Local Consumer Review Survey

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Key Statistics
  • 86% of consumers read reviews for local businesses (including 95% of people aged 18-34)
  • Consumers read an average of 10 online reviews before feeling able to trust a local business
  • 40% of consumers only take into account reviews written within the past 2 weeks – up from 18% last year
  • 57% of consumers will only use a business if it has 4 or more stars
  • 80% of 18-34 year olds have written online reviews – compared to just 41% of consumers over 55
  • 91% of 18-34 year olds trust online reviews as much as personal recommendations
  • 89% of consumers read businesses' responses to reviews

Welcome to this year’s Local Consumer Review Survey! We’ve compiled the latest trends in online business reviews, giving you all the statistics you need to develop your online reputation management strategy for local businesses in 2019.

When we first released this report way back in 2010, we could never have imagined how important online reviews would become to businesses – to now being one of the fastest-growing local ranking factors.

This year, the main themes uncovered in the report highlight consumers’ changing behavior when reading reviews, an increased frequency of review searches, and the true worth of businesses responding to their reviews.

For the first time, we’ve delved into trends among different age categories, to find out how the different generations use and value local business reviews. Because of this, we’ve slightly altered the proportion of each age group to ensure this is closely tied to the US population. You can find more on the age breakdowns in the methodology.

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Questions

Local Business Review Habits

  1. How many times have you used the internet to find a local business in the last year?
  2. Do you read online reviews for businesses?
  3. Which devices have you used to read consumer reviews in the last year?
  4. Which business types have you read online reviews for?
  5. What is your typical next step after you read a positive review?

    Trust and Influence

  6. How do online customer reviews influence your decision to actually use a local business?
  7. Do you trust online reviews as much as personal recommendations?
  8. Have you read a fake review in the past year?
  9. When judging a local business on reviews, what do you pay attention to?
  10. What’s the minimum star rating a business must have for you to use them?
  11. How many reviews does a business need before you believe its Average Star Rating?
  12. How many online reviews do you read before you can trust a business?
  13. How recent does an online review need to be to impact your decision?

    Responding to Consumer Reviews

  14. When searching for a local business, do you read businesses’ responses to their reviews?

    Posting Online Reviews

  15. Have you ever left a local business an online review?
  16. Have you ever been asked to leave a review for a business?

Methodology 


Local Business Review Habits

 

How many times have you used the internet to find a local business in the last year?

How many times have you used the internet to find a local business in the last year How many times have you used the internet to find a local business in the last year - age

Key Findings

  • 27% of consumers looked online daily for a local business in 2018 – more than double the proportion in 2017
  • 69% look online for local businesses monthly (up from 54%)
  • 56% search for local businesses weekly (up from 41% last year)

Substantially more consumers searched daily, weekly and monthly for local businesses this year. After the gradual increases seen over the last few years, it’s fascinating to see this huge leap.

This year, we chose to focus on the differences in the use of reviews by consumers aged 18-34s, 35-54s, and 55s. Subsequently, we’ve slightly increased the proportion of over 55s to suit the US population. Generally, the over 55s in the study tended to be less familiar with searching the internet for local businesses, as well as using online reviews. This is the likely cause of the slightly higher proportion of consumers who didn’t search for businesses at all.

At the other end of the scale, more than half of 18-34-year-olds search for local businesses every day, while 81% check every week.

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Do you read online reviews for businesses?Do you read online reviews for businesses

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Key Findings

  • 86% of consumers read reviews for local businesses
  • 50% of 18-34-year-olds always read online reviews
  • Just 5% of 18-34s never read reviews

The vast majority of consumers (86%) read reviews for local businesses.

While there was a slight growth in those surveyed who’d never read a review, this could be a quirk of this sample. We’ll be looking forward to comparing this next year, to see if this trend continues.

When looking at the different age splits, there’s a clear trend between the frequency of consumers reading reviews, and their age group. Just 6% of people aged 55+ ‘always’ read consumer reviews, with a further 69% regularly or occasionally reading them.

Only 5% of people aged 18-34 never read reviews, with 50% always turning to them.

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Which devices have you used to read consumer reviews in the last year?

Which devices have you used to read consumer reviewsWhich devices have you used to read consumer reviews - age split

Key Findings

  • Fewer consumers used PCs or Macs to read reviews in 2018
  • 78% of over 55s read reviews on PCs or Macs
  • 75% of 35-54-year-olds read reviews on mobile browsers

One key story this year is the dip in consumers reading reviews on computers. Could review reading be being reserved for portable devices?

