If you don’t respond to online reviews, it can have both positive and negative implications for your business or online presence, depending on the situation and the nature of the review.

Positive implications

• In some cases, not responding to positive reviews might not have any significant negative impact. Customers who leave positive reviews typically don’t expect a response, and their satisfaction with your product or service is already evident. (But how impressed are they when you do respond and thank them!)
• If you have overwhelmingly positive reviews and a few isolated negative ones, potential customers may not be as influenced by the negative feedback if they see that your overall rating is high and positive.

Negative implications

• Ignoring negative reviews can signal to customers that you don’t care about their feedback or experiences, which may create a negative impression of your business.
• Not responding to negative reviews can leave grievances unaddressed, leading to a potential escalation of the situation. The reviewer might become more frustrated and may share their negative experience with others, amplifying the impact of the negative review.
• It can make potential customers hesitant to engage with your business if they see unresolved issues or negative feedback without any response from you.
• Recent research (see references) shows that 4 out of 5 customers decided against buying a recommended product after reading a bad review online and 94% have been convinced to avoid a business altogether after reading a negative online review.

Overall, responding to online reviews, both positive and negative, is generally considered a best practice for businesses. Engaging with customers shows that you value their feedback and are willing to address their concerns. Here are some tips for responding to online reviews:

Respond promptly: Aim to respond to reviews, especially negative ones, in a timely manner to demonstrate your attentiveness and commitment to customer satisfaction.

Be polite and professional: Regardless of the review’s tone, respond with a courteous and professional attitude. Avoid being defensive or confrontational.

Acknowledge feedback: Thank customers for their positive reviews and express appreciation for their feedback. In the case of negative reviews, acknowledge the issue and apologise for any inconvenience caused.

Offer a resolution (if applicable): If the review highlights a specific problem, offer a solution or ask the customer to contact you directly to address the issue further.

Take the conversation offline (if necessary): For more complex issues, it’s often better to continue the discussion privately by inviting the customer to reach out to you via email or phone, or even face to face to show how seriously you take the issue.

By responding to reviews in a thoughtful and proactive manner, you can improve your brand’s reputation and demonstrate a commitment to excellent customer service.

If you would like to join the growing number of businesses embracing the benefits of this award-winning feedback system, simply visit www.workingfeedback.co.uk, email [email protected] or call 0800 043 2100.

References:

• Website Builder Expert