Woven, a leading outsourcing provider delivering contact
centre, customer experience and technology services, has conducted research
into the effects of online reviews.
As UK businesses continue to manage the fallout from
lockdown, the Swindon-based company has revealed the significant impact that
positive reviews could have in helping small businesses recover.
The research found that more than three-quarters (78%) of
consumers trust online reviews when it comes to making a purchase.
Additionally, 72% of consumers will interact with a business as a result of reading positive reviews, with nearly a third (31%) spending more of their money with a business that has “excellent” online reviews.
The data from the ‘Trust in online customer reviews’ study also found online reviews have the same impact on someone’s perception of a brand as a personal recommendation from a friend or family member.
29% always check reviews before purchasing a product or service, whilst 28% will terminate their consumer journey the second they read something negative.
With such a high volume of consumers placing trust in online reviews, Woven is encouraging people across the country to take to the web to support their favourite businesses.
Woven CEO, Cyril Molitor, said, “Whilst non-essential businesses have had a tough time during lockdown, positive feedback from customers could be a vital way to support them.
“A consistent flow of positive feedback from customers could result in tangible increases in much needed income, whilst also supporting online marketing efforts, as a higher number of positive reviews can also boost a business’s search engine rankings.
“Online reviews have been around as long as online shopping and their influence is growing considerably stronger every year, to the extent that they now play a huge role in influencing customer behaviour, loyalty and ultimately spending habits.
“More than ever, with businesses set to be pushed to their limits, it is vital that we make a personal contribution to ensuring the businesses we love have the opportunity to prosper.
“If you are in business, and your company is well thought of by the public, encouraging the publication of positive reviews not only gears you up as the restrictions on lockdown start to lessen, but also adds some much needed positivity to support growth.”
For more information about Woven click here.
Pictured: Cyril Molitor.