67% of customer reviews are now published on Google
Marketers understand the incredible impact online reviews can have on their business and the ability to attract new customers. However, the world has entered uncharted territory as consumer behavior rapidly changed due to the pandemic. Which begs the question: how have online reviews been impacted?
Additional data uncovered in Birdeye’s 2021 report revealed that:
- 45% of all review requests were sent by SMS in 2020
- Retail businesses sent more review requests than any other industry in 2020
- In 2020, the average consumer open rate for review request emails was 69%.
- The conversion rate for review requests sent by email is 21% and 30% for text messages.
- Only 28% of reviews currently receive a response from businesses, across all industries
To secure online reviews, many marketers send review requests via email or text. While the pandemic has forced many companies to close their storefronts, the overall number of review requests has declined only slightly. In 2020, the average business sent 1.2% fewer review request emails and 4.6% fewer request text messages, by location, than in 2019. This shows that after reopened businesses, they typically pick up where they left off, underscoring the value of online reviews to businesses.
“During the pandemic, we had to quickly change our business strategy from on-site catering to offering curbside pickup,” said Carissa Newton, Marketing Director at Cunningham Restaurant Group. “We are fortunate that many of our customers over the past year have left us with reviews, in which they thanked us for the cleanliness and safety precautions we provided during COVID. These reviews have helped our restaurants to stay open, even when our foot traffic has decreased. ”
In the first three months of the pandemic, Google disabled its reviews to protect the online reputation of small businesses. Yet even without these three months, Birdeye discovered the disproportionate impact of Google on reviews. According to the report, 67% of all online reviews are written on Google, and Google is quickly gaining traction on sites like Facebook and Yelp.
“The pandemic has changed consumer behavior so much that marketers naturally wondered if online review traffic would be affected,” said Dave lehman, President and Chief Operating Officer of Birdeye. “Our report illustrates how the world of marketing has changed in the digital age. Consumers will make their voices heard, even in the midst of unprecedented circumstances. Multi-site businesses have a real incentive not only to listen to their customers, but to understand them as well. , connect with them and take action. “
Birdeye is an all-in-one experience marketing platform for multi-site businesses. Over 60,000 businesses of all sizes use Birdeye every day to be found online and chosen through lists, reviews and referrals; be connected with prospects and customers on the channels of their choice, and deliver the best customer experience with survey, ticketing and analysis tools. Learn more about birdeye.com.
BLASTmedia for Birdeye
SOURCE Bird’s eye