{"id":49526,"date":"2023-09-06T07:49:10","date_gmt":"2023-09-06T14:49:10","guid":{"rendered":"https:\/\/birdeye.com\/blog\/?p=49526"},"modified":"2026-03-22T19:14:24","modified_gmt":"2026-03-23T02:14:24","slug":"online-reviews-report-2023-on-multi-location-businesses","status":"publish","type":"post","link":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/","title":{"rendered":"Online Reviews Report 2023 on multi-location brands"},"content":{"rendered":"\n<p>Online reviews are a critical trust signal that influence how consumers discover, evaluate, and choose local businesses, directly impacting purchase decisions, reputation, and revenue.<\/p>\n\n\n\n<p><strong>Summary<\/strong><\/p>\n\n\n\n<pre class=\"wp-block-preformatted\">Online reviews have become the digital equivalent of word-of-mouth, shaping how consumers research and choose local businesses. From everyday purchases to high-value decisions, customers rely on reviews to evaluate trust, quality, and overall experience before taking action.<br><br><a href=\"https:\/\/birdeye.com\/resources\/guides\/impact-of-online-reviews-on-multilocation-businesses\/\">Birdeye\u2019s latest data report<\/a> highlights how frequently consumers research businesses online, how reviews influence decision-making, and the direct impact of positive and negative experiences on brand perception, loyalty, and revenue.<br><br>For multi-location businesses, these insights are especially important. Reputation is no longer built in one place, it\u2019s shaped across locations, platforms, and customer interactions. Understanding how reviews influence behavior helps businesses prioritize customer experience, manage feedback at scale, and stay competitive in local markets.<\/pre>\n\n\n\n<p>In this blog, we break down how consumers use online reviews to evaluate businesses, what influences their decisions, and what it means for multi-location brands looking to manage reputation and feedback at scale.<\/p>\n\n\n\n<div class=\"wp-block-yoast-seo-table-of-contents yoast-table-of-contents\"><h2>Table of contents<\/h2><ul><li><a href=\"#h-key-findings\" data-level=\"2\">Key Findings:<\/a><\/li><li><a href=\"#h-how-frequently-do-consumers-shop-locally\" data-level=\"2\">How frequently do consumers shop locally?<\/a><\/li><li><a href=\"#h-projected-local-spending\" data-level=\"2\">Projected Local Spending<\/a><\/li><li><a href=\"#h-popular-local-business-searches\" data-level=\"2\">Popular local business searches<\/a><\/li><li><a href=\"#h-research-process-and-consumer-behavior\" data-level=\"2\">Research process and consumer behavior<\/a><\/li><li><a href=\"#h-how-frequently-do-consumers-research-reputation-before-selecting-a-local-business\" data-level=\"2\">How frequently do consumers research reputation before selecting a local business?<\/a><\/li><li><a href=\"#h-does-reputation-affect-consumer-choices\" data-level=\"2\">Does reputation affect consumer choices?<\/a><\/li><li><a href=\"#h-do-negative-reviews-influence-consumer-choices\" data-level=\"2\">Do negative reviews influence consumer choices?<\/a><\/li><li><a href=\"#h-the-role-of-reviews-in-forming-opinions\" data-level=\"2\">The role of reviews in forming opinions<\/a><\/li><li><a href=\"#h-influence-of-customer-experience-on-reviews\" data-level=\"2\">Influence of customer experience on reviews<\/a><\/li><li><a href=\"#h-impact-of-bad-customer-experience\" data-level=\"2\">Impact of BAD customer experience<\/a><\/li><li><a href=\"#h-frequently-asked-questions-about-online-reviews-for-local-businesses\" data-level=\"2\">Frequently asked questions about online reviews for local businesses<\/a><\/li><li><a href=\"#h-transform-online-reviews-into-a-growth-engine-with-birdeye\" data-level=\"2\">Transform online reviews into a growth engine with Birdeye<\/a><\/li><\/ul><\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-key-findings\">Key Findings:<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>51% of consumers purchase products or services from multi-location brands with a local presence at least once a week&nbsp;<\/li>\n\n\n\n<li>The top 3 channels influencing the research options for evaluating local businesses are &#8211; \u2018Friends and family,\u2019 \u2018Search engines\u2019 and <a href=\"https:\/\/birdeye.com\/blog\/top-6-customer-review-sites\/\">\u2018Customer review sites<\/a>.