When looking across age groups, there are plenty of variations. Over 55s are far more likely to use computers to read reviews than their younger counterparts, while 35-54-year-olds opt for mobile browsers. 18-34-year-olds are far more likely to read on apps.

Overall, there wasn’t a lot of change in the proportion of consumers reading reviews on mobile this year. Tablets, on the other hand, have become slightly more important.

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Which business types have you read online reviews for?

Which business types have you read reviews for

For the sixth year running, consumers are most likely to read reviews for restaurants and cafés. In fact, even more consumers read restaurant reviews this year than they did the year before.

18-3435-5455+
Restaurants / cafés (57%)Restaurants / cafés (55%)Restaurants / cafés (82%)
Clothing stores (40%)Hotels / B&Bs (41%)Medical / heathcare (43%)
Grocery stores (40%)Medical / healthcare (33%)Hotels / B&Bs (39%)
Hotels / B&Bs (37%)Grocery stores (33%)Clothing stores (33%)
Hair / beauty (33%)Clothing stores (31%)Automotive services (30%)

The above table shows the proportion of review-readers in each age group by the types of reviews they have read. It does not include people who do not read reviews.

Interestingly, the majority of review-reading consumers aged 55+ have looked at restaurants and cafés. Of course, these are very traditional types of reviews, with plenty of industry-specific sites to choose from.

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What is your typical next step after you read a positive review?

What is your typical next step after you read a positive reviewWhat is your typical next step after you read a positive review - age split

Key Findings

  • 50% of consumers visit local businesses’ websites after reading positive reviews (including 69% of 55+)
  • 13% contact a business after reading positive reviews
  • 21% of 18-34-year-olds visit the business

Last year, we saw a significant dip in consumers heading to local business websites after reading positive reviews (54% in 2016, down to 37%). In 2018, this bounced right back up, with half of the consumers visiting websites as their first step.

Interestingly, this seems to be lowering the proportion of consumers who continue reading after seeing a positive review. This year, 78% of consumers’ typical next steps are straight to the business, compared to 64% last year. Are positive reviews now the deciding factor, meaning consumers need no further convincing to get in touch?

Across the ages, there does seem to be some key differences in consumers’ actions. 69% of over 55s head to the website first – clearly, websites aren’t dead yet! The younger group are more likely to visit or contact the business than their older counterparts.

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Trust and Influence

How do online customer reviews influence your decision to actually use a local business?

How do online customer reviews influence your decision to actually use a local business

Consumers were able to choose up to two options.

Key Findings

  • Positive reviews make 68% of consumers more likely to use local businesses
  • Negative reviews stop 40% of consumers wanting to use a business

There has been very little change over the last year on how reviews influence consumers’ decisions – with a significant proportion being influenced by reviews.

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Do you trust online reviews as much as personal recommendations?Do you trust online reviews as much as personal recommendationsDo you trust online reviews as much as personal recommendations - age split

Key Findings

  • 91% of 18-34-year-olds trust online reviews as much as personal recommendations
  • More consumers require multiple reviews to trust reviews
  • Older consumers are more likely to be skeptical about online reviews

Over the last year, there was a slight decline in the proportion of consumers trusting online reviews as much as personal recommendations. Could this be a reaction to fake reviews in the news damaging customer trust in online reviews?

Interestingly, there was a growth in the proportion of consumers requiring multiple reviews before feeling able to trust a business. In our recent Google Reviews Study, we found that the average local business has 39 reviews on Google. However, businesses ranking in the top 3 search positions have 47 reviews. The more reviews, the easier it is for consumers and search engines alike to trust that review ratings are accurate.

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Have you read a fake review in the past year?

Have you read a fake review in the past year

Key Findings

  • 33% of consumers spotted lots of fake reviews in 2018 – up from 25%
  • Fewer consumers saw fake reviews than last year
  • 89% of 18-34-year-olds and 74% of 35-54s saw fake reviews

In 2018, there was a dip in the proportion of consumers reading fake reviews.

Rather than this suggesting fake reviews are declining, it could indicate that fakers are getting better at hiding them.

As is the trend throughout this report, there are contrasts between the 18-34 category and the 55+. 57% of the youngest group identified lots of fake reviews, with a further 32% saying they’d read at least one. Those aged 55+ were less likely to have spotted multiple fake reviews.

To find out more on the impact of fake reviews, check out Ben Fisher’s great blog.

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When judging a local business on reviews, what do you pay attention to?

When judging a local business on reviews what do you pay attention to

Consumers were allowed to select a maximum of two answers.

