Consumer Reviews Impact On Your Brand

Local reviews are more influential than ever, with 91% of consumers stating that feedback on local branches shapes their overall perception of big brands. Responding to reviews is critical—88% of consumers are more likely to choose a business that replies to all reviews, and interestingly, 58% prefer AI-generated responses over those written by humans.

Social media platforms, particularly Instagram (34%) and TikTok (23%), continue to be key players in how consumers research businesses. In fact, most people now use multiple sites to check reviews—36% consult two sites, and 41% use three or more before making a decision.

Having a presence on multiple review platforms is essential, as 77% of consumers turn to at least two platforms during their research. Google remains the top spot for reviews (81%), followed by Facebook (45%) and Yelp (44%). Additionally, consumers expect a business to have between 20-99 reviews before considering it, with 59% holding this expectation—a figure that’s remained steady since 2023. Alongside the quantity of reviews, businesses should aim for a minimum average star rating of 4.0.

When asking for reviews, timing and method matter. Emails work best, but asking during the experience also sees good results. However, be aware of review request fatigue, as consumers are becoming more selective about when they’ll provide feedback.

In today’s landscape, managing your brand’s reputation requires a strategic approach. Focus on delivering exceptional customer experiences that naturally encourage positive reviews, and ensure your brand is well-represented across all relevant platforms.

For more insights, you can read the full blog post here.