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Read online reviews

In today’s blog article we will explain how important such reviews are for your business, how new reviews go online and how you should react to bad reviews.

Where can these reviews be found?

Who doesn’t know it – you search online for a suitable provider and sooner or later stumble across their Google Business page. Here you can not only see opening hours, address and pictures, but also take a look at the ratings of previous customers.

In addition to Google, there are of course numerous other providers who also make reviews of previous customers about the company in question visible. Another evaluation platform is Proven Expert, for example. Here you can also see our ratings, namely those of Meinlager AG.

Would you like another example? No problem – booking platforms such as Booking.com and many others have integrated your reviews of the respective hotel or accommodation directly on their website. If you are now looking for a suitable hotel, you can not only look at its details, the number of available rooms and their pictures, but also the ratings of previous overnight guests.

The list of the rating platforms and rating options mentioned above is of course not exhaustive. With a little searching, you will definitely find other platforms. Start right away and see what you think about your company or a provider whose service you want to use – have fun reading the reviews.

How important are reviews to us?

Various studies have shown that Google ratings in particular are of great importance to users. According to the study, this offer of being able to view customer ratings is viewed and read by 87% of customers who are interested in a local company. 94% of customers stated that a positive rating increases the likelihood of taking advantage of the company’s offer. Thus, Google ratings are almost as important as recommendations from friends or family members.

What does such a review entail?

Let’s go back to the Google reviews – at first you probably thought that such reviews would not do you much good. But if we dig deeper, we find that the exact opposite is the case.

Google ratings have a major impact on the search algorithm and are therefore one of the ranking factors that make your website more visible. With good and appealing ratings, more potential new customers click on your website, which in turn increases website traffic. From this, Google concludes that your company or the services you offer are very good and that other searchers could also like them if they were easy to find.

In short, good ratings drive your Google ranking up and ensure that you can be found faster and better among the multitude of providers on the web.

How do you come up with new reviews?

Our tip no. 1

Especially at the beginning of your business activity (or your online presence), don’t forget to ask your customers for a Google rating. After you have created your Google My Business Site, all you need to be successful is reviews, or in other words, reviews that evaluate you, your company and your services.

Our tip no. 2

This is actually the most logical point: inspire your customers so much that they are happy to write a review for you. It’s easy to get bad ratings because if someone is really upset, they have the opportunity to express their frustration with a rating. However, this does not apply to positive customer experiences: it then becomes more difficult to obtain an evaluation. So I have to inspire the customer again and again with my service and my customer service, then the chance that I will receive a rating will be much higher.

Our tip no. 3

Review link and QR code: By including a QR code on your business card or sending an e-mail with the corresponding review link later, you make it a lot easier for your customers, who would otherwise have to search for you on Google. By scanning the QR code or clicking on the link contained in the e-mail, you will be taken straight to the right page. Now all you have to do is give your rating.

What is the best way to respond to bad reviews?

Sometimes a written review cannot be used to determine exactly why the customer is not satisfied with your service. In order to find out exactly what was perceived as incorrect, it is advisable to approach the disappointed customer on an objective level and at eye level.

First, you should express your regret for his dissatisfaction and propose an appropriate solution to the problem that has arisen.

In most cases, it is the dissatisfied and disappointed customers who are particularly motivated to vent their frustration in a negative review. Since the reviews posted online on Google are visible to everyone, too many negative reviews could hurt your business. To ensure that this does not happen, you should primarily respond to bad ratings. In this way, potential new customers can see that you accept criticism and are trying to satisfy your customers.

If there is a really bad recession among the bad reviews and you suspect that this is not a customer of yours and it could even be a fake account, you can report this via your Google My Business Site.

Evaluations from the point of view of the potential customer

As described before: the ratings in the online portals, above all Google, are read and used as an important decision-making criterion. It is therefore worthwhile to briefly check the reviews for their authenticity and, of course, for their meaningfulness. Here’s some advice on what to look for so you can tell the real reviews from the fake ones.

• Variating greatly, from 1 to 5 stars: If 25 of 50 ratings are very good and 25 are very bad, this raises doubts about the consistency of the good service. In addition, one could assume that the good ratings were bought in order to put the bad ratings into perspective. However, it could also be that the service provider or salesperson is in a good mood one day and in a bad mood the next.
• Lots of good reviews, without text, and a few bad reviews with text: You can assume that the good reviews were bought (yes, you can buy reviews without any problems). Because if someone takes the trouble to write a positive review, they usually write a few words in the review.
• View the locations of the reviewers: You can view the reviews that have already been made for each reviewer. If someone has left reviews across Europe, one can assume that the review has been bought. As a rule, reviews for a local business or service are made by local reviewers, since they buy locally.
• Compare review texts with each other: A quick look at the texts of 3 to 5 reviews and comparing the content with each other is enough to be able to evaluate how authentic the reviews are. If the texts differ greatly in content, one should have doubts. Excessive reviews that do not describe a specific service, but are written in general terms like: everything is great there. I can only recommend it – should be viewed critically. Because if someone found a service or just a small detail to be great and therefore writes the review, then this person will also talk about this detail in the review.

Our conclusion

In order to get more ratings and thus increase your visibility on the web, it is definitely worth addressing your customer directly and asking them for a rating on your Google Business Site. How you do it in the end is entirely up to you. However, if there is a negative review among the ratings received, we recommend that you approach it and the customers behind it and offer them a satisfactory solution.

And last but not least, the most important rule for getting good ratings: delight your customers and treat them as you would like to be treated.

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