The Importance of Responding to Online Reviews

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Approximately 87% of consumers read online reviews for local businesses in 2020. While 80% of consumers have written online reviews, and interestingly, 20% of consumers expect a response within 24 hours.  

If you are a small business owner or an established brand, do you respond to online reviews, either good or bad?  

If not, here are 3 reasons why you should respond to the reviews regardless of whether they’re negative or positive. 

  1. Replying to reviews can boost your online reputation management.
  2. Bad reviews are an excellent way to know the pain points of your customer. So, acknowledge their review and offer them solutions with further discussions.
  3. If you want to multiply your purchases, always respond with thank you and kind words to a positive review. 

We are often asked, does responding to online reviews actually affect SEO? 88% of consumers nowadays take online reviews just like personal recommendations. Let’s be honest, would a review of a product affect your buying decision?  

Online business success depends on reviews more than you realize. Approximately 97% of consumers shared that reviews impact their buying decision; that’s why review management has to be a number 1 priority for every business. 

The findings of the annual Google Local Rankings Survey by Darren Shaw of Whitespark showed that reviews were responsible for 15.44% of how Google ranks a local business. this should clear our doubts about how reviews can help improve search engine optimization rankings. 

Your business reviews are the most common source of online recommendations for customers, as Google is a widely used search engine around the globe. However, getting a bad review or low Google ratings may seem like the end of your online journey. A good online reputation management strategy will help with handling negative reviews, as well as to maintain a resilient average review rating. 

The key strategy is to be prompt with your review response.  Here are the six reasons why responding to online reviews promptly is important for your business. 

Table of Contents

Improves SEO and Google Ranking

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If you respond to online reviews, it improves your local search engine optimization. It will also increase your chances of dominating Google. 

On its” Google My Business” page, Google itself confirms that responding to online reviews improves your local SEO. More positive reviews will not only increase your business visibility but also enhances that a potential customer will return.  

Wins Customer Trust

IntriTech Blog - SEO Customer Trust

The indicator of excellent customer service is how quickly you respond to reviews.  Timely responses by businesses to customer opinions make them feel valued. A survey conducted by Review Trackers in 2018 showed, 53% of customers expect businesses to reply to their reviews in a week.  

Customers appreciate it when businesses respond fast. Google statistics show that online companies with review responses are considered 1.7 times more trustworthy than businesses that don’t.  When you promptly respond to your customer’s concerns and queries, you’re not only helping that one individual who wrote it but also making an impression on others who reads it.

Can Change Existing Negative Reviews

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It happens when online brands and businesses respond to a customer’s feedback, chances are, and the buyers who have written bad reviews will change their minds and delete it or turn the negative review into positive ones. 

Harris study recently shared a survey report: 

“Report shows that after getting a response from the company, 34 percent customers deleted the bad reviews and 33 percent of customers turned their negative feedback into a positive one.” 

The vital thing to note down here is,  

  • No doubt, bad reviews can be a risk for your online reputation. But it also provides you an opportunity to win people’s trust than the businesses with zero feedback.  
  • Moreover, negative feedback is the best way to turn an unsatisfied customer into a happy one. 

Future Negative Reviews

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Big businesses have suffered the consequences of ignoring bad reviews. 

For example, Nestle ignored bad comments on their environmental practices; hence, more people noticed and started a social media campaign. Eventually brand addressed the issue and later published an apology. 

What is the lesson? Don’t ignore the negative reviews; otherwise, there’s a higher chance that this bad feedback will start multiplying in the next few days.  

Increases Google Rating

You can increase your online ratings by simply responding to consumers’ reviews. When people notice that a company or brand is responsive, they are more likely to be concerned and share honest reviews. 

A survey conducted in 2018 by TripAdvisor showed that feedbacks responses resulted in a 12% boost in their review quantity. The numbers may not be high, but it shows the positive effects on responding to online reviews. 

Live Interaction with Your Customer

Whether you get negative or positive reviews on your newly launched products, you should always respond in a timely, because it is another way to show respect to your customer’s time. 

Fast response time can also provide you a great opportunity to have a real-time interaction with your customers to gather more feedback on your service. Real-time interactions can also help you to improve your products or services further. 


When it comes to online reputation management, companies have 2 options: 

  1. Hiring a third-party online reputation management service
  2. Implement online feedback response systems 

The first one makes communication with your consumers engaging and personable. By hiring an online reputation management service to handle your feedback, you can rest assured that your consumers’ responses are being timely cleared, saving your energy, resources, and time.  

After seeing the data of researches, no business owner should ignore the need to prioritize responding to their consumer’s online reviews. Responding to positive and negative feedbacks not only improves SEO rankings but also builds the trust of your online audience.

IntriTech has a FREE Reputation Management app

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