Home Business & Industry Study Reveals the Primary Scenarios that Lead to Businesses Receiving Negative Reviews

Study Reveals the Primary Scenarios that Lead to Businesses Receiving Negative Reviews

Reading Time: 2 minutes

A new survey from small business credit card company Capital on Tap has revealed that nearly half (46%) of people wouldn’t buy a product or service if reviews said it was of poor quality. But where are people leaving these reviews and are people really listening to them?

The survey looked further to explore where people share their reviews and whether this has an impact on how likely others are to trust them. 

Word-of-mouth reviews are the most trusted by Brits, with nearly half (45%) saying they believe these kinds of reviews. 23% would trust an online review instead, with 32% trusting both kinds of reviews equally. 

Gen Z tend to trust online reviews more, while the over 55s are much more likely to believe feedback they hear from friends, family, or acquaintances. 

The main reason Brits share their experience of a product or service via word-of-mouth is if it was good but overpriced, with 56% saying they would share their opinions in this instance. 

People love a good deal, so perhaps it’s no surprise that another common reason for word-of-mouth reviews is if someone purchased the product or service with a discount or as part of an offer (53%). 

In comparison, the most common reason for leaving an online review is because a business asked for it, with 65% of people saying this is the case. 

60% will leave an online review if they had a negative experience with a national company. In contrast, 56% of people would leave an online review about a positive experience with a small business. 

Alex Miles, COO at Capital on Tap, says: “Negative reviews can clearly have a big impact on consumer behaviour. In fact, our survey found 11% say they wouldn’t buy a product or use a service if it has an online review below five stars. 

“If you do receive negative reviews as a business owner, don’t ignore them. This is a chance to fix the problem, but it’s also an opportunity to show other potential customers that you’re a professional company that cares about the experience of each individual. Any negative feedback is also a chance to improve your product or service. 

“Also, try to encourage as many reviews as possible. Make sure the review process is seamless and keep it personal so customers feel like their feedback will actually make a difference. 

“One of the best ways to encourage positive reviews is to provide great quality products and services so that each of your customers has something good to say.”

© Copyright 2014–2034 Psychreg Ltd