\u2019<\/li>\n\n\n\n<li>68% of the time, consumers check online reviews before engaging with a local business<\/li>\n\n\n\n<li>85% of consumers didn\u2019t select a multi-location brands with a local presence after reading a negative review&nbsp;&nbsp;<\/li>\n\n\n\n<li>Over the next 6 months, 65% of consumers plan to spend more or about the same as they do today on local businesses<\/li>\n\n\n\n<li>Top 3 local businesses that consumers search for online are \u2018Restaurants,\u2019 \u2018Retail stores,\u2019 and \u2018Healthcare providers\u2019<\/li>\n\n\n\n<li>73% of consumers have searched for local restaurants in the last 12 months<\/li>\n\n\n\n<li>92% read at least 2 reviews before forming an opinion about a local business<\/li>\n\n\n\n<li>54% of customers leave a positive online review after a positive experience with a local business&nbsp;<\/li>\n\n\n\n<li>38% of customers leave a negative online review when they have a negative experience with a local business<\/li>\n\n\n\n<li>67% of consumers tell family and friends about their negative experiences and 62% switch to a competitor<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-frequently-do-consumers-shop-locally\">How frequently do consumers shop locally?<\/h2>\n\n\n\n<p>The data demonstrates that a whooping 67% of people buy products or use services from local businesses at least once a week. A business\u2019s <a href=\"https:\/\/birdeye.com\/blog\/online-reputation-management\/\">online reputation management<\/a> is important because today\u2019s modern consumers want the best local option, it\u2019s no longer just about convenience. When it comes to multi-location brands, being the top choice backed by positive reviews can help boost the return on investment (ROI).&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/OZnuFPp4__JTN3ErzBVmTfZeWExCF5-4yEcxrjsXbUQjmMFB4zLtIamy9dYaj6gMGPtx6TzOySEDKEzLc6r6go8j4iF8PiIKoh64_3JGziLfSziFdz9xySg6yCsCv5bk60nijYxylXkeHYUlFyBA3JQ\" alt=\"Graph showing how often customers purchase from multi-location businesses. Major choice is several times a week followed by weekly, several times a year, and so on. \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-projected-local-spending\">Projected Local Spending<\/h2>\n\n\n\n<p>Are consumers anticipating a change in their spending over the next 6 months? Surprisingly, 65% of consumers expect their spending on local businesses to either remain the same or increase in the next six months. This projection highlights the importance of maintaining a positive online presence to attract these consumers.&nbsp;&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/wYI1796n5T_V6l1n7EHgDA7gmVIMmMtIHi7RAoovPmK979qSKkOb5xUZNsGmN3CAH5r8ae1-0waKcHSzBrQ7olA_3yYYTtViJLEYQMoGYJJtmyA0HChp_ANEN-CA6C2usTkJrYyn0hK0pNCObcrn9aA\" alt=\"Graph showing how much customers plan to spend on local businesses. Major choice is same as now.  \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-popular-local-business-searches\">Popular local business searches<\/h2>\n\n\n\n<p>What categories of local businesses are consumers searching for? Across demographics, a consistent 73% of respondents revealed they searched for local restaurants in the last year, followed by 47% looking for local retailers and healthcare providers. This shows just how much online reviews affect many different types of local businesses.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/Px6NSMMvvb9PP8u_0QY0R6W4j6MxdGJvED2zhA9iy0xYpPmc4kTI-Z-DCP_qKjsgjsWJYvyUWDM7H2afGCGyyhLHXoodWN0yJ7OAeZbK74fO9mIs7Qx9Px8JF9EC8FhR4Ty9l7vTn0ai-mZrc5GUpQo\" alt=\"Graph showing what categories are customers searching for local businesses in. Major choice is restaurants followed by retailer, healthcare, and so on. \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-research-process-and-consumer-behavior\">Research process and consumer behavior<\/h2>\n\n\n\n<p>The research landscape for local businesses has evolved considerably, with factors such as friends and family recommendations, search engines, and customer review sites helping shape consumer decisions. Trustworthy personal recommendations, online accessibility, and <a href=\"https:\/\/birdeye.com\/blog\/social-proof-examples\/\">social proof<\/a> significantly influence the selection process.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh3.googleusercontent.com\/5RjXzNEAetNUFdIWUHNSaK4PG1Efu7V0FLYDs109KQLHYhbECSUtVida2nkNGLg6n__Kxp9rxmTAC6OM8at4YbsmR9Tev2AgNSS3tVb9I2rr77vKprxrc5hIoBC8pvLHvdRmfm7lF6R5PeYmmNUU_iY\" alt=\"Graph showing who influencers customers for local businesses searches. Major choice is friends and family followed by search engines, customer review sites, and so on. \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-frequently-do-consumers-research-reputation-before-selecting-a-local-business\">How frequently do consumers research reputation before selecting a local business?<\/h2>\n\n\n\n<p>When in the market for a local business or service, consumers are highly&nbsp;likely to research online first. Respondents said that they research online&nbsp;68% of the time before making a purchase.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/Xfv372mTTCHaD6J-sypL8TnCwGvTmPVxOtqcxIiLB0mSIcahlt2MDP2JQzpBI-aX1U3QY5gDiowCl8UVOB37ZmIbKbs8O9fKsYNQ1waujRemV6DCKEmv5fvYaSjLBS4LrC3hAOz4WdFT1Oqq4wxLtiw\" alt=\"Graph showing if reputation influencers customers on local businesses. 