Online reputation management statistics have a special place in ORM. They help us to understand various aspects of online reputation clearly. Hence in this blog post, we are presenting top online reputation management statistics that every business owner must know. Here we go.
1. 92% of customers read online review. Yes, the number of people who read online reviews is increasing. So, it makes sense to take both online reviews and ORM seriously. If you haven’t invested in ORM yet, do it now. A good ORM company will help you to establish and guard your online reputation 24/7.
2. 40% of the customers form an opinion by reading less than four reviews. Whether this statistic works in favor of you or against you totally depends on the type of reviews your customers read. If they read good reviews, they might contact you. If they read negative reviews, they might contact your competitors. Hence, it is a good idea to ask your happy customer to leave a review and gain more and more positive reviews.
3. 63% of customers tend to buy from a site which has user reviews. Some people might think no reputation is better than bad reputation. However, the truth is that, having no user reviews can do more damage than the bad reviews. Therefore, it is good to be active on review platforms, and respond to both positive and negative reviews professionally. ORM experts usually suggest to do the same on the daily basis.
4. 95% of unsatisfied customers return to the business, if a business owner resolves the issue within time. This is an awesome opportunity for you to convert your unhappy customer into happy customers. Instead of trying to get rid of negative Google reviews, you can actually resolve the customer issues and convert them into positive reviews.
5. 88% of the customers form an opinion by reading less than 11 reviews. Online reputation management experts ask to gain a large number of user reviews for a reason. More reviews give more information to the potential clients or customers. More positive information is nothing but more sales. Hence, focus on obtaining numerous reviews. Follow the best practices to achieve the same.
6. 88% of customers trust online reviews. Reviews are usually posted by former customers. Hence reviews are normally considered as neutral. Therefore, they are trusted as much as personal recommendations from friends or family. Now guess what will happen if your listing has several negative reviews? Your potential customer will not trust you. In the end, you will lose the business to the competitors.
7. Reliability (27%), expertise (21%), and professionalism (18%) are the top priorities. If you have a business, and if you want to improve its online reputation, focus on three attributes. Those are reliability, expertise and professionalism. Doing so will make your business more acceptable, credible and trustworthy.
8. 74% of customers trust a local business after reading positive reviews. This is one of the most important reasons why a local business owner should not ignore online reputation. 74% is a huge share. Having a solid online reputation can simply expand your business. Your small business may not remain small. Get set to make it big.
9. Online reviews impact 67% of purchasing decision. This statistic is the answer for the question – why online reputation management is necessary for a business? We do business to make more sales. Online reviews can help you in achieving exactly that. It can positively influence the purchase decision of a majority of the consumers. However, if your listing is flooded with negative reviews, the result can be devastating.
10. 93% of the people never go beyond the first page. So how this is related to ORM? Well, the answer is simple. If a negative content has reached the Google’s first page, and it is not possible to get it deleted, then it is good to bury it in the second, third or fourth page of Google. Since more than 90% of the people do not go past first page of Google, it won’t harm your reputation much.
11. 92% of B2B buyers tend to purchase after reading online reviews. This is actually a good news if you have a B2B business. Having a clean online reputation with minimum negative reviews will simply multiply your sales. Hence, it makes absolutely fundamental for the B2B business owners to run non stop ORM campaigns. Why a ORM campaign should never stop? Because it is not a one-time process.
12. 82% of the users visit Yelp when they need to buy something. Yelp is one of the most popular review platforms that we have. Having a presence on Google Reviews is not enough. You also must be on Yelp and cover a larger ground. Therefore, it makes sense to have a presence on almost all the popular review platforms rather than one or two.
13. One star increase in a Yelp average rating leads to an increment of 5 to 9% revenue. This is just one of the reasons why Yelp has become one of the most loved review platforms for both customers and business owners. Yelp has somehow managed to gain the trust of the people. This statistic gives you a clear-cut idea about where you currently are and what you should aim for.
