SURVEY: Why DON’T People Write Reviews?

In a survey comprised of 1,160 respondents, 59.6% male and 40.4% female, it was found that what inhibited people from posting an online review was:

When sorted by age groups, the findings got more interesting. Below, you can see that people aged 55-64 reported ‘Unwanted Attention’ as a main deterrent for writing an online review, while people aged 18-24 reported ‘Hard to Write the Review Itself’ as a main deterrent.

This tumbles down logically since older people have a tendency to be more reserved.

It also makes sense because young people are seemingly always on the go, and cannot seem to be bothered by something as time-consuming as putting together a review. (After all, many of the people in this age group are likely in college and probably have ENOUGH things to write such as essays, reports, etc.)

What’s even more interesting, is that of the respondents who claimed it was ‘Hard to Write the Review Itself’, half of them had a reported income of $150,000 or more.

Could it be that this group of high-earners are busy with the very jobs that are earning them that amount of income, that they cannot be bothered to do something as tedious as composing a review?

The main takeaway for this survey is that many people cite unwanted attention and the difficulty of writing the review as two main reasons why they would not write a review online.

That being said, gently reminding your customers that they can in many cases use their initials instead of their full name on online review sites could help to alleviate these concerns.

ReviewInc automates and addresses all these concerns.  To learn more, give us a call at 1-877-9REVIEW or email us at support@reviewinc.com.  Take charge of your online reputation today!

What’s Better Than a Super Bowl Ad for Your Business?

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These days, running an ad during the Super Bowl can cost upwards of four million dollars for a 30-second spot. While this gives you a large amount of exposure, it also can do a lot of damage to your wallet. … Continue reading

What’s the Most Effective Source of Advertising? (Hint: It’s not your website)

In a ReviewInc survey conducted in late November of 2014, with 2,042 respondents comprised of 63% males and 37% females, it was shown that 36.4% most preferred to consult reviews on Google+, Yahoo, Yelp, etc. before making a business service purchase decision.  In the same survey conducted in 2013, 34.9% indicated that reviews were most important.

To conduct the survey, respondents were asked:

When choosing a service or professional (such as a doctor, mechanic, plumber, attorney, etc.) what is most important?

Survey respondents could only make ONE selection to indicate what was most important. With the choices placed in random order, these were the results:

Key Age Demographic Differences

55% of the 25-34 age group reported that Reviews on Google+, Yahoo, Yelp, etc. were the most valued resource to refer to when making purchase decisions. This compared to 41.90% of the 18-24 year-old set that chose Reviews on Google+, Yahoo, Yelp, etc.

This shows just how important online reviews are with the younger crowd. With technology ever-prevalent, young people have mostly been using devices such as smartphones and tablets to get most of their information. This is why it is crucial to pay attention to your online reputation.

Age groups that chose Reviews on Google+, Yahoo, Yelp, etc.In this survey, senior citizens (ages 65+) still preferred the Traditional Yellow Pages. 25.80% of those ages 65+ chose Traditional Yellow Pages.

This goes to show that even though the use of online reviews is gradually rising, the tried-and-true Yellow Pages Book still remain to be a constant among the older generations. So varying your marketing mix with your marketing efforts is also very important.

Age groups that chose Traditional Yellow Pages Groups

Population Density Differences

While we expected higher density populations to prefer Reviews on Google+, Yahoo, Yelp, etc. more than less dense populations, we were surprised at the preference levels of lower density populations.  Of the urban population, 41.10% preferred Reviews on Google+, Yahoo, Yelp, etc.  Not too far behind was that 30.20% of the rural population, which showed a preference to Reviews on Google+, Yahoo, Yelp. etc.

Cities are where many may not only work, but dwell. Often, people commute from suburban and even rural areas to work in the nearest city. So it makes sense that these individuals are consulting online reviews, likely from their work computers and mobile phones, when making purchasing decisions. But even though there are more people in the inner-cities, it is equally important to pay attention to your client-base in rural and suburban areas.

Population Density groups that chose Reviews on Google+, Yahoo, Yelp, etc.

Key Income Bracket Differences

The study revealed that higher earners had a tendency to consult online reviews when making a purchase decision. Of those earning $100K or more annually, 66.70% indicated that online reviews were most influential. This further underscores that reaching the segment with the most discretionary money requires excellent online reviews.

Key Conclusions

  • If you’re investing in your business website but are ignoring your online reputation, you are likely missing out on a huge opportunity
  • Online reviews still overall the most valued resource in purchase decisions, even above a company’s website
  • Online reviews prevalent for high earners (and even more so in urban settings)
  • Yellow Pages still among the top resources for people aged 65+ but have little influence over the younger population

Interested in a free consultation on how to improve your online reviews and overall reputation management? Give us a call at 1-877-9REVIEWS or email us at support@reviewinc.com today!

