{"id":21407,"date":"2018-06-28T11:39:52","date_gmt":"2018-06-28T11:39:52","guid":{"rendered":"https:\/\/blog.birdeye.com\/?p=21407"},"modified":"2026-07-07T01:28:49","modified_gmt":"2026-07-07T08:28:49","slug":"read-google-reviews","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/read-google-reviews\/","title":{"rendered":"Why customers read Google reviews &#038; how it impacts small businesses?"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Customers read Google reviews<\/strong> to decide whether a business is credible, trustworthy, and worth contacting. They look at star ratings, review volume, recency, written feedback, photos, and how the business responds. For local businesses, Google reviews can influence visibility, website visits, calls, direction requests, bookings, and purchase decisions.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Summary<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">Google reviews account for <a href=\"https:\/\/birdeye.com\/blog\/state-of-online-reviews\/\">79% of overall online reviews<\/a> due to Google\u2019s dominance in the search engine industry and the ease of use it delivers to internet users.&nbsp; They affect how customers compare businesses, how quickly they build confidence, and whether they choose one provider over another. A strong review profile can help a business appear more credible. A weak or unmanaged profile can create hesitation, even when the business offers a good product or service.<\/pre>\n\n\n\n<p class=\"wp-block-paragraph\">This blog post showcases the impact of Google reviews on businesses and consumers to help you develop a robust reputation management strategy.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-here-are-5-reasons-why-customers-read-google-reviews-and-how-it-impacts-your-business\"><b>Here are 5 reasons why customers read Google reviews and how it impacts your business:<\/b><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"font-weight: 400;\">Customers trust your Google reviews<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customers are checking your credibility<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customers intend to book with you<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customers are comparing you with your competitors<\/span><\/li>\n\n\n\n<li><span style=\"font-weight: 400;\">Customers are watching your responses<\/span><\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-1-customers-trust-google-reviews\"><b>#1 Customers trust Google reviews.<\/b><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">As we mentioned in the beginning of this articles, Google is one of the most trusted <a href=\"https:\/\/birdeye.com\/blog\/top-10-business-review-sites\/\">business review sites<\/a>. Google\u2019s review platform has seen a significant increase in the number of new reviews in 2022.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Google has made consistent efforts to grow their review volume. They\u2019ve not only encouraged local businesses to collect more customer reviews but also glorified the customers\u2019 role in writing Google reviews. That\u2019s why Google has made it extremely easy for customers to write reviews.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Google\u2019s ultimate focus is to strengthen its search platform by helping customers find local businesses. By reading real reviews from real customers, they can have a better idea of the kinds of services that you offer. This can go a long way in driving customers to contact a local business after viewing the search results. And that seems to be working!<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">So, make sure that your business is listed on <\/span><a href=\"https:\/\/birdeye.com\/blog\/google-my-business\/\">Google Business Profile<\/a><span style=\"font-weight: 400;\">&nbsp;and start collecting as many Google reviews as possible.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-2-customers-are-checking-your-credibility\"><b>#2 Customers are checking your credibility.<\/b><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">85% of consumers trust online reviews as much as personal recommendations.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">When customers are searching for your business or any other business that offers services, similar to yours, they read Google reviews. Google reviews about your business provide an unbiased view of your business because they\u2019re written by your customers.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">When your prospects read customer feedback, they are more comfortable paying you a visit because they know what to expect. Google reviews are more meaningful to your customers than any business messaging on your website or ads. Think of it like a collaborative effort: you make a claim about your business, customers validate that claim through reviews.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-3-customers-intend-to-buy-from-you\"><b>#3 Customers intend to buy from you.<\/b><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">The most important opportunity that Google reviews present is they can influence purchasing decisions and lead to conversions.<\/span> <a href=\"https:\/\/www.blog.google\/outreach-initiatives\/small-business\/local-businesses-bring-new-customers-posts-google\/\" rel=\"nofollow\"> <span style=\"font-weight: 400;\">According to Google, 7 out of 10<\/span><\/a> <span style=\"font-weight: 400;\">customers visit a business or make a purchase depending on what they read about the business online. A high volume of authentic Google reviews about your business is more likely to drive customers to consider doing business with you.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">After customers read Google reviews that speak well of your business, they\u2019re most likely to take certain actions.&nbsp;<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">As you can see, while 37% of customers end up visiting a business\u2019 website after reading <a href=\"https:\/\/birdeye.com\/blog\/review-management\/\">online reviews<\/a>, 10% of customers choose to contact the business directly.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">The moments right after reading Google reviews about your business are full of purchase-intent, so make sure you nail them by soliciting more and more<\/span><a href=\"https:\/\/birdeye.com\/blog\/google-reviews\/\"> <span style=\"font-weight: 400;\">Google reviews<\/span><\/a><span style=\"font-weight: 400;\">!<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-4-customers-are-comparing-you-with-your-competitors\"><b>#4 Customers are comparing you with your competitors.<\/b><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">While searching for your business or any other business that offers services, similar to yours, customers read Google reviews. They want to compare your Google reviews with that of your competitors to evaluate your standing. In a highly competitive market, customers have the choice of selecting any business, which best meets their needs.