Potential customers read your responses If you think that only negative customer feedback needs to be addressed, think again. 96% of online users actively read not only customer reviews but also the company’s responses, especially to neutral and positive comments. In fact, 40% always read the responses!
Your efforts will pay off because people are genuinely interested in how you engage with other customers.
Public relations are trending Communication in the digital space happens mostly in public, whether through comments or discussions. This trend is gaining momentum, especially since it's easier to respond to large numbers of user reviews using AI and automation. Companies that don’t engage in public conversations tend to lose consumer trust.
Stay ahead by responding to the changing environment and stand out from the competition by building personal connections with your customers.
The likelihood of purchase increases Responding to customer feedback can literally pay off. According to a 2023 BrightLocal survey, 88% of respondents said they were more likely to purchase from a company that actively responds to feedback. And it doesn’t matter if the feedback is positive or negative.
Regardless of the type of feedback, it’s crucial for customers to see that your company is paying attention.
Your company becomes more visible To new visitors, your online store might just seem like a well-designed site. But they’re curious about what’s happening behind the scenes—what kind of support will they receive in case of a conflict? How does the company respond to suggestions or improvements? All of this can be answered by how you engage with customer feedback.
Don’t miss the opportunity to respond to customer reviews—it's a great way to showcase what happens inside your company.
Your rating improves When companies respond to customer feedback, their ratings can increase significantly—anywhere from 0.12 to 1 or 5 stars. A study by Harvard Business Review found that six months after responding to their first review, a third of companies surveyed saw their ratings improve by at least half a star!
Paying attention to feedback and consistently providing thoughtful responses can result in a noticeable increase in your company’s rating.
Conclusion Responding to customer feedback in a personalized and thoughtful way not only shows that you respect your customers but also that you value the time they took to engage with your company. These efforts lead to increased sales, better ratings and reviews, more visitors, and ultimately, more customers.