68% consumers said they research before they purchase\"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-does-reputation-affect-consumer-choices\">Does reputation affect consumer choices?<\/h2>\n\n\n\n<p>85% of consumers expressed that they opted against engaging with a multi-location brands after encountering a <a href=\"https:\/\/birdeye.com\/resources\/guides\/the-ultimate-guide-to-managing-negative-reviews\/\">negative review<\/a>. This just demonstrates that the online reputation of a business profoundly affects consumer choices and, subsequently, the business&#8217;s revenue and growth prospects.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/N-PKyP9VlytEViKGInwFLw5dCP-NnBFc19TBENXeXj4ikVfLXwb9m0bGStOysh2AxIVoR71FUYnMO_b3oLMgZBe7cFQIl_eMUvEmoWYeOfVCXEvHHtVjoQ2gEC0kfx6PgmXArp9qP-Zy1pXC_Ml_KjA\" alt=\"Graph showing if customers will choose local businesses with bad reputation. Major choice is no with 49% consumers responding with it. \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-do-negative-reviews-influence-consumer-choices\">Do negative reviews influence consumer choices?<\/h2>\n\n\n\n<p>Negative reviews impact consumers by eroding trust, influencing decision-making, questioning the value, providing social proof, raising concerns about the customer experience, and damaging a business\u2019s reputation.&nbsp;<\/p>\n\n\n\n<p>The survey confirmed this behavior. 87% of respondents confirmed that they decided to refrain from using a local business or buying from them in the past 12 months if they had negative reviews.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/9o3XXjYrH3geB4ediC6dSR1wbBWTRh_9KjDIm1OnKWrZ0NkOUP_QT55dU_esd1h1inAjyAT_UPIDzCwks7kDML_T6qFnRcGGMtqE3R49zs5BxCUVA_siiWn645OU5VFjgTBkrmR5zpL77NfVp9_iTe0\" alt=\"Graph showing if customers have ever decided not to use local businesses with bad reputation. Major choice is yes with 87% consumers responding with it. \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-role-of-reviews-in-forming-opinions\">The role of reviews in forming opinions<\/h2>\n\n\n\n<p>It turns out that the role of reviews when forming opinions plays a huge role. In fact, 92% of respondents indicated that they read at least two reviews before forming an opinion about a business, with 50% reading five or more reviews. Multiple reviews contribute to a more informed decision-making process, offering diverse perspectives and boosting consumer confidence.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/c1ijQxu7pr6SKBisLQ9OoJYvy3cIXQQVgKVO2JhFJ9PrHMJP7aEHg22fpx3ZXaXU2H_lyOsejh1RTFiMeKPwKAOyIM1reYMbRyJNcReJg0Dy33S-SGcxvZOKMLTiHgxVuwpfhiWYipYwI55VCdFxoEY\" alt=\"Graph showing how many reviews customers read to choose local businesses. Majority of customers chose 2-4 reviews \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-influence-of-customer-experience-on-reviews\">Influence of customer experience on reviews<\/h2>\n\n\n\n<p>The study revealed that 54% of customers show their gratitude for an excellent customer experience by leaving a positive online review. This finding highlights the important relationship between excellent customer experiences, positive online reputation, and business growth.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/Ug4tOk431yvVccbhIdAr2ZvRCEOS3CoSYpATCCyfc2-ldC4SYzfrrCwJN8Gy4R8Y0adnYz4YzTgIfDAmJiKVWKA7A3H7gxRvBqHFNRjF_3Tx-pCZbdl9vN-lskxA87u6iR8A2t67rPuPBl5BUBVZWWM\" alt=\"Graph showing what customers do local businesses provide great customer experience. Most customers mention they tell family and friends, and buy from them again in the future. \"\/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-impact-of-bad-customer-experience\">Impact of BAD customer experience<\/h2>\n\n\n\n<p>Unsurprisingly, 77% of consumers tell family and friends about their negative experiences, and 74% switch to a competitor. It was interesting to note that only 38% of the respondents left a negative review online when they were unhappy about their experience compared to 54% who would leave a review for a positive experience<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/nRNrkV1GcL3AgQE3tj8bv-FwNocTWmhdNrSaR5MjcxKGiiwUpZ1gDH-HyRZLItZB4ZeoK3bNumxdsoUPOgHzU8XIzeX5244a1eJ6iE2sEcwxRR7HZQQ-Gof5ACLjwi_tccnyzKoTSN488RuEh2e0TXI\" alt=\"Graph showing what customers do local businesses provide bad customer experience. Most customers mention they tell family and friends, and switch to a competitor. \"\/><\/figure>\n\n\n\n<p>In the digital landscape of multi-location brands, the role of online reviews is undeniable. The insights gathered from this data report demonstrate the connection between positive customer experiences, online reviews, and the overall success of businesses in local markets. By understanding and leveraging these insights, businesses can successfully navigate the world of online reviews, harnessing their power to create positive consumer experiences, drive loyalty, and achieve a competitive edge in the market. To read the full report, <a href=\"https:\/\/birdeye.com\/resources\/guides\/impact-of-online-reviews-on-multilocation-businesses\/\">download our free guide today<\/a>.