Key Findings

  • Review readers are most likely to value local businesses’ average star ratings
  • 49% value the quantity of reviews – up from 46% last year, and 35% in 2016
  • 30% of consumers highly value businesses’ responses to reviews

For the fourth year running, a business’s average star rating is the most important review factor.

Interestingly, our recent research found that local businesses have an average of 4.42 stars on Google – ranging from senior living businesses with 4.05 stars, to photography businesses with 4.84.

Quantity of reviews continues to grow in importance, with more and more consumers naming this as a top method of judgment.

The recency of a review has also become more important for consumers, as you’ll see below.

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What’s the minimum star rating a business must have for you to use them?

What is the minimum star rating a business must have for you to use them

What is the minimum star rating a business must have for you to use them - age split

Key Findings

  • 57% of consumers won’t use a business that has fewer than 4 stars (up from 48% in 2017)
  • 11% want a perfect 5 stars
  • 61% of over 55s want businesses to have 4 or more stars (compared to 52% of 18-34 year olds)

Over the last year, the proportion of consumers expecting a high star rating has shot up. Now, 57% of consumers won’t use a business with fewer than 4 stars.

While many businesses surpass this on Google, those that fall below this average star rating on any platform could risk deterring a significant number of potential customers. There are hundreds of review sites out there, with many consumers looking beyond Google, Facebook and Yelp to choose a business near them.

Again, we saw some interesting trends here across age groups. 61% of over 55s won’t use businesses with under 4 stars. While the proportion of shoppers in this age group are less inclined to read local business reviews, those that do are more likely to expect good results.

In fact, the youngest group were the most likely to accept a 1 or 2-star review. Let us know why you think this might be in the comments.

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How many reviews does a business need before you believe its Average Star Rating?

How many reviews does a business need before you believe its average star rating

Key Findings

  • Consumers require an average 40 online reviews before believing a business’s star rating is accurate (up from 34 in 2017)
  • 6% of consumers need businesses to have more than 200 reviews
  • 57% expect more than 11 reviews (51% in 2017)

The latest Local Search Ranking Factors survey reported increased importance in review signals, with the quantity of native Google reviews being the third biggest increase in focus for experts.

Quantity is clearly important for consumers (as well as Google!) On average, consumers want businesses to have 40 reviews before they trust the overall star rating is representative. This is up 6 reviews from last year.

The group aged 18-34 require the highest number of reviews – this age group evidently expect businesses to take reviews as seriously as they do.

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How many online reviews do you read before you can trust a business?

How many online reviews do you read before you can trust a business

Key Findings

  • Consumers read an average 10 reviews (up from 7 in 2017)
  • 70% read 4 or more reviews, with 20% looking at more than 11
  • 18-34-year-olds read 11 reviews before feeling able to trust a business

While consumers may expect a high number of reviews before feeling able to trust a business, it’s unlikely many consumers have the time to read hundreds of peers’ experiences before choosing where to get dinner.

Yet, there’s been a marked growth in the number of reviews the average consumer reads. Now, 70% of consumers read 4 or more reviews before trusting a business.

Whether you want to impress local customers, or to demonstrate your worth to Google, it’s incredibly important to build a reputation management strategy focused on gathering a steady stream of new online reviews.

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How recent does an online review need to be to impact your decision?

How recent does an online review need to be to impact your decisionHow recent does an online review need to be to impact your decision - age

Key Findings

  • 85% of consumers think that online reviews older than 3 months aren’t relevant
  • 40% of consumers only care about reviews submitted within the last two weeks (18% last year)
  • 64% of 18-34-year-olds are only impacted by reviews from the past two weeks

In the last year, there’s been a huge increase in consumers expecting reviews to be new. The proportion of consumers who are solely impacted by reviews written within the past two weeks has more than doubled.

85% of consumers believe reviews older than 3 months aren’t relevant – up from 77% in 2017. Local businesses need to keep fresh reviews coming in if they are to impress potential customers. Remember, if you don’t ask, you don’t get.

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Responding to Consumer Reviews

When searching for a local business, do you read businesses’ responses to their reviews?When searching for a local business do you read businesses' responses to your reviews

Key Findings

  • 89% of consumers read local businesses’ responses to reviews
  • 29% always read review responses
  • Nearly all (96%) of 18-34-year-olds read review responses

For the first time, we’ve added a question on replies to reviews to find out if these are valued by consumers.

We found that the vast majority of consumers read business owners’ responses to reviews. Whether they’re positive, negative, or even fake, it’s absolutely critical that businesses stay on top of their reviews, and respond professionally, politely – and pronto!

Monitoring reviews across multiple platforms take time, but it’s critical to monitor these so you’re aware of everything that’s being said about the business.

