Online reviews are a powerful influence on consumer behaviour.
In fact, a US-based survey (BrightLocal 2017 Review Survey) found 97% of consumers looked online for local businesses in 2017 and 85% of consumers trust online reviews just as much as a personal recommendation. We would expect to see similar behaviour in New Zealand.
Ask for reviews in person or by adding a link in your e-newsletters or correspondence. You’ll find that many of your loyal customers are happy to sing your praises. Allowing and encouraging people to review your business instills trust and gives confidence to new customers, helping them make a decision to purchase.
Managing online reviews
Managing negative reviews
Every business gets negative reviews. Most business owners would like them to be removed, however most sites generally won’t allow this. The best idea is to respond thoughtfully and promptly to a negative review, so others can see you are happy to fix any problems. Remain professional, admit your mistakes, correct inaccuracies and try to take the issue offline by asking for contact details or providing details so they can contact you. Once the issue has been resolved ask the person to update their review to reflect that you sorted the issue out for them.
If you can prove a Facebook review is written by a fake profile or the review doesn’t conform to Facebook Community Standards, you can report it. To contact Facebook about a review, select the drop down menu on the right hand side of the review, then select Report post.