&nbsp;<\/p>\n\n\n\n<p>(Survey Methodology: A representative sample of 1,054 US-based consumers participated in the &#8216;Impact of Online Reviews on Local Businesses &#8211; 2023 Data Report&#8217; conducted in May 2023 via SurveyMonkey.)<\/p>\n\n\n\n<p>These trends highlight a growing challenge for multi-location brands: managing reviews consistently across every location while responding quickly enough to protect customer experience.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-frequently-asked-questions-about-online-reviews-for-local-businesses\">Frequently asked questions about online reviews for local businesses<\/h2>\n\n\n\n<div class=\"schema-faq wp-block-yoast-faq-block\"><div class=\"schema-faq-section\" id=\"faq-question-1774231283030\"><strong class=\"schema-faq-question\">How do online reviews impact local search visibility?<\/strong> <p class=\"schema-faq-answer\">Online reviews are a key ranking factor in local search. Businesses with higher review volume, stronger ratings, and consistent engagement tend to perform better in local search results. Additionally, review activity signals relevance and trustworthiness, which search engines use to rank businesses.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1774231648994\"><strong class=\"schema-faq-question\">Why is managing reviews more difficult for multi-location brands?<\/strong> <p class=\"schema-faq-answer\">Multi-location brands deal with: high volumes of reviews across locations, inconsistent response quality, and limited visibility into location-level trends. Without centralized systems, this leads to fragmented reputation management and missed opportunities to improve customer experience at scale.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1774231703782\"><strong class=\"schema-faq-question\">How is AI changing the way businesses manage online reviews?<\/strong> <p class=\"schema-faq-answer\">AI is transforming review management from a manual process into a scalable system. Businesses can now:<br\/>&#8211; Automate review requests and responses<br\/>&#8211; Analyze sentiment across thousands of reviews<br\/>&#8211; Identify trends and issues in real time<br\/>This shift enables faster, more consistent engagement and better decision-making across locations.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1774231725629\"><strong class=\"schema-faq-question\">Why is review authenticity becoming more important in 2026?<\/strong> <p class=\"schema-faq-answer\">With the rise of AI-generated content, consumers are becoming more skeptical of online information. <a href=\"https:\/\/talkerresearch.com\/majority-of-americans-trust-whats-online-less-than-ever-before\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Studies<\/a> show that trust in digital content is declining, and users are increasingly concerned about fake or misleading reviews. This makes <strong>authentic, transparent, and well-managed reviews<\/strong> even more critical for building trust.<\/p> <\/div> <div class=\"schema-faq-section\" id=\"faq-question-1774231839534\"><strong class=\"schema-faq-question\">What is an agentic approach to reputation management?<\/strong> <p class=\"schema-faq-answer\">An agentic approach to reputation management uses AI agents to not just analyze data, but actively execute tasks like generating reviews, drafting personalized responses, and surfacing actionable insights within defined brand guidelines. Instead of relying on manual workflows, platforms like Birdeye deploy AI agents trained on your brand to manage the entire review lifecycle at scale. This allows businesses to maintain consistency, respond faster, and turn customer feedback into measurable outcomes without increasing operational complexity.<\/p> <\/div> <\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-transform-online-reviews-into-a-growth-engine-with-birdeye\">Transform online reviews into a growth engine with Birdeye<\/h2>\n\n\n\n<p>The data makes one thing clear: online reviews define the customer actions. From discovery to final purchase, customer perception is shaped by what others say about your business.<\/p>\n\n\n\n<p>But for multi-location brands, the challenge isn\u2019t just collecting reviews, it\u2019s acting on them consistently across hundreds of locations, channels, and customer touchpoints.<\/p>\n\n\n\n<p>That\u2019s where an agentic approach to reputation management becomes essential. Birdeye, the #1 <strong>Agentic Marketing Platform<\/strong>, helps brands move beyond manual review management by deploying AI agents trained on your brand to execute the entire review lifecycle, from generation to response to insight. