Manage your online reviews
The importance of customer reviews
Online reviews are a powerful influence on consumer behaviour.
Allowing and encouraging people to review your business instills trust and gives a new customer the confidence to make a purchase. A US-based survey (BrightLocal 2019 Review Survey) found:
- 90% of consumers looked online for local businesses in the last year, with 33% looking every day
- 82% of consumers read online reviews for local businesses, with 52% of 18-54 year olds saying they always read reviews
- The average consumer reads 10 reviews before feeling able to trust a business
- 97% of the consumers that read reviews also read businesses' responses to reviews
You’ll find many loyal customers are happy to sing your praises. Make sure to regularly ask for reviews in person or by adding a link in your e-newsletters or correspondence.
Track your reviews
Register for services that can track and report your online reviews. Google Alerts will report mentions of your business, or any other term you select, in web pages, blogs, videos and discussions. Check your Facebook notifications and use Twitter Search to check for reviews daily. If you join a review site like Yelp or TripAdvisor, they'll let you know when you've been reviewed. Remember to check any industry-specific review sites like Builderscrack or Zomato.
Show customers you value their feedback by responding to their reviews. While you can simply like a review, we recommend taking the time to comment. Customers like to be acknowledged and you should do this whether the review was positive or negative.
Respond to customer complaints
In many cases, customers will give your business an opportunity to remedy an issue before they take things online. People get upset when they feel they are not being heard so make sure your business is easy to contact, your staff are trained to deal with customer complaints and your response is appropriate and prompt.
Negative reviews can be useful!
A mix of positive and negative reviews helps people trust the opinions they see. In fact, some will suspect reviews have been faked or censored if they don't see any negative ones. While a bad review makes the positive ones more believable, it should be the exception rather than the rule.
Managing negative reviews
Every business gets negative reviews. While you probably want them to be removed, most sites won’t do this. The best idea is to respond thoughtfully and promptly to a negative review, so others can see you're 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 your own. 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.
Get help with a negative review