14. Displaying online reviews can increase the conversion rate by 270%. Online reputation management experts know this fact every well. They leverage positive reviews by displaying them on homepage, service page, pay per click ads, landing page, and emails. However, depending totally on the review content is not advisable. The content on your website must compliment each other.
15. If the customers have a choice between the two products with same star rating, they are more likely to choose the one with more reviews. Well, this is obvious, isn’t it? Let us take an example. A and B both have 3.5 star rating. A has three reviews, and B has thirty reviews. Which one you will prefer? B, right? That is because A has only three reviews, it might have got lucky. On the other hand, B has 30 reviews. Hence B is more credible than A.
16. 4.0, 4.5, 5 are the most trusted star ratings. When it comes to star rating, customers usually expect a brand to have an average star rating of more than 4 stars. So, you know what to do here. Try to maintain the star rating above 4. Furthermore, try to gain more and more positive reviews by evolving your business through a positive feedback loop.
17. 63.6% of consumers say they check reviews on Google before visiting a store. When it comes to the review platforms, Google Reviews is the king. Make sure you are active in this platform. Here are the reasons that made Google the most trusted review platform across the world.
It is easy to flag fake reviews.
Leaving a review on Google Reviews is effortless.
It consumes less time.
Google Reviews has the trust of Google.
It encourages the customers to leave a review.
18. 63% of customers say they do not get a response from the business owners. This is one of the biggest mistakes in online reputation management. Whether it is a positive review or negative, do not forget to respond. Replying to reviews is a great way to develop consumer relationship and improve brand loyalty.
19. 94% of customers avoid a business after seeing negative reviews. Yes, it is absolutely true. Negative reviews can significantly harm both online reputation and sales. Try to get rid of negative Google reviews. Taking help of an Online reputation management company can put everything back in order quickly. And also, it makes damage control easy.
20. 67% of the B2B buyers expect to see a mix of good and bad reviews. This might look wired, but think in this way. Good review and bad review have two different kind of information in them. One speaks about positives, and the other speaks about negatives. So, it makes sense to read both of them. Moreover, a business with only positive reviews can make clients suspicious. So, we can say that a couple of negative reviews can legitimize your business.
21. 53% of customers expect to get a reply for their online reviews within a week. The same survey also revealed, more than 40 percent of customers say that business owners replying to their reviews make them feel cared. So, we can say that replying to the customer reviews helps in building customer relationships.
22. 23% of consumers say they are likely to leave an online review after a good experience. Well, that percentage is low. However, this issue can be fixed. You can encourage your happy customers to leave a review. Did you know? More than 80 percent of the customers agree to leave a review, when asked.
23. 34% of the consumers say they are likely to leave an online review after a bad experience. Well, this might look unfair because only 23% of customers are likely to leave a review after a good experience. That is how it is. People are more motivated to share negative reviews when compared to positive reviews.
24. 72% of B2B buyers say bad reviews give more information of a product or a service. One can find the positive attributes of a product or a service by reading the business owner’s claims. However, no product or service is immune to negative qualities. Reviews are one of the main sources, which tells cons of using a product or a service. Hence having a couple of negative reviews can work in favor of you. That is because it helps a potential customer to make a well-informed business decision. The negative qualities will not surprise him, and motivate him to leave an unpleasant review.
25. 95% of consumers get suspicious of fake reviews if the negative reviews are absent. Your customers do not expect you to have a clean online reputation with zero negative reviews. They know that it is not possible to make everyone happy. So, if the business listing has no negative reviews, customers usually conclude that the business owner has purchased the reviews. Always remember, bad reviews also play an important role of legitimizing your business.
Conclusion: The above mentioned 25 online reputation management statistics prove that online reviews play an important role in shaping your reputation. So, do not wait until you are hit with bad reviews. Prevention is obviously better than cure. Hence, it makes sense to get in touch with a good online reputation company and establish a solid online reputation. An online reputation management campaign will not only shape your reputation, but also protect it from the future attacks.