How to Get More Positive Online Reviews

Online reviews can make or break your business! Business’ with lots of positive online reviews will always be considered first! Think about the last time you searched for restaurants near you. Maybe you were looking for “Chinese Food Near Me” and you see 3 options. Option 1 has 10 reviews with the average review being 3 stars! You think there is no way we are going there! The next best option had 20 reviews with the average review being 9.5. Your last option has 100 reviews with the average review rating of 9.5 stars. Which restaurant are you going to go to? Exactly! No brainer. Its probably the business with 100 good reviews. So, it’s not just poor reviews that hurt you, but also not having more reviews than your competitors. To help you understand why online reviews are so important for any business, here are some interesting facts!

10 Shocking Online Review Facts You Must Know!

  1. Nearly 95% of shoppers read online reviews before making a purchase (Spiegel Research Center, 2017) 
  2. 72% of customers don’t take action until they have read reviews (Testimonial Engine)
  3. Displaying reviews can increase conversion rates by 270% (Spiegel Research Center, 2017)
  4. 97% of shoppers say reviews influence buying decisions (Fan and Fuel, 2016)
  5. 93% of local consumers use reviews to determine if a local business is good or bad (BrightLocal, 2017)
  6. 82% of shoppers specifically seek out negative reviews (Power Reviews, 2017)
  7. 92% of consumers have difficulties or hesitations purchasing an item with no reviews (Fan and Fuel, 2016)
  8. 84% of people trust reviews they read online as much as personal recommendations (Bright Local, 2017)
  9. Consumers with negative experiences are more likely to write a review than those who had a positive experience (Street Fight and Toluma, 2012)
  10. Brands can expect their average star rating to increase after emailing buyers a direct link to submit reviews (Spiegel Research Center, 2017)

In this article, we are going to explain 3 secrets to getting more online reviews so you can obtain new customers, keep existing customers coming back, and increase your business credibility!

1.  Where Should I Collect Online Reviews?

First off, you need to know where your customers are actively seeking out your products and services. Of course, Google is a great place to get online reviews, but if you are in a very specific industry like hospitality or food industry, focusing in on getting reviews for trip advisor might be more beneficial than getting online reviews on Google! There are tons of review sites that you might want to investigate. To name a few…

5 Popular Online Review Sites

  1. Google
  2. Facebook
  3. Yelp
  4. Trip Advisor
  5. Yellow Pages

Now that you have picked where you want to get reviews, you need to think about where and when you are going to ask your customers for reviews.

2. Asking for The Online Review

It’s important that you ask your customers to give you reviews! Yes, it can be that simple! You could literally ask them and hope that they complete the review, you could attach the link for a review on the invoice you send out, or in an email. Another good alternative is adding a link on your email signature. We find by just asking the customer, there is a good chance they won’t give you the online review. Sending them the link to your review pages is a must as this can increase the conversion to get a review 10-fold.

How can you get more online reviews?

  1. Ask your customers!
  2. Email a link
  3. Text the link
  4. Add the link to your invoice
  5. Add the link to your email signature

3. New Process for Getting More Online Reviews

Creating a process for collecting reviews is so important as every happy customer is an opportunity for a positive review. Create a process to help you get the most out of your efforts. Here is a simple process you can implement into your existing process’ to get more online reviews!

After completing a service for a customer, have someone follow up with the client. This shouldn’t be the account rep or sales rep that helped the customer as customers might not be completely transparent about their experience. Instead get the owner, manager or administrator to complete these surveys.

You can create a templated survey for consistency with a few solid questions. You can review the results with your team! Here is an example of what that might look like.

5 Must Ask Customer Survey Questions

  1. On scale of 1 – 10 “10 being the best” how easy was it for you to book and complete your service?
    1. If below 10: What would it take for us to make it 10?
  2. On scale of 1-10 “10 being the best” how friendly and knowledgeable were our staff?
    1. If below 10: What would it take for us to make it 10?
  3. On scale of 1-10 “10 being the best” How happy are you with your recent “service/purchase”?
    1. If below 10: What would it take for us to make it 10?
  4. On scale of 1-10 “10 being the best” How did you hear about us?
    1. If below 10: What would it take for us to make it 10?
  5. On scale of 1-10 “10 being the best” How would you rank your over all experience
  6. Bonus: What is one thing we could do to improve your experience?

Customers appreciate the time you take to get the insights and feedback on their experience so you can improve your business, customer service standards and get insights as to how your team handles your customers. When surveys go well, you can ask for a review and email them the link. If the survey is poor, you can escalate the issue to management, and they can follow up to turn that negative feedback into a raving customer!

Most times customers want to be heard. Not only will surveying your customers result in more reviews, but it will also assist in mitigating poor reviews if poor customer experiences are recovered and handled properly in an appropriate amount of time. This information can give your team performance insights and when the proper actions are taken to remedy future potential poor experiences, this can greatly limit your customer turn over, negative reviews and transform your customer experience and satisfaction!

Reviews are simply more than reviews! This is the real feedback from your customers that should be taken very seriously!

4. Bonus! The Ultimate Tool to Getting More Positive Online Reviews!

We decided to develop a tool that would help business…

  • Collect key feedback from customers
  • Understand team performance
  • Mitigate poor reviews
  • Build positive online reviews

We develop a web page for any business. This webpage can be set up on a tablet and actually be placed by the checkout or you can hand it to your customers on a tablet to complete. The image below will give you an idea of how it works in store.

Consistently get reviews & Feedback!

Set up a tablet at your business or attach the link on your invoices and start collecting reviews and feedback from your customers!

Step 1: We will set up a landing page for your business and customers can rank you on a scale of 1-5.

Get feedback + improve customer experience!

Step 2: Customers that rate you below 5 stars will get the opportunity to voice their frustrations!

This feedback is sent to the manager or owner of the business via email. Protecting your business from poor reviews! 

This gives you the opportunity to address a poor customer experience while giving you real insights on your team’s performance.

In-Store Review

Step 3: Customers that rate you 5/5 in-store will be asked for an email. We then send them a link to your review page!

Mount your tablet close to where your customers gravitate, for example, by the reception, by the coffee machine, or on a mobile tablet, you can hand to your customers and start building your online reviews!

Sending A Link!

Step 3: Customers that you send a link to and who rate you 5/5 will be prompted to click the link that will direct them right to your review page.

Send your Get More Online Reviews link via email, text, or on your next invoice!

If you guys are interested in leveraging a review system you can count on try out our demo at getmoreonlinerevews.ca/live-demo/

Let us know what you think!