We’ve seen that online reviews can boost ROI for your company or product. But just how do companies feel about including online reviews on their site? What benefits and drawbacks do businesses believe that including reviews might have? Online review platform provider Trustpilot teamed up with research and insight firm Econsultancy to answer these questions by examining the voice of the customer and how businesses use reviews.
According to the report, 79 percent of businesses believe that online reviews play an important role in consumer decision making, and they’re right. 62 percent of online consumers say they are more likely to do business with a company if they read a positive review.
54 percent of businesses still fear that negative reviews with bring negative exposure for the business. However, 83 percent of reviews written by consumers in the last year have been positive, according to the infographic. Additionally, 90 percent of customers will return if an issue is resolved quickly and efficiently, and 15 percent of consumers are more like to do business with a company if they see a response to a negative review that was resolved.
To see which departments are most responsible for online reviews, view the infographic below or check out the full report (PDF).