October 29, 2018
A good majority, 65 percent, of consumers believe brands and retailers should respond to online reviews and 80 percent believe the response should be personalized.
Just 10 percent of consumers don't think a response is needed, according to the "Customer Review Report," from Uberall.
"It's critical for brands to have a proactive voice in these conversations,” said Josha Benner, Uberall co-founder, in a press release on the study. "Ready-to-buy shoppers aren't just looking for positive online reviews — they're actually evaluating the quality of an in-store experience based on online responsiveness."
Responding to online views, according to the data, could also boost customer loyalty as 86 percent of those polled would be more likely to shop at a store that responds to online reviews.