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"439\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-1024x439.png\" alt=\"\" class=\"wp-image-69490\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-1024x439.png 1024w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-300x129.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-768x329.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-1536x659.png 1536w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-810x347.png 810w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555-1140x489.png 1140w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-555.png 1898w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>With Birdeye <a href=\"https:\/\/birdeye.com\/reviews\/\">Reviews AI<\/a>, these agents work as a governed extension of your team, turning customer feedback into measurable business outcomes:<\/p>\n\n\n\n<p><strong>Review Generation Agent<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" width=\"812\" height=\"452\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-551.png\" alt=\"\" class=\"wp-image-69485\" style=\"width:840px;height:auto\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-551.png 812w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-551-300x167.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-551-768x428.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-551-810x451.png 810w\" sizes=\"(max-width: 812px) 100vw, 812px\" \/><\/figure>\n\n\n\n<p>Identifies the optimal time, channel, and messaging to request reviews, continuously optimizing performance to increase review volume and strengthen trust signals across locations.<\/p>\n\n\n\n<p><strong>Review Response Agent<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" width=\"812\" height=\"452\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-552.png\" alt=\"\" class=\"wp-image-69486\" style=\"width:840px;height:auto\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-552.png 812w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-552-300x167.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-552-768x428.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-552-810x451.png 810w\" sizes=\"(max-width: 812px) 100vw, 812px\" \/><\/figure>\n\n\n\n<p>Understands sentiment, context, and customer intent to draft personalized, brand-compliant responses, helping teams stay responsive without compromising quality or control.<\/p>\n\n\n\n<p><strong>Review Reporting Agent<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><img decoding=\"async\" width=\"812\" height=\"404\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-554.png\" alt=\"\" class=\"wp-image-69489\" style=\"width:840px;height:auto\" srcset=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-554.png 812w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-554-300x149.png 300w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-554-768x382.png 768w, https:\/\/birdeye.com\/blog\/wp-content\/uploads\/image-554-810x403.png 810w\" sizes=\"(max-width: 812px) 100vw, 812px\" \/><\/figure>\n\n\n\n<p>Transforms large volumes of feedback into clear, actionable insights, helping you uncover trends, flag recurring issues, and make faster, data-driven decisions across every location.<\/p>\n\n\n\n<p>Instead of managing reviews manually, businesses can deploy a system that continuously learns, adapts, and executes, ensuring every interaction strengthens reputation, visibility, and revenue.<\/p>\n\n\n\n<p>Want to see how you can turn customer feedback into a scalable growth engine across all your locations? Click the banner below and <strong>watch a free demo today.<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><a href=\"https:\/\/birdeye.com\/free-demo\/\"><img decoding=\"async\" src=\"https:\/\/birdeye.com\/blog\/wp-content\/uploads\/NEW-Watch-Demo-Regular.png\" alt=\"Watch demo\" class=\"wp-image-46282\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Online reviews are a critical trust signal that influence how consumers discover, evaluate, and choose local businesses, directly impacting purchase decisions, reputation, and revenue. Summary Online reviews have become the digital equivalent of word-of-mouth, shaping how consumers research and choose local businesses. From everyday purchases to high-value decisions, customers rely on reviews to evaluate trust, [&hellip;]<\/p>\n","protected":false},"author":71,"featured_media":49530,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[8550],"tags":[],"class_list":["post-49526","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-online-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>How online reviews shape multi-location businesses | Birdeye<\/title>\n<meta name=\"description\" content=\"This blog post details the survey data conducted by Birdeye on how online reviews impact multi-location businesses. \u221a Learn more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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With