Why Responding to Every Online Review Matters

Engaging with online reviews, both positive and negative, is a powerful practice that can impact your relationship with current customers as well as help you capture new ones. A study by Podium found that 57% of consumers say they’re less likely to engage with a business that doesn’t respond to online reviews.

Responding to reviews demonstrates that your business values customer feedback. According to a survey by ReviewTrackers, 52% of customers expect to hear back from brands within seven days of writing a review. Timely responses show that your business is actively engaged and cares about its customers.

A study by Podium found that 57% of consumers say they’re less likely to engage with a business that doesn’t respond to online reviews.

Engaging with both positive and negative reviews creates a sense of connection with your customers. According to a study by BrightLocal, 71% of consumers are more likely to use a business that responds to positive reviews, fostering a positive cycle of customer engagement.

Negative reviews can be challenging to read as a business but addressing negative reviews with professionalism and solutions can turn a challenging situation into a positive one. BrightLocal’s Local Consumer Review Survey reveals that 89% of consumers read businesses’ responses to reviews, making it an integral part of shaping your online reputation.

Engaging with reviews, particularly on platforms like Google, signals to search engines that your business is active and responsive. Google takes into account the frequency and quality of responses as a factor in local search rankings.

Responding to every review, positive or negative, is not just good practice—it’s a necessity for success. By actively participating in the conversation surrounding your business, you not only build trust and loyalty but also shape a positive online reputation that resonates with both current and potential customers.