So, do you work really hard to get as many positive reviews for your business as possible?
Well, let us break it to you that you’re not alone. Many businesses out there are struggling to achieve the maximum amount of five-stars for themselves. But, can you blame them? Offcourse not!
Reviews are a brand’s best chance at earning a great brand image. However, earning perfect reviews won’t get you much far, but, to your surprise, negative reviews can. How, you ask? Well, because your customers say so!
Here is a list of 7 customer statistics that prove, negative reviews are very important for your business.
Customers today are very selective of what they are buying into, and to make sure of that, they research well before making their final decision. While positive reviews are good for a brand’s overall image, negative reviews stand to prove its authenticity. Not only that, but negative reviews also help you boost your brand image by showing how you helped a customer by solving their problem.
72% of B2B buyers believe that negative reviews provide them with depth and insight into a product/service. (G2 Crowd and Heinz Marketing, 2017)
40% of B2B buyers said that the negative reviews for a product help in building credibility for it. (G2 Crowd and Heinz Marketing, 2017)
82% of shoppers say that they actively look for negative reviews before making a purchase. (Power Reviews, 2017)
For any brand, it is very important that the customers perceive it as an authentic one. When your brand only has five stars on every platform, it comes out as fake or untrustworthy in the eyes of your customers. After all, we all know that no business out there is so perfect that it doesn’t even have a single upset customer.
95% of customers say that if there are no bad scores, they get suspicious of fake reviews. (Revoo, 2013)
When the star ratings are at 4.0 – 4.7, the likelihood of purchases increases and when the rating gets closer to 5.0, it starts falling down. (Spiegel Research Center, 2017)
Most of your aggrieved customers who posted negative reviews, expect you to answer them as soon as possible. Moreover, if you rightly respond to a negative review, it can help you boost your conversion rates in the long run.
Customers spend four times as long interacting with negative reviews, with an increase of 67% in conversion rate. (Spiegel Research Center, 2017)
16% of participants of a study in 2016 said that they expect brands to respond to their negative reviews within 1-3 hours. (Get Five Stars, 2016)
Negative reviews aren’t as damaging as they seem to be. In fact, they are a goldmine of opportunities which, if dug well, can do wonders for your online reputation. If responded rightly, they can actually turn the tables for your business. However, you must have a well thought-off game plan before you step-in to respond to their complaints.