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 2017 Review Survey) found:
- 97% of consumers looked online for local businesses in 2017
- 85% of consumers trust online reviews just as much as a personal recommendation
Managing online reviews
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.