Negative feedback deters many consumers from choosing a business, so replying to these give readers the context needed to understand poor feedback. Responding to reviews gives you the chance to get your story across, as well as to show potential customers what you’re really like as a business.

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Posting Online Reviews

Have you ever left a local business an online review?Have you ever left a local business an online review

Key Findings

  • 86% of consumers would consider leaving reviews for businesses
  • 80% of 18-34-year-olds have left businesses reviews
  • Over 55s are least likely to have left reviews

This year, a higher proportion of respondents told us they hadn’t left local business reviews. While this could be a quirk of this dataset, there could also be other reasons.

Trust in reviews has been damaged, with the prevalence of fake reviews hammering home that you can’t always believe what you read on the internet. We’ll be sure to watch this trend for the 2019 report.

The youngest group are far more inclined to leave online reviews, with 96% being open-minded about feeding back to businesses. These digital natives may well see leaving reviews as commonplace, rather than something done for standout service.

Over 55s are far less likely to leave reviews, with 22% saying they ‘never’ will. It’s critical for local businesses to engage every type of customer to get a truly representative idea of how the business is performing.

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Have you ever been asked to leave a review for a business?

Have you ever been asked to leave a review for a business

Key Findings

  • 66% of consumers have been asked to leave a review (down from 74% last year)
  • 83% of 18-34-year-olds have had requests to review local businesses
  • 50% of over 55s have been asked to leave a review

This is another question where we’ve seen an unexpected drop this year. While this could be down to the individual experiences of this year’s respondents, it may also be due to a growing reluctance among businesses to ask for reviews.

Asking for Yelp reviews is a big no-no, and can lead to reviews being discounted by the platform’s algorithm. Likewise, in 2018 Google cracked down on review gating. With two of the major platforms adding rules and complexities to review management, it could be that some businesses are feeling confused about what they can and can’t do.

The dramatic difference across age groups of the consumers who’ve been asked to leave reviews was particularly interesting. Only 50% of over 55s have been asked to leave reviews, with 29% going on to do so. 18-34-year-olds were far more likely to have been asked, and also, far more likely to leave a review if asked to.

But this is no reason to narrow your reputation management strategy to only focus on this millennial and Gen Z segment. Every review is equal – and by asking every customer to leave a review, you’re far more likely to grow the number of reviews quickly and naturally.

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Methodology

This year’s Local Consumer Review Survey follows on from 2017’s, exploring trends in online reviews for local businesses over the past year. It includes new and modified questions to fit into the key SEO and local business reviews agenda of 2018. The statistics and findings are solely concerned with reviews for local businesses (on sites such as Google, Facebook, TripAdvisor, Yelp etc), and not general product reviews (such as on Amazon).

Based on the views of a representative sample of 1,000 US-based consumers, the Local Consumer Review Survey was conducted in October 2018 with an independent consumer panel. This year, we have altered the number of respondents in each age group to more closely match the US population and thus provide representative results. The breakdowns are as follows:

 US Population2017 Study2018 Study
18-3428%37%28%
35-5434%40%34%
55+37%23%37%

When analyzing data on those who have read consumer reviews, we removed respondents who don’t read reviews to give a more accurate reading. Averages for statistics in Q11 and Q12 are based on the midpoints of data bandings.

For any questions about the report, or to speak with a member of the BrightLocal team, please contact content@brightlocal.com, or leave a comment below. Publishers are welcome to use charts and online reviews statistics crediting BrightLocal and linking to the report.

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Thank you for reading the 2018 Local Consumer Review Survey! If you have any questions or thoughts on what these statistics mean for local businesses, please leave a comment below. 

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59 thoughts on “Local Consumer Review Survey”

    1. Hi Almar,

      Glad you found it useful! Although we don’t have a PDF version in the works, we’re going to try to produce more of our reports as PDFs (as well as live on the site) in the new year.

      Thanks

      Jamie

  1. BBB accreditation is just for those who pays, not for those who have highest rating. In Canada don’t don’t know about Homestars the reviews are real or fake because some businesses have thousands of reviews with no negative reviews. I think Google should be in first place in terms of real reviews.

  2. Hi,

    Could you specify who participated in the poll? I am interested in demographics, first of all. “97% of consumers used the internet to find a local business” sounds great but I will have to prove it’s true to the skeptics 🙂

    1. Hi Elena!

      The survey is based on the views of a representative sample of 1,031 US-based consumers, conducted in October 2017 with an expert consumer panel. The respondents were all independent, with no affiliation to BrightLocal.

