Even though writing reviews has become something of a routine for customers, there are still many misconceptions about customer reviews and their value to a company. Below you can read about the 7 most misunderstood facts about customer reviews.
1. Lower star reviews harm the company
This is probably the most misunderstood fact about customer reviews, as companies believe that lower star reviews can only do harm to their image and reputation. However, this couldn’t be further from the truth! Even though a company should strive to have reviews with 4 and 5 stars, lower star reviews give more legitimacy to the company. In addition, a review comes not only with a star rating, but also with a description, so a company can gain a valuable insight into what their customers might not like about their services, as well as respond to those reviews and show that they care. Which brings us to the next point:
2. It doesn’t make sense to reply to reviews
Replying to reviews is one of the best things a company can do to improve their online reputation! It shows that they have taken the time to read through the reviews and they appreciate and care about the opinion of their customers. It also gives you the opportunity to reply to any negative comments and ensure your customers know that you are taking measures to fix anything which might make them unhappy with your service.
3. It doesn’t make sense to manage online reviews, because customers don’t bother writing any
The number of reviews written by customers might surprise some: according to Forbes (2018), 68% of all customers will leave a review about a product or service if they are prompted to do so. This means that by simply managing your reviews and asking for feedback, a company can gain a lot in terms of online reputation and brand image.
4. Customers don’t bother writing positive reviews, only negative
Many businesses are afraid that if they give the option for online reviews to their customers, they might leave feedback only when they are unhappy with the service or product. This is, however, not the case anymore. Customers appreciate online reviews and often take the time to share their opinion about a product or brand and in this way to give back to the community. Moreover, it makes them feel heard and valued when they can freely share their thoughts and satisfaction, as well as dissatisfaction with a business. In fact, even though customers do write negative reviews when they are unhappy with a service, the majority of reviews tend to be positive. For example, about 75% of all reviews on TripAdvisor and about 80% on Yelp are positive! Imagine losing all those happy reviews to avoid the possibility of a couple of negative ones!
5. Online reviews have no impact on the image of the company
I think by now it is clear that online reviews have a massive impact on the image of a company. Nowadays, barely anybody doesn’t check the online reviews before using a service or buying a product. And what is even more important is that companies engage with those reviews and show that they listen to their customers and take their feedback seriously and into consideration. This makes the company look more trustworthy and involved, characteristics which customers look for and value.
6. Online reviews cannot be trusted
We have all heard about online reviews being untrustworthy, because they have been manipulated, are fake or are written with the knowledge of the company. However, the modern client is intelligent enough to differentiate between fake and real reviews and they also look for reviews on trusted platforms. Trusted Expert has a skilled team which goes through each individual review to make sure that it is not bogus, thus earning the trust of the customer. Furthermore, according to Forbes (2018), 97% of all consumers check online to find a local business and one out of eight people looks on the Internet to find a nearby business each day. This demonstrates that online reviews are something which customers trust and they have a direct effect of their decision-making.
7. Managing online reviews takes too much time
This is another misconception about online reviews: managing them doesn’t take a lot of time if done properly! Trusted Expert helps you save valuable time and makes managing reviews easy by streamlining the process and removing all the hassle. In a nutshell, managing online reviews is not complex when done correctly and can only benefit a company.