Neglect of review responses

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When a business has too few reviews, the weight given to each review is extraordinary. As we saw earlier, if your company has just one 1-star review and one 5-star review, your overall reputation is just 3.0 stars. 28% of consumers lose trust in a business when it has too few reviews compared to its competitors, and 70% will read between 5-20 reviews before deciding your company is worth a try. One of the best and most sensible efforts you can make, then, is to launch a review acquisition strategy that ensures you have a steady stream of incoming sentiment and that no single customer has too large a share of voice in your reputation narrative.


40% of your customers expect you to write an owner email lists uk response when they leave you a positive review. When the review is negative, 64% of your customers expect you to respond. The truth is, these expectations are low, and local businesses should be responding to every single review as it comes in. Just as you would never ignore a customer visiting your physical premises, don’t neglect anyone who is speaking to you online.



11% of people expect your response within 2 hours of their writing a review. 21% expect to hear back within 24 hours, and an additional 28% expect to hear back within 48 hours. From this day forward, make it a priority to use the owner response functionality either as soon as you realize you’ve received a new review or at a given time each day. If you are having trouble keeping on top of this, Moz Local will alert you to incoming reviews across multiple platforms.