Customer Experience Metrics

Today's consumers are smart. They are resourceful. They understand what they want, and they are very good at validating their purchase decisions. Consumers are using online reviews to make purchasing decisions. Online reviews are the crux of measuring the customer experience. Metrics obtained by studying online customer feedback can help businesses better understand their audience, how they learn, and how they communicate.

Customer Experience – The Metrics

90%

90% of American consumers read online reviews before making a purchase decision.

79%

do so to make sure the product or service is good.

61%

read reviews to make sure the product or service works.

53%

read reviews to make sure that they don’t get ripped off.

90%of consumers think that online reviews are more important than any information provided by a salesperson

Only 13 % of consumers will consider buying from a business that has a 1- or 2-star rating.

A strong positive review can sway a consumer to pay nearly 9% more for a product or service.

For a consumer, online review equals trust.

37% percent of consumers are suspicious of businesses with only positive reviews, and they will remain skeptical of those that seem too good to be true.

Reviews inspire twice as much trust as general social networking “likes”. 50 percent of consumers think that reviews (positive and negative) are the best peer-to-peer contribution to trust.

78%percent say that seeing management respond to online reviews makes them believe that the local business cares more about them.

SEARCH ENGINE OPTIMIZATION

Consumers trust online reviews over natural search engine results.

Content found in consumer-written online reviews (46%) ranks ahead of posts by companies or brands on social networks like Facebook and Twitter (15%) in terms of trustworthiness. Consumers also trust online reviews over natural search engine results.

Reviews can even influence up to 10% of a business’ search ranking

800 words of review text can make up as much as 70% of fresh content for your page, which search engines will reward with higher search results.

69% of consumers believe that reviews older than 3 months are no longer relevant, and 15% say only relevant reviews are those written within 2 weeks

Social Media & Mobile

In terms of trustworthiness, content found in consumer-written online reviews (46%) ranks ahead of posts by companies or brands on social networks like Facebook and Twitter (15%).

83% of shoppers find new products through peer-to-peer reviews and social media.

81% of consumers receive advice about an upcoming purchase from other customers via a social site

74% admit that the information eventually influenced their purchase decision.

59% read reviews at home from their smartphones, 54% use their laptops at home, and 34% view reviews from their smartphones while in-store.

Consumers want a business to have a
4 or 5 star rating.

Brands want consumers to leave
actionable feedback.

Is the customer experience important to your business? Find out how you can improve your reviews by 400%.

ReviewTrackers empowers clients with a powerful, easy-to-use software platform that helps businesses efficiently monitor their online reviews, manage their business reputation, and understand their customers in ways that make a positive impact on their bottom line.