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January 22, 2020

Why do customers write reviews in 2020

Why do customers write reviews? In short, to inform future customers and reward businesses that have treated them well. What does this mean for your business?

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By Kason Hudman - Review Response Specialist

Over the last decade, the importance of online reviews has skyrocketed. 

Businesses are noticing potential customers pay close attention to the rating and reviews they receive on Yelp, Google, Facebook, and other websites. According to some of the most recent research, more than 86% of customers read online reviews before shopping at a local business. 

Source: BrightLocal

Source: BrightLocal

Why do customers write reviews? 

In short, to inform future customers and reward businesses that have treated them well.

Most reviews are written because the customer feels an altruistic sense of duty to spread the word about both their positive and negative consumer experiences. 90% of online reviewers said that helping other customers make informed decisions was either “important” or “very important” in convincing them to write an online review.

Many of the other motivations are similarly considerate.

79% of online reviewers say that they are motivated to write a review in order to “reward a company that has done right by [them].”  Customers are often more motivated by positive interactions and emotions.

The majority aren’t looking for revenge, and they aren’t acting out of malice. 

Instead, they’re genuinely trying to reward businesses that treat them well and inform fellow consumers about the best local places to go. 

For businesses, this information can be used to inform your online customer engagement strategy. If you make the extra effort upfront, customers are motivated to help spread the word. These evangelists will boost your search rank and reinforce to future customers that, yes, if they choose to patronize your business they have a good chance of enjoying a positive experience. 

As always, we recommend you respond to every review. How will you know when a customer leaves you a review? An easy way is to create a Google alert.

Responding shows that you care about their feedback. A final step in the customer service cycle, a response further proves to future customers that good service is a priority. If customers are trying to reward you with a positive review, showing those customers that you hear and appreciate their feedback will inspire further loyalty.

Here at Widewail, our online reputation management services help businesses respond to every customer review they receive across a plethora of sites, including Facebook, Yelp, and Google.

When customers are looking to reward you with a 5-star review, or a Facebook recommendation, showing that you hear them and appreciate them will go a long way. Widewail ensures that you can graciously accept every review so that your customers know that you appreciate their positive feedback.

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Jake Hughes

I’m the Director of Marketing here at Widewail, as well as a husband and new dad outside the office. I'm in Vermont by way of Boston, where I grew the CarGurus YouTube channel from 0 to 100k subscribers. I love the outdoors and hate to be hot, so I’m doing just fine in the arctic Vermont we call home. Fun fact: I met my wife on the shuttle bus at Baltimore airport. Thanks for reading Widewail’s content!

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