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">They get to pick from hundreds of businesses like you. They believe in making informed decisions, that is, by reading your Google reviews and reviews across sites. In fact, your Google reviews can make the difference in their final purchase decision. If your business\u2019 Google reviews are better as compared to your competitors, it will convince your customers about hiring your business.<\/span><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-5-customers-are-watching-your-responses\"><b>#5 Customers are watching your responses.<\/b><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">The kind of customer experience you provide is going to be a decisive factor in purchase decisions.&nbsp;<\/span><span style=\"font-weight: 400;\">To gather insights about your<\/span><a href=\"https:\/\/birdeye.com\/blog\/customer-experience\/\"> <span style=\"font-weight: 400;\">customer experience<\/span><\/a><span style=\"font-weight: 400;\">, your prospects read Google reviews about your business. They won&#8217;t just look at positive reviews. <\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">Customers like to closely watch how you handle negative reviews about your business. They are likely to pay attention to your responses, your tone and the final resolution of the matter.&nbsp;<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">So, make sure that you\u2019re careful while <a href=\"https:\/\/birdeye.com\/blog\/google-reviews\/\">responding to Google reviews<\/a> about your business. It\u2019s important to respond with a calm and strategic approach while dealing with unhappy customers. You need to convey that you take your negative reviews very seriously. Help out your unhappy customers by resolving their issues in the best possible way.<\/span><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span style=\"font-weight: 400;\">When prospects read Google reviews about your business and see that you make a genuine effort in resolving unpleasant experiences, it makes customers trust your business. This might persuade them to book a service with you.<\/span><\/p>\n\n\n\n<div class=\"om-embedded-campaign\" data-campaign-id=\"440\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-reading-google-reviews\">Frequently asked questions about reading Google reviews<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1783412556992\"><strong class=\"schema-faq-question\"><strong>How should enterprise brands measure the impact of Google reviews?<\/strong><\/strong> <p class=\"schema-faq-answer\">Enterprise brands should look beyond average star rating. The stronger view includes review volume, review recency, response rate, sentiment trends, location-level performance, competitor benchmarks, and customer actions such as calls, website visits, direction requests, bookings, and form submissions. These signals show whether reviews are supporting trust and action across markets.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1783412564673\"><strong class=\"schema-faq-question\"><strong>Why do Google review responses matter for multi-location brands?<\/strong><\/strong> <p class=\"schema-faq-answer\">Review responses are visible to future customers. They show how the brand handles praise, complaints, service issues, delays, and customer concerns. For multi-location brands, inconsistent responses can weaken trust across locations. A governed response process helps maintain brand voice while allowing local teams to respond quickly and appropriately.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1783412566342\"><strong class=\"schema-faq-question\"><strong>What Google review signals should brands monitor by location?<\/strong><\/strong> <p class=\"schema-faq-answer\">Brands should monitor review count, average rating, recent review volume, unanswered reviews, negative review themes, response time, sentiment, and keyword patterns. Location-level monitoring helps teams identify where trust is building and where operational issues may be affecting customer decisions.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1783412567354\"><strong class=\"schema-faq-question\"><strong>How do Google reviews influence local discovery?<\/strong><\/strong> <p class=\"schema-faq-answer\">Google reviews can support local discovery by contributing to prominence, trust, and customer engagement. Customers also use reviews to compare similar businesses in Google Search and Maps. A complete profile, accurate business information, recent reviews, strong ratings, and thoughtful responses can help a location appear more credible when customers are ready to act.<strong><br\/><\/strong><\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1783412623559\"><strong class=\"schema-faq-question\"><strong>How can brands reduce risk from negative Google reviews?<\/strong><\/strong> <p class=\"schema-faq-answer\">Brands should respond quickly, keep the tone professional, avoid arguing publicly, and move sensitive issues to a private channel when needed. More importantly, negative reviews should be analyzed for recurring themes. If multiple locations show the same pattern, such as long wait times, missed calls, billing confusion, or staff issues, the problem needs operational attention, not only a review response.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1783412635699\"><strong class=\"schema-faq-question\"><strong>How do Google reviews affect AI search visibility?<\/strong><\/strong> <p class=\"schema-faq-answer\">AI platforms may use reviews, listings, citations, location pages, and third-party sources when describing or recommending businesses. Strong review signals can support how a brand is represented, but accuracy across the broader digital presence also matters. Brands should monitor how locations appear in AI-generated answers and identify gaps in reviews, listings, FAQs, citations, and local content.<br\/><\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-manage-the-decision-layer-behind-google-reviews-with-birdeye\">Manage the decision layer behind Google reviews with Birdeye<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Customers do not read Google reviews in isolation. They read them while comparing locations. They check ratings before calling. They scan recent feedback before asking for directions. They look at responses before deciding whether a brand is worth trusting.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For enterprise brands, Google reviews sit at the point where reputation becomes action.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Birdeye is the #1 <a href=\"https:\/\/birdeye.com\/platform\/\">agentic marketing platform<\/a> for multi-location brands. Built for brands managing 100 to 10,000+ locations, Birdeye gives enterprise teams a connected system to manage this decision layer across every market.