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50+ Statistics Proving the Power of Customer Reviews

Kristen McCabe
Kristen McCabe  |  September 20, 2019

In case you haven’t heard, reviews are all the rage.

Whether it’s finding a hotel, a place to eat dinner, choosing your next television, or CRM software for your company, reviews hold power.

Personally, I don’t like buyer’s remorse. Reviews are how I avoid this. If I’m shopping at Target considering a new printer or camera, I have no qualms taking a few minutes to check out the reviews on Amazon before making my final purchase decision.

Here you'll find customer review statistics that prove:

If you are a marketer (or any business professional!) and you have doubts about using reviews in your strategy, these stats will turn you into a believer.

After you’ve perused the statistical evidence, read our ultimate guide to customer reviews and learn how to put a review strategy into practice!

Customers are reading reviews

online-review-statistics-2019

  • Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017) 
  • 94% of customers read online reviews (Fan and Fuel, 2016)
  • 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017)
  • 72% of customers don't take action until they have read reviews (Testimonial Engine)

The impact of online reviews on sales and revenue

  • 92% of B2B buyers are more likely to purchase after reading a trusted review (G2 and Heinz Marketing, 2017)
  • Displaying reviews can increase conversion rates by 270% (Spiegel Research Center, 2017)
  • Businesses that claim their free listings on at least four review sites earn 36% more revenue than average (Womply, 2019)
  • Having five reviews results in purchase likelihood increasing by a factor of almost four times (Spiegel Research Center, 2017)
  • Displaying reviews for higher-priced products can increase conversion rates by 380% (Spiegel Research Center, 2017)
  • Purchase likelihood improves 15% when buyers read verified buyer reviews over anonymous reviews (Spiegel Research Center, 2017)
  • One-to-one peer recommendations, original research, and product reviews are the most influential content in affecting purchase decisions (Content Marketing Institute and SmartBrief, 2017)
  • A one star increase on Yelp can lead to a 5-9% increase in business revenue (Harvard Business School, Michael Luca, 2016)
  • 97% of shoppers say reviews influence buying decisions (Fan and Fuel, 2016)
  • 68% of Americans report positive reviews making them more likely to use a business (BrightLocal, 2017)
  • Given two products with similar ratings, consumers are more likely to buy the product with more reviews (Psychological Science, 2017)
  • Reviews produce an 18% uplift in sales (Revoo, as shared by Econsultancy)
  • Reviews make 71% of customers more comfortable purchasing a product (3D Cart)
  • 88% of buyers are influenced in their buying decision by reviews (Zendesk
  • Customers spend 31% more when a business has positive reviews (Broadly

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Consumer engagement with reviews

  • 92% of consumers trust peer recommendations. (Search Engine Watch, 2017)
  • 73% of customers value the written review over the overall star rating (Fan and Fuel, 2016)
  • 68% of consumers look for either information on the reviewer’s experience, or problems the reviewer experienced when reading reviews (Fan and Fuel, 2016)
  • Only 3% of buyers say that reviews never factor into their buying decisions (Fan and Fuel, 2016)
  • Only 13% of shoppers find the seller’s website to be the most helpful when buying consumer goods, and 17% when purchasing services (Fan and Fuel, 2016)
  • 60% of people read online reviews for a local restaurant or cafe (BrightLocal, 2017) 
  • 73% of consumers trust a local business more after reading positive reviews (BrightLocal, 2017)
  • 87% of American-based consumers need a business to have a minimum star rating of three or higher (out of five) to use it (BrightLocal, 2017)
  • 54% of consumers visit a local business’s website after reading a positive review (BrightLocal, 2017)
  • 71% of B2B buyers look at reviews during the consideration stage (G2 Crowd and Heinz Marketing, 2017)
  • 67% of B2B buyers rank peer reviews as very important when making a purchase decision (Demand Gen Report, 2017)
  • In 2018, 40% of consumers would only take into account local reviews written within the past two weeks. (BrightLocal, 2018).
  • 82% of buyers consider user-generated reviews to be extremely valuable (3D Cart)
  • 67% of B2B buyers want to see a mix of positive and negative reviews (G2 Crowd and Heinz Marketing, 2017)
  • 85% of buyers trust reviews as much as personal recommendations (BrightLocal, 2017)
    Related: Discover the 5 customer service skills that inspire reviews