nearly a decade in content writing and journalism, Jody blends thought leadership, industry news, and company culture to help local businesses thrive. Off-screen, she's a mom of 3 boys, and likely shuttling them around. An outdoor enthusiast, she enjoys camping and working in her renovated popup camper, doubling as a summer office.","sameAs":["https:\/\/www.linkedin.com\/in\/jody-mayers-52070619\/"],"jobTitle":"Social Media Manager","url":"https:\/\/birdeye.com\/blog\/author\/jody-mayers\/"},{"@type":"Question","@id":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231283030","position":1,"url":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231283030","name":"How do online reviews impact local search visibility?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Online reviews are a key ranking factor in local search. Businesses with higher review volume, stronger ratings, and consistent engagement tend to perform better in local search results. Additionally, review activity signals relevance and trustworthiness, which search engines use to rank businesses.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231648994","position":2,"url":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231648994","name":"Why is managing reviews more difficult for multi-location brands?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"Multi-location brands deal with: high volumes of reviews across locations, inconsistent response quality, and limited visibility into location-level trends. Without centralized systems, this leads to fragmented reputation management and missed opportunities to improve customer experience at scale.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231703782","position":3,"url":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231703782","name":"How is AI changing the way businesses manage online reviews?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"AI is transforming review management from a manual process into a scalable system. Businesses can now:<br\/>- Automate review requests and responses<br\/>- Analyze sentiment across thousands of reviews<br\/>- Identify trends and issues in real time<br\/>This shift enables faster, more consistent engagement and better decision-making across locations.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231725629","position":4,"url":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231725629","name":"Why is review authenticity becoming more important in 2026?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"With the rise of AI-generated content, consumers are becoming more skeptical of online information. <a href=\"https:\/\/talkerresearch.com\/majority-of-americans-trust-whats-online-less-than-ever-before\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">Studies<\/a> show that trust in digital content is declining, and users are increasingly concerned about fake or misleading reviews. This makes <strong>authentic, transparent, and well-managed reviews<\/strong> even more critical for building trust.","inLanguage":"en-US"},"inLanguage":"en-US"},{"@type":"Question","@id":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231839534","position":5,"url":"https:\/\/birdeye.com\/blog\/online-reviews-report-2023-on-multi-location-businesses\/#faq-question-1774231839534","name":"What is an agentic approach to reputation management?","answerCount":1,"acceptedAnswer":{"@type":"Answer","text":"An agentic approach to reputation management uses AI agents to not just analyze data, but actively execute tasks like generating reviews, drafting personalized responses, and surfacing actionable insights within defined brand guidelines. Instead of relying on manual workflows, platforms like Birdeye deploy AI agents trained on your brand to manage the entire review lifecycle at scale. This allows businesses to maintain consistency, respond faster, and turn customer feedback into measurable outcomes without increasing operational complexity.","inLanguage":"en-US"},"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/49526","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/users\/71"}],"replies":[{"embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/comments?post=49526"}],"version-history":[{"count":12,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/49526\/revisions"}],"predecessor-version":[{"id":69491,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/posts\/49526\/revisions\/69491"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/media\/49530"}],"wp:attachment":[{"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/media?parent=49526"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/categories?post=49526"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/birdeye.com\/blog\/wp-json\/wp\/v2\/tags?post=49526"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}