Low-Tech Customer Feedback

 

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A sign displayed at a local Albertsons soliciting feedback.

We recently got a grin from a sign displayed at a local Albertsons asking patrons to give their feedback.  It looked very low-tech; almost like an elementary school science fair poster.  Perhaps that was intentional, but hey, it did get our attention.  However, they did get one thing right; feedback from customers is invaluable.

Both small and large business owners alike recognize the value of collecting feedback from their customers.

Without this feedback, businesses would not be able to evolve into the best versions of themselves, a version that is not only fulfilling but exceeding their clients’ expectations.

That being said, there are a multitude of ways of collecting this feedback. Be it by simply asking them in person, asking them to fill out a piece of paper with a few questions, or now having the ability to ask them to go online to leave their feedback with you.

But it’s not enough to just gather their feedback for internal use. You must now also take into consideration the prevalence of online reviews sites such as Yelp and Google+.

Review sites like this now pose another obstacle: maintaining your online reputation.

Studies show that online reviews can have a significant impact on the amount of business comes through the door.

While some of the more tried and true fashions of collecting feedback (in person, paper, etc) have proven to be successful to an extent, these methods are limited in the scope of what they can do.

Take, for example, the paper approach. You have all these slips of paper with some solid feedback from customers, but how do you track the data? Do you then have to have a person manually input these into an Excel spreadsheet and manually generate charts to make sense of the data?

How about the current survey options? If you are already online and have the capability to collect feedback online, that’s great. However, that is only covering the feedback collection process; you still have to consider monitoring your online reputation on  review sites like Yelp and Google+.

So what is the solution?

ReviewInc provides both of these capabilities. You can privately collect feedback that you can use internally. And the private feedback you collect that happens to be positive, you can then encourage those same people to share their glowing reviews of your business to review sites such as Yelp and Google+. Additionally, you can monitor your reputation across several different review sites simultaneously without having to go through the hassle of visiting each review site individually.

Interested? Give us a call at 1-877-9REVIEWS for a demo today!

STUDY: 86% of Consumers Willing to Pay More for a Service Provider With Higher Ratings and Reviews

A recent survey comprised of 1,239 random adults in the United States was conducted to determine the influence of online reviews in the selection process of residential services, and here’s what was found:

– A heaping 86% stated they were willing to pay more for a service provider that had higher ratings and reviews.

– The amount of people claiming to find online reviews ‘extremely’ or ‘very’ valuable when evaluating residential service providers clocked in at 68%.

– Quality of service and cost topped the list of important details outlined in online reviews for respondents at 87% and 78%, respectively.

– As much as 56% of respondents reported using online resources to find their most recent residential service provider.

– Still, a large majority (74%) regularly consult Yelp in the selection process of a residential service provider.

 

Willingness to Pay More for Better Reviews

Willingness to Pay More for Providers with Positive Reviews

Contrary to the popular belief that many will pick the cheapest option, one of the most compelling findings of this survey was that the overwhelming majority (86%) reported being willing to pay more for a service provider that had more positive reviews.

“Consumers highly value their dollars spent, and are typically willing to pay a higher price for what they believe is a better service or product,” explains Chris Sullens, CEO of Marthon Data Systems.

 

High Level of Value Placed in Online Reviews

Value of Reviews in Evaluating Residential Service Provider

As many of us are well aware, there are several different ways to go about searching for a residential service provider. One of them being the trusty ol’ Yellow Pages.

But with the advent of the world wide web, it is becoming clearer than ever that online reviews are fairly prevalent in purchasing decisions, as evidenced by this study.

You’ll see that nearly half of respondents considered them ‘Very valuable’ and only 1% considered them ‘Not at all valuable’.

“Putting an emphasis on customer relationships can certainly help,” says Sullens. “If a business consistently provides high-quality services, competitive pricing and quote accuracy, positive word-of-mouth from satisfied customers will come easily.”

 

Yelp Still the Top Performer in Most Used Online Reviews Sites

Most Used Online Reviews Sites

Ah, Yelp. Can’t live with it, can’t live without it.

When the Google search results data from the study on plumbers in the top 30 U.S. cities was broken down, Yelp still dominated at 43%.

“People are often surprised to hear that, of the 67 million reviews on Yelp (as of Q3 2014), only 20 percent of the reviewed businesses on Yelp are restaurants, and 11 percent of the reviewed businesses are in the home and local services category,” says Morgan Remmers, manager of local business outreach at Yelp.

Overall, this study shows that online reviews continue to be a strong influence in purchasing decisions. A reputation management tool such as ReviewInc could certainly help to boost your awareness of how your online reputation is faring online. Contact us at 1-877-9REVIEWS to set up a demo.

This study was conducted by Software Advice.  For full report, please contact us at support@reviewinc.com.