)
- Only 23% of the reviews on Yelp are 2-stars or less. (Yelp, 2019)
- 52% of the people who leave reviews on Yelp earn an income of $100k a year or more. (Yelp, 2019)
- 29% of people turn to Yelp for restaurant reviews. 28% of people turn to Google. (Gather Up, 2018)
- There are over 760 million reviews on TripAdvisor. (TripAdvisor, 2019)
- 66% of healthcare reviews are found on Google. (Chatmeter, 2019)
- Review signals make up 15% of how Google ranks a business. (Whitespark, 2018)
74% of businesses on Google My Business have at least one review. (Search Engine Land, 2018)
Customer Experience Stats
At the end of the day, receiving good reviews comes from giving a great customer experience. From online to offline experiences, all brands need to ensure they are monitoring, updating and evaluating the customer experience every step along the way.
- After a positive experience with a brand, 77% of customers are willing to recommend that brand to a friend. (Experience Matters, 2017)
- More than two-thirds of marketers say their companies compete mostly on customer experience. (Gartner, 2017)
- Engaging with customers in real-time is the #1 top marketing priority and challenge for marketers. (Salesforce, 2018)