66% of Americans trust an anonymous, online review more than they trust a recommendation from an ex-boyfriend or ex-girlfriend.

66% of consumers stated many online reviews make them trust a brand online.

27% of people that look for local information are actually looking for reviews about that particular store.

Shoppers across all age ranges expect an average of 112 reviews per product when they search online.

After having a positive experience with a company, 77% of customers would recommend it to a friend.

Brands can expect their average star rating to increase after emailing buyers a direct link to submit reviews.

60.9% of shoppers use Google to find local businesses and 11.4% use Yelp.

73% of customers value the written review over the overall star rating.

When dealing with a local merchant, 34% of customers will complain due to lack of or poor customer service and 23% will complain due to rudeness and a bad attitude.

Consumers ages 18-65+ prefer to leave reviews on:

86% of customers would consider leaving reviews for businesses

The likelihood of purchase peaks at a star rating of 4.0 – 4.7, then decreases as the rating gets closer to 5.0.

Between similar products online, 35% of consumers said better reviews have driven them to spring for the higher priced option.

The purchase likelihood for a product with five reviews is 270% greater than the purchase likelihood of a product with no reviews.

Reviews account for 15.44% of how Google ranks a local business.

83.5% of shoppers would not consider a business with a 3-star rating or below.

49.7% of consumers need to see a 4-star rating or higher to consider a business.

88% of buyers are influenced in their buying decision by reviews.

Because reviews are becoming more transactional and customers expect a response… increase the number of positive reviews to which you’re responding.

Not replying to reviews risks increasing customer churn by up to 15%.

A complaint can be a buying signal that a customer wants to continue to do business with you but is feeling so much pain they are not sure they can.

It takes roughly 40 positive customer experiences to undo the damage of a single negative review.

Companies that make a concerted effort to improve their customer experience also see employee engagement rates go up by an average of 20%.