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Make every location review-ready<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">A strong Google review profile works best when the rest of the profile supports the decision.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/birdeye.com\/listings\/\">Listings AI<\/a> helps brands focus on the platforms that influence discovery, including Google, Apple, Facebook, Yelp, and select industry-specific sites. The Listings Optimization Agent scans profiles and competitor content to surface missing details, outdated information, keyword gaps, and optimization opportunities.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Treat responses as conversion moments<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <a href=\"https:\/\/birdeye.com\/review-management\/\">Review Response Agent<\/a> drafts replies using sentiment, urgency, tone, and context. Enterprise teams can review and approve responses before they go live. This protects brand voice while helping local teams respond faster.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For brands with hundreds or thousands of locations, that consistency matters. Every response becomes part of the public experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Find weak spots before customers do<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The <a href=\"https:\/\/birdeye.com\/review-reports\/\">Review Reporting Agent<\/a> helps teams track review volume, response rate, sentiment, and location performance across 200+ review sites. Insights AI helps surface recurring themes from customer feedback, so leaders can see where operational attention is needed.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Understand how Google reviews influence AI discovery<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/birdeye.com\/search-ai\/\">Search AI<\/a> helps brands see how their locations appear across AI-generated answers on ChatGPT, Gemini, and Perplexity. It tracks visibility, citations, sentiment, and business-information accuracy. It also surfaces actions tied to reviews, listings, FAQs, citations, and local content.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"599\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-1024x599.png\" alt=\"\" class=\"wp-image-73230\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-1024x599.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-300x175.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-768x449.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-1536x898.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-810x474.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142-1140x667.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-1142.png 1592w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">For enterprise brands, this connects Google review management to the next layer of discovery.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Watch a <a href=\"https:\/\/birdeye.com\/free-demo\/\">demo <\/a>to see how Birdeye helps multi-location brands manage the moments that turn Google reviews into customer action.<\/p>\n\n\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/free-demo\/\"><img decoding=\"async\" width=\"1024\" height=\"269\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1-1024x269.png\" alt=\"Birdeye Free Demo banner\" class=\"wp-image-71137\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1-1024x269.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1-300x79.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1-768x202.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1-810x213.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1-1140x300.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular-1.png 1520w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Customers read Google reviews to decide whether a business is credible, trustworthy, and worth contacting. They look at star ratings, review volume, recency, written feedback, photos, and how the business responds. For local businesses, Google reviews can influence visibility, website visits, calls, direction requests, bookings, and purchase decisions. Summary Google reviews account for 79% of [&hellip;]<\/p>\n","protected":false},"author":100,"featured_media":21172,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8613],"tags":[],"class_list":["post-21407","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-google-reviews"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.5 (Yoast SEO v26.5) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Google reviews &amp; the impact on small businesses | Birdeye<\/title>\n<meta name=\"description\" content=\"Customers read Google reviews more than ever when deciding to buy a product. 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Learn how Google reviews can get you more customers in our blog.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/birdeye.com\/blog\/read-google-reviews\/\" \/>\n<meta property=\"og:site_name\" content=\"#1 Agentic Marketing Platform for Multi-Location Brands\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/BirdeyeReviews\/\" \/>\n<meta property=\"article:published_time\" content=\"2018-06-28T11:39:52+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-07T08:28:49+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2018\/06\/customer-feedback-seo-benefit.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"798\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Shaifali Parihar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@Birdeye_\" \/>\n<meta name=\"twitter:site\" content=\"@Birdeye_\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Shaifali Parihar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"15 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/\"},\"author\":{\"name\":\"Shaifali Parihar\",\"@id\":\"https:\/\/birdeye.com\/blog\/#\/schema\/person\/b06076bf81c4c7ea4170006e001c8d1b\"},\"headline\":\"Why customers read Google reviews &#038; how it impacts small businesses?\",\"datePublished\":\"2018-06-28T11:39:52+00:00\",\"dateModified\":\"2026-07-07T08:28:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/\"},\"wordCount\":1532,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2018\/06\/customer-feedback-seo-benefit.jpg\",\"articleSection\":[\"Google Reviews\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/birdeye.com\/blog\/read-google-reviews\/#respond\"]}]},{\"@type\":[\"WebPage\",\"FAQPage\"],\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/\",\"url\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/\",\"name\":\"Google reviews & the impact on small businesses | Birdeye\",\"isPartOf\":{\"@id\":\"https:\/\/birdeye.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/birdeye.com\/blog\/read-google-reviews\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/2018\/06\/customer-feedback-seo-benefit.jpg\",\"datePublished\":\"2018-06-28T11:39:52+00:00\",\"dateModified\":\"2026-07-07T08:28:49+00:00\",\"description\":\"Customers read Google reviews more than ever when deciding to buy a product. 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