56% of consumers say that a business’s responses to reviews have changed their perspective on the business.
The survey was conducted by Survey Monkey Audiences from October 9–October 21, 2020 in the US. It spoke to 1,543 consumers (age 18–99+, all regions), 455 SMB owners or managers, and 378 enterprise business leaders in businesses with a local presence.
This finding underscores the importance of businesses engaging with customer feedback in a thoughtful and constructive manner. Responding to reviews effectively can positively impact brand perception, demonstrate excellent customer service, and foster trust among potential customers.