The importance of replying to customer reviews

  • Businesses who reply to reviews at least 25% of the time have an average of 35% more revenue (Womply, 2019)
  • 53% of customers expect businesses to reply to their online reviews within seven days (Review Trackers, 2018)
  • 41% of consumers say that brands replying to reviews makes them believe the company really cares about their customers (Bazaarvoice)
  • Consumers spend up to 49% at companies that reply to reviews (Womply, 2019)
  • Not replying to reviews risks increasing customer churn by up to 15% (Chatmeter, 2017)
  • 89% of consumers read the replies to reviews (BrightLocal, 2018)
  • 7 out of 10 consumers changed their opinion about a brand after the company replied to a review (Bazaarvoice via Marketing Charts, 2013)
  • 16% of participants in a 2016 study expect businesses to reply to negative reviews in 1-3 hours (Get Five Stars, 2016)

Negative reviews can work in your favor

  • 72% of B2B buyers say negative reviews give depth and insight into a product (G2 Crowd and Heinz Marketing, 2017)
  • 40% of B2B buyers say negative reviews help build credibility for a product (G2 Crowd and Heinz Marketing, 2017)
  • 82% of shoppers specifically seek out negative reviews (Power Reviews, 2017)
  • Consumers spend four times as long interacting with negative reviews, with a 67% increase in conversion rate (Spiegel Research Center, 2017)
  • 92% of consumers have difficulties or hesitations purchasing an item with no reviews (Fan and Fuel, 2016)
  • 5 star businesses earn less in revenue than businesses with  a 1 - 1.5 star rating (Womply, 2019)
  • 95% of consumers get suspicious of fake reviews if there are no bad scores (Revoo, 2013)
  • The likelihood of purchase peaks at a star rating of 4.0 – 4.7, then decreases as the rating gets closer to 5.0. (Spiegel Research Center, 2017)
  • 68% of customers trust reviews more when they see a mix of good and bad reviews (Broadly)

The process of getting customer reviews

  • 68% of consumers have left a review for a local business after being asked to do so (BrightLocal, 2017)
  • Up to 80% of reviews originate from follow-up emails urging shoppers to review their purchases (Power Reviews, 2017)
  • Consumers with negative experiences are more likely to write a review than those who had a positive experience (Street Fight and Toluma, 2012)
  • Brands can expect their average star rating to increase after emailing buyers a direct link to submit reviews (Spiegel Research Center, 2017)
  • 80% of consumers aged 18-34 have written online reviews. Alternatively, 41% of consumers over 55 have written a review. (BrightLocal, 2018)
  • 7 out of 10 customers will leave a review when asked to do so (Broadly

The need for reviews and user-generated content

  • 84% of people trust reviews they read online as much as personal recommendations (Bright Local, 2017)
  • Only 34% of B2B Buyers are willing to consider vendor-related content as trustworthy (Demand Gen Report, 2017)
  • 83% of people think a business with a user-generated review on their landing page is trustworthy (BrightLocal, 2017)
  • 76% of consumers are more likely to trust content shared by their peers rather than content shared by brands (AdWeek, 2017) 
  • 81% of buyers generally conduct research before bringing in a vendor (Content Marketing Institute and SmartBrief, 2017)
  • 66% of buyers use sources outside of vendor materials during the research phase (Content Marketing Institute and SmartBrief, 2017)
  • Irrelevant content is the number one reason buyers don’t engage with vendors more frequently (Marketo, 2017)
  • Reputation makes up over 25% of a brand’s market value (Deloitte, 2012)
  • User-generated content is trusted by millennials 50% more than traditional media (Crowdtap via VPDM, 2014)
  • Experts believe that online reviews make up over 13% of how Google and other search engines rank local search results (Chatmeter, 2017)
  • 78% of customers who read reviews were satisfied with their purchase (Broadly)

Throughout all of the statistics, one fact remains clear: customer reviews matter.

We are living in a new world when it comes to purchase decisions; the buying process has changed, for both B2B and B2C buyers. 

Regardless of if you already utilize reviews, or you're just getting started with a review strategy, you want recent reviews. (And as many of them as possible!)


Start getting B2B reviews now, FREE

Now that you know the impact customer reviews have on sales and customer retention, it's time to build your own review strategy. If you're a B2B software or service provider, claim your G2 profile now. It's free and takes just five minutes. 

Get My Profile, FREE →

 

This post was originally published on  May 20, 2018, and  has been updated with new stats for 2019. 

Kristen McCabe
Author

Kristen McCabe

Kristen’s global marketing experience extends from Australia to Chicago with expertise in both B2B and B2C industries. Specializing in content, conversions, and events, Kristen spends her time outside of work time acting, learning nature photography, and joining in the #instadog fun with her Pug/Jack Russell, Bella. (she/her/hers)