Ratio of reviews written by respondents to every 100 companies they have done business with Most respondents had written between 5 and 10 reviews out of

Ratio of reviews written by respondents to every 100 companies they have done business with

Most respondents had written between 5 and 10 reviews out of every 100 companies they have done business with.

2.0%

8.6%

28.3% 29.6%31.6%

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Level of positive versus negative reviews respondents typically write

Respondents were generally more likely to write positive reviews compared to negative reviews.

10 % Positive 90% Negative

25% Positive 75% Negative




2.0%

8.6%

28.3% 29.6%31.6%


Greatest influence on respondents’ decision to write online reviews

Approximately six in every ten respondents indicated that their main influence for leaving a review was because they “felt the need to share” their good/ bad experience.

24%

15%59%

1%I was asked by staff to complete a simple and convenient review process

An incentive was offered if I completed a review

I felt the need to share my good or bad experience with others

Other


Reasons respondents leave negative reviews online

The main reasons highlighted for leaving a negative review was “to make sure others are aware of my experience before they buy” and because “The business owner will read it and hopefully make changes”.

38%

62%

1%

The business owner will read it and hopefully make changes

I want to make sure others are aware of my experience before they buy

I want the business to expe-rience customer loss until they correct the issue


Actions that would make respondents consider changing their negative reviews to a positive review within 24-48 hours

Most respondents would consider changing their negative review to a positive one if a “Manager contacted me to understand & try to correct the problem”, if a “member of staff contacted me to understand & try to correct the problem” and if the “company contacted me via email or phone and said they would correct the issue”.

23.7%

36.8%

19.1%

7.9%10.5%

2.0%


Times when respondents normally leave an online review

Most respondents would leave an online review within “24- 48 hours after” purchase, while others indicated they would definitely do it the “same day” of purchasing.

When I am at a business

Within the first 2 hours after a service or purchase is complete

The same day of my service or purchase

24- 48 hours after my service or purchase

Other

0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0%

2.0%

4.6%

22.4%

63.2%

7.9%


In cases when you did not leave a review, which of the following best explains why?

Most respondents did not leave reviews because they “did not remember” or due to a lack of “time” to complete same. Further, about one in every ten respondents highlighted the lack of “incentive” and that they “did not see the option to leave a review”.

No time to leave review

I did not remember

to leave one

I did not see the option to

leave a review

I only leave reviews when I have a bad experience

No incentive was offered

Other

21.7%

26.3%

11.2%8.6%

13.2%

19.1%


What would make respondents more likely to leave an online review

Respondents believe they would be more likely to leave a review “if there was an easy and convenient place” to do so (39%), “if the employee that helped” asked for a review (26%) and “if an email” was sent a few days after purchase, requesting a review (22%).

26%

38%

13%

22%

If the employee that helped me asked me to leave a review

If there was an easy and convenient place to leave a review

If I knew the entire staff & owner would read it

If I was emailed a few days later to leave a review


How respondents believe companies will be influenced by their negative reviews

The majority of respondents believed that negative reviews will “inform and might have an impact on a business” (72%).

19.2%

72.0%

8.8% It informs and DOES NOT really impact a business

It informs and MIGHT have an impact on a business

It informs and can have a MAJOR NEGATIVE impact on a business


Proportion of respondents who read reviews about a business before buying or contacting them

The significant majority (90%) of participants indicated that they “read online reviews before buying or contacting” a business.

90%

10%

Read online reviews before buying/ con-tacting business

Do not read online review before buy-ing/ contacting business


The company respondents would CALL FIRST if they were searching online for a local business

55%

27%

18% The business that had excellent 5 star reviews and a great reputation

The business that offered the cheapest service

The business that came up first in the search results

Most respondents would first call “The business that had excellent 5 star reviews and a great reputation” if they were searching online for a local business.


Documents

Ratio of reviews written by respondents to every 100 companies they have done business with Most respondents had written between 5 and 10 reviews out of