R eviews have become a staple of modern business interactions and it’s almost inconceivable to have a product or service that doesn’t allow for reviews in one way or another.

With BrandMentions you can now track the reviews you get in Google My Business, Play Store, App Store, and Facebook.

Review Section Is Now Live in BrandMentions

There is no doubt that reviews are highly important. Tracking them will surely help you better understand your customers, how they perceive your brand and therefore it will help you improve your business.

BrandMentions allows you to see all your mentions granularly, so you can better analyze the data coming from web, social or reviews.

mentions Reviews in BrandMentions

Tracking your reviews coming from Google My Business, Facebook, App & Play Store has never been easier.

You simply add your business name or  app's URL and BrandMentions does the rest. You are basically a few clicks away from knowing what people actually think about your business, company or app.

reviews in BrandMentions

Most of the time we even review reviews, through a system of rating the review itself, based on how useful people found it. We have sites and apps whose main function is to aggregate reviews and we have articles on the best, funniest or meanest reviews.

Google and Facebook have become No. 1 and No. 2 for online reviews. Sites that focus primarily on reviews (like Tripadvisor) are seeing less growth than Facebook and Google.

Get All the Insights You Need on Your Reviews

Knowing all your reviews is great. Knowing all the important KPIs about them is "greater".

BrandMentions allows you to see all the important marketing key performance indicators you need at a glance.

analytics mentions

You'll get to see, for instance, the overall sentiment of all your mentions or just specific metrics regarding reviews, like review stars. You can customize the data you want to see or share with your colleagues while also getting a pretty good idea on where your business is standing.

KPIs mentions

Reply to Your Reviews as Soon as You Receive Them

Consumers expect brands to respond to reviews and they are disappointed if that doesn't happen.

53% of customers expect businesses to respond to negative reviews within a week.

But 63 percent say that a business has never responded to their review.

review one star BrandMentions

BrandMentions offers you the possibility of replying to a review as soon as you get one. You can create a review alert, so no need to log in within the app.

You'll simply get a mail letting you know you have a new review.

Of course, you can customize your alert, so you'll get a notification only when specific condition happens (negative mentions, increased spike in reviews, etc.)

respond to reviews from BM

 

But why are we so addicted to reviews? What is it about them that we cannot picture a commercial interaction without reviews?

Here are some of the things reviews help you with: 

Track Reviews to Increase Credibility and Trust

Brand trust is one of the most valuable assets a business can have in today’s retail landscape.  Almost all (82%) of shoppers won’t buy from a brand they don’t trust, and 62% of shoppers choose products based on a brand’s reputation. One way to build consumer trust is by handing over the mic to their fellow peers to help advocate for your brand. Over three quarters (78%) of shoppers trust reviews, even more than family and friend recommendations. It’s not as simple as just displaying reviews; you have to ensure that they are authentic. If shoppers suspect a product has fake reviews, 36% would not buy the product, 28% would not trust the brand, 27% would not trust the site’s other reviews, and 25% would not purchase from the website — and 18% said all of the above.

94% of online customers read reviews before making any purchasing decisions.

Small Business Trends (2017) shows 83% of job seekers use reviews to support their decisions on which companies to apply to. And 84% of patients use online reviews to evaluate physicians before checking in.

85% of consumers trust online reviews as much as personal recommendations.

Positive customer reviews make 73% of customers trust a business more.

Monitoring Reviews Helps Boost Social Proof

You may be surprised to learn that it isn’t just positive reviews that consumers find helpful. Over half (60%) say negative reviews are just as important in their decision to buy. The majority (62%) say it’s because they contain more pros and cons than positive reviews. But when browsing your reviews, shoppers are most likely to be influenced by a high number of reviews (46%), followed by star rating (42%) when making a buying decision. Shoppers who usually don’t read reviews say they would like to see more reviews from people like them and more customer photos.

reviews in analytics

The “Local Consumer Review “LCR” Survey 2018” by BrightLocal revealed that 86% of consumers read reviews for local businesses.

The LCR survey showed that:

57% of consumers will only use a business if it has 4 or more stars

  • 80% of 18-34-year-olds have written online reviews – compared to just 41% of consumers over 55.
  • 91% of 18-34-year-old consumers trust online reviews as much as personal recommendations.

Reviews Help with Recognition and Sales

Putting it simply, customer reviews:

Drive traffic to your website. According to BrightLocal, 57% of customers visit a company's website after reading positive reviews.

Improve your website’s SEO. The more your brand is mentioned online, the more visible you will be to search engines.

Increase click-through rates. Google states that having seller ratings can increase CTR by up to 17%.

Encourage spending. According to Planet Marketing, up to 31% of people are likely to spend more on a business that has positive reviews. This makes sense since they know more ahead of time about what you're selling and if it will work for them.

A study by the Harvard Business School found that online reviews can demonstrably impact your bottom line.

Brands that are viewed positively have better sales, but even improving your star rating can have a positive effect on your sales.

According to the study, a one-star improvement on Yelp.com leads to a boost of 5% to 9% on sales in the short term. Even a small improvement can have a massive impact.

Track Reviews to Improve Customer Loyalty

 94% of online shoppers reported that a negative review has convinced them to avoid visiting a business.

Many shoppers distrust businesses that have ratings below (or even above) four stars. This leaves a small margin of error at the top, but companies with better average ratings are significantly more likely to see views converted to traffic and sales.

3 stars reviews

Almost two-thirds of shoppers think that online reviews are an essential part of the decision-making process. When they want to know the best places to go, they’re more likely to turn to Google, Yelp, and TripAdvisor than they are to a newspaper or even their friends and family.

 

I hope that by now we have convinced you not only how important reviews are for your business but also how easy it is to track them within BrandMentions. So, take the app for a spin and tell us what you feel about the new review feature.

Cornelia is a proud Digital Marketer @ BrandMentions. When she is not documenting for the next amazing case study, she is probably somewhere trying out a new extreme sport such as Hang Gliding. Also, she's an avid traveler, extreme sports enthusiast, and aspiring drum singer.