Let's talk about statistics:
Posted: Sun Dec 22, 2024 9:04 am
As ReviewTrackers shows, more than half of customers want a response to their negative review. More than 60% of them did not get their expectations met.
Users note that those companies that respond to customer comments do not do so as quickly as they would like. About 55% wait for a response within a week, while every third wants to receive a response from the company within three days.
According to research by Uberall, a email database indonesia third of the audience leaves a company if their review is left unanswered.
If a company responds to at least three out of ten reviews, its conversion rate increases more (from 33% to 80%) than when only one comment out of 10 receives a response.
To summarize: 97% of users who read reviews from other buyers also read the company's responses to them.
You can't leave consumer comments unanswered, especially if you want the reviews to be complete, clear and positive. And you should strive for this, because reviews from people who have already familiarized themselves with your products are very interesting to potential buyers. First of all, they study the comments about the product, and only then make a decision about the purchase. By reading customer reviews and responses to them, people form their opinion about the company.
You benefit from expanding feedback about the company. But the client does not benefit from writing a review. As statistics show, most people are not really interested in this: consumers just buy the product and that's it. They either forget to write a review or do not want to spend time on it.
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"How to get contacts from a client: the most effective methods"
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Exceptions are the peak urgency and the return period.
As a rule, the peak of urgency lasts several days from the moment of receiving the service or purchasing the product. This concept refers to the time period during which the action remains relevant, and the buyer has no trouble writing a review. After a couple of days, the importance/need for the consumer begins to decline. This is especially evident in such frequent reviews as: “The product was delivered. Everything is fine. I will add to the review later.”
Often it remains like that, without any additions. This happens because the peak of urgency has passed.
Return time is a rather unstable factor. The countdown may start with the breakdown of the product or the detection of a defect after some time, or in other more complex situations. For example, a person bought a multicooker on the Ozon marketplace. Everything worked fine for two years. One fine day, after a delicious lunch, which was prepared using a multicooker, a person decides to write a positive review on the online platform where he bought it. If the product was taken from an offline store, then after a while the consumer can return to it for a new product.
Let us remember that it is the company that is interested in feedback, not the buyer. Therefore, you need to motivate customers to leave reviews. It is best if the texts are detailed and positive.
A good motivation method is to respond to every customer review of the product. This way you demonstrate to potential buyers that the company:
Users note that those companies that respond to customer comments do not do so as quickly as they would like. About 55% wait for a response within a week, while every third wants to receive a response from the company within three days.
According to research by Uberall, a email database indonesia third of the audience leaves a company if their review is left unanswered.
If a company responds to at least three out of ten reviews, its conversion rate increases more (from 33% to 80%) than when only one comment out of 10 receives a response.
To summarize: 97% of users who read reviews from other buyers also read the company's responses to them.
You can't leave consumer comments unanswered, especially if you want the reviews to be complete, clear and positive. And you should strive for this, because reviews from people who have already familiarized themselves with your products are very interesting to potential buyers. First of all, they study the comments about the product, and only then make a decision about the purchase. By reading customer reviews and responses to them, people form their opinion about the company.
You benefit from expanding feedback about the company. But the client does not benefit from writing a review. As statistics show, most people are not really interested in this: consumers just buy the product and that's it. They either forget to write a review or do not want to spend time on it.
Read also!
"How to get contacts from a client: the most effective methods"
Read more
Exceptions are the peak urgency and the return period.
As a rule, the peak of urgency lasts several days from the moment of receiving the service or purchasing the product. This concept refers to the time period during which the action remains relevant, and the buyer has no trouble writing a review. After a couple of days, the importance/need for the consumer begins to decline. This is especially evident in such frequent reviews as: “The product was delivered. Everything is fine. I will add to the review later.”
Often it remains like that, without any additions. This happens because the peak of urgency has passed.
Return time is a rather unstable factor. The countdown may start with the breakdown of the product or the detection of a defect after some time, or in other more complex situations. For example, a person bought a multicooker on the Ozon marketplace. Everything worked fine for two years. One fine day, after a delicious lunch, which was prepared using a multicooker, a person decides to write a positive review on the online platform where he bought it. If the product was taken from an offline store, then after a while the consumer can return to it for a new product.
Let us remember that it is the company that is interested in feedback, not the buyer. Therefore, you need to motivate customers to leave reviews. It is best if the texts are detailed and positive.
A good motivation method is to respond to every customer review of the product. This way you demonstrate to potential buyers that the company: