Consumer Fusion® Reveals How Negative Reviews May Affect Potential Customers

Consumer Fusion® Reveals How Negative Reviews May Affect Potential Customers

Yes, negative reviews can deter potential customers, make sure your business has its best online footprint forward.

When looking at reviews for a company, do you gravitate toward the negative or positive comments first? How much do the negative reviews sway you? Consumer Fusion, Inc.®, a leading software company specializing in online reputation management, recently conducted a survey on how negative reviews alter the decisions of potential consumers. In a survey with more than 1,000 respondents, nearly 80% stated that a negative review prevented them from choosing a selected business.

Marketing Technology News: Singlewire Software Wins 2021 Commercial Integrator Best Award for InformaCast with Zoom Phone

“Our survey found that negative reviews can have an impact on consumers’ decisions,” said Brynn Gibbs, CEO of Consumer Fusion. “Yet it was also telling that a large percentage of consumers are also looking at business owners’ responses to negative reviews.”

“A business’ online reputation and engagement with customers can be just as crucial as its in-person delivery of services,” continued Gibbs. “While business owners dedicate an incredible amount of time and energy into the day-to-day operations of their companies, ensuring that the first online impression is satisfactory is just as important because businesses could be losing potential customers over a minor mishap.”

The following are the key findings from the survey:

  • Nearly 90% of people stated that they read business owners’ responses to negative reviews.
  • Nearly 80% of people said a negative review prevented them from choosing a particular business.
  • 75% of people stated that they had left a negative review before.
  • 55% of people answered that they would read a negative review before a positive one.

“Our survey also found that most respondents expected business owners to respond to reviews in a timely fashion, and consumers were more likely to visit a business that did respond to negative reviews,” added Gibbs. “Our team works with businesses of various sizes to manage review responses and help maintain honest reviews.”

Marketing Technology News: OUTFRONT Media Welcomes Back NYC Transit Riders With ‘Live, Play, Eat, See’ Campaign