It’s encouraging to know
Posted: Thu Feb 13, 2025 9:13 am
Negative reviews are now a direct call for help to our business. We will respond to any help we can within X hours or days of receiving it.
Positive reviews are now direct thank you notes to our company. We will respond with a thank you within X hours or days of receipt.
It will take resources from your organization to define X, but in an environment where customers expect you to respond , the task of responding must now move from the back burner to the hot spot on the stove. Past assessments of customer expectations about response times have yielded mixed results:
In 2016, GetFiveStars found that 15.6% of belgium number data expect a response within 1–3 hours, and 68.3% expect a response within 1–3 days of leaving a review.
In 2017, RevLocal found that 52% of consumers expect responses within 7 days.
Overall, 30 percent of survey respondents told Bright Local in 2017 that owners' responses were a factor they looked at in evaluating a business.
My own expectation is that all of these numbers will now increase as a result of Google's new feature, meaning the safest bet is the fastest response. If resources are limited, I recommend prioritizing negative sentiment, responding within hours rather than days as the best hope of winning the customer back. A "thank you" for positive sentiment can wait a few days if absolutely necessary.
that a recent study by Location3 found that brands that do a good job of responding to reviews had an average conversion rate of 13.9%, compared to low-responders who had a conversion rate of 10.4%. Depending on what you sell, those 3.5 points can be financially significant! But being better at responding isn’t always easy.
Positive reviews are now direct thank you notes to our company. We will respond with a thank you within X hours or days of receipt.
It will take resources from your organization to define X, but in an environment where customers expect you to respond , the task of responding must now move from the back burner to the hot spot on the stove. Past assessments of customer expectations about response times have yielded mixed results:
In 2016, GetFiveStars found that 15.6% of belgium number data expect a response within 1–3 hours, and 68.3% expect a response within 1–3 days of leaving a review.
In 2017, RevLocal found that 52% of consumers expect responses within 7 days.
Overall, 30 percent of survey respondents told Bright Local in 2017 that owners' responses were a factor they looked at in evaluating a business.
My own expectation is that all of these numbers will now increase as a result of Google's new feature, meaning the safest bet is the fastest response. If resources are limited, I recommend prioritizing negative sentiment, responding within hours rather than days as the best hope of winning the customer back. A "thank you" for positive sentiment can wait a few days if absolutely necessary.
that a recent study by Location3 found that brands that do a good job of responding to reviews had an average conversion rate of 13.9%, compared to low-responders who had a conversion rate of 10.4%. Depending on what you sell, those 3.5 points can be financially significant! But being better at responding isn’t always easy.