Google reviews are a quick and easy way for customers to share what they think about a particular business with other Google users.
Not only does Google have the most online reviews (about 73%—or more than six times its closest competitors combined), it also attracts the most review readers. In 2021, for example, 81% of consumers used Google to evaluate local businesses (up from 63% in 2020).
Because Google reviews appear next to your business profile in both Maps and Search, they help convey your credibility and can impact your search rankings. Here are three reasons why customer reviews and feedback are so important on Google, and how you can get the most from them.
3 Reasons Google reviews matter to your business
- They’re widely read
Most people turn to Google when they want to find out more about a specific product or service—and see what others have said about dealing with the businesses that provide it. In fact, Google accounted for approximately 84% of the worldwide search market as of December 2022.
- They make your business easier to find
How prominently your business features in search results is partly determined by your Google review count and score. According to Google support, for example, having more reviews and positive ratings can improve your local search ranking.
- They encourage more customer visits
The more 4 or 5-star reviews you earn, the more likely people are to visit your website or business. Not only do statistics show more than 99.9% of customers read reviews when shopping online, 85% consider ‘overall average star rating’ the most important factor for deciding which local business to use.
How to get the most from your Google business reviews
Google makes a couple of things about business reviews clear:
- Reviews are useful for potential customers when they’re honest and objective
- Customers find a mix of positive and negative reviews more trustworthy
So it stands to reason that being proactive about collecting and following up on Google reviews—for better or for worse—is an effective way to create brand trust and earn customer loyalty.
Here’s how you can get started.
Verify your business profile on Google.
This will ensure your business shows up on both Search and Maps.
Encourage your customers to leave feedback online.
First make it a habit to provide an outstanding customer experience—then encourage customers to review or leave feedback for your business on Google.
You can make it even easier than it already is for customers to post a Google review by creating and sharing a dedicated link via email, chat, or purchase receipt.
Monitor and respond to your reviews.
Keeping an eye on what people are saying about your business on Google is a great way to discover and resolve recurring issues with your product, service, or customer interactions. The more responsive you are, the easier you’ll find it to manage your online reputation.
For example:
- Thanking reviewers for positive comments shows you care what customers think of your business
- Responding empathetically to negative online reviews shows customer satisfaction is important to you—and that you’re willing to do what it takes to solve problems or fix your mistakes
It’s worth noting that more than half (56%) of consumers have changed their minds about a business based on its responses to customer reviews.
Paying attention to your Google business reviews can ultimately help you create value for your customers, gain a competitive edge, and avoid turning prospective buyers away before they have a chance to try your product or service.
