The 2022 State of Online Reviews
Birdeye, the #1 online reputation management and customer experience platform for local businesses and local brands, published its annual benchmarking report on the current state of online reviews, which reveals how consumer behavior has evolved through the pandemic and how businesses are managing their reputation amidst a changing digital landscape.
The data, which was collected from over 80,000 local businesses, shows that the pandemic-driven digital transformation has altered consumer expectations and behaviors at a faster pace than anticipated. Consumers are more vocal about their experiences, share more information about their preferences, and are shifting to new sites for reading and leaving reviews.
Key findings from the report were as follows:
Birdeye’s report also discovered that:
In an era where consumers rely on online reviews to make purchasing decisions, understanding the evolving online reputation dynamics is essential for local businesses that want to grow.
"Reviews have always been an important part of how we attract new customers and keep a pulse on current customer satisfaction,” said Denise Johnson, Communications Manager, Black Bear Diner. “This report is a valuable resource that helps us understand the evolving trends of online reviews so that we can proactively adapt to what customers are expecting of us.”
With more customers turning to online channels to discover and choose brands, local businesses need to sustainably improve and manage their online reputation. A deep understanding of where and how consumers are leaving reviews by industry is critical to help businesses outpace their competitors on local search results. The benchmarking report includes an analysis of online reviews for several industries including healthcare, property management, legal, restaurants, and home services to help businesses modify their online reputation strategy and stay ahead.
“This report is a reflection of how businesses rely on customer reviews more than ever before. Reviews not only help businesses improve their online reputation; they are also a great way to connect with customers and actively engage with them about their experiences. This makes a comprehensive experience platform like Birdeye invaluable to businesses that want to stay connected with their customers and create great experiences through messaging, surveys, and referrals in this hyper-digital world.” - Dave Lehman, Birdeye President, and COO
To view the full report or learn more about how Birdeye helps businesses get more reviews, visit www.birdeye.com
"Reviews have always been an important part of how we attract new customers and keep a pulse on current customer satisfaction. This report is a valuable resource that helps us understand the evolving trends of online reviews so that we can proactively adapt to what customers are expecting of us."
Denise Johnson, Communications Manager, Black Bear Diner.
About Birdeye
Birdeye is an all-in-one customer experience platform for enterprise businesses. Over 80,000 businesses use Birdeye every day to attract new leads with Listings, Reviews, and Referrals, convert them into customers with Webchat and Payments and delight those customers with Surveys, Ticketing, and Insights - all in one place.