      Thanks,
      Rosie

      1. Hi Rosie,
        Thanks for this survey; I’m looking an update statistique for 2018.
        Do you know when it can be available? Thanks
        Gloria

      2. Hi Gloria!

        Very good question! We’re currently working on this, and it will be out in late November.

        Thanks,
        Rosie

  3. Fake reviews and fake endorsements have impacted the buying behaviour of a person. No one can figure out what is fake and what is real and this has an effect on online shopping

  4. This is AWESOME information! Thanks so much for posting it!

    Do you have any kind of information or stats that show the impact of positive and negative reviews on a local business’ earnings? That would be something really, really interesting and helpful for local businesses to know! It would show them, without a doubt, how critical both positive and negative reviews are to their business.

      1. Thanks for that other study! It’s very interesting as well.

        If you happen to come across any stats showing the effects of reviews on local business’ earnings, could you please post it? Thanks!

      2. Course I will Ray, and if I figure out a way to show this we’ll try and release it ourselves!

  5. So how do we fight all those fake reviews posted from our competitors? I see recently an increase of all those fake personas posting fake reviews. On the other hand I see google removing real reviews but keeps the fake one ???

    1. Hi Chavdar! Unfortunately, there’s no easy fix. You need to keep on top of fake reviews: monitoring all review sites and reacting as soon as a fake review hits. If it’s clearly false (and you can prove this), you may have luck in reporting this to review site admins and they’ll remove it.

      But of course, this doesn’t always work. It’s important to respond to every review, and make clear politely but frankly on why a review is false so that future readers know to discount the information – before it has the potential to damage your brand.

      If false reviews are bringing down your overall scores, you should consider reaching out to your customers to encourage them to leave reviews (without breaking t&cs of some sites, of course), and hopefully this will limit the impact of bad reviews.

      But at this point in time, review sites aren’t doing enough. If it’s any consolation, you’re not alone!

      Rosie

  6. Wow. I really hope they are able to get a real fix for these fake reviews. You just really never know who to trust.

    1. Hi Mike,

      Totally agree; it spoils the trustworthiness of review ratings as a whole. People have to read the reviews to find out how reliable the so ratings score is. Here’s hoping they find a way to sort it out.

      Jamie

  7. Reviews are a priority when I look for new services on the internet. I also recommend to businesses the importance of them having reviews and responding to bad ones as well as the good ones. I always enjoy the Bright Local updates and Myles penmanship.

  8. We see counterfeiting as one of the biggest obstacles to the growth of online commerce, especially for smaller e-commerce sites that want to conquer their segments.It may take some time, but the fake reviews will not take any longer, but sooner or later all these things will be cleaned up, just look at the cleaning of the treasury that Amazon made with its product / exchange rate, which is the Amazon world of the Amazon Seller turns upside down.

    1. Hi,

      Thanks for your comment. Yes, fake reviews is a serious issue and we can only hope that over time Google in particular does more to allow people to fight them, otherwise trust in reviews is only going to deteriorate over time.

      Jamie

  9. I was looking for a palm tree lamp for sale to decorate my kids room, and I have been having a hard time deciding on which product to buy. I agree that I am more likely to trust a site or a product if there have been reviews left already. However, it is alarming that 25% of reviews may be fake. I guess I just need to come to terms that I am taking a risk whenever I purchase something online.

  10. I love this annual survey — always interesting insights. I regularly share it with sales and marketing professionals in the senior care industry. Thank you for publishing this data!

    1. Hi Denise,

      So glad you’re making use of the survey data. Make sure you take a look around the site for more survey data on a variety of topics!

      Thanks

      Jamie

  11. it’s absolutely true that links won’t likely help “…poor quality content, or cause low relevance content to rank…”. That being said, without good backlink equity, it’s tough to get anywhere… so yes, I agree wholeheartedly, Links Still Matter

  12. One of the most interesting fake reviews I read about recently was the man who faked the non-existent restaurant on TripAdvisor. This man was able to make it the most popular restaurant in England. His phone didn’t stop ringing and eventually, he decided to open it in his backyard, calling it “The Shed”. He even had all the famous folk calling him trying to book a table. It just goes to show that fake reviews do work.

  13. I feel like AngiesList is slowly overtaking Yelp and Facebook.

    If you’ve ever tried to create a “members” profile on AngiesList and wrote some reviews you’ll know what I’m talking about. They have quite the spam filter (and human review team) that read all reviews.

  14. Hey Rosie,

    We see fake reviews as one of the biggest impediments to the growth of online commerce, and particularly smaller e-commerce sites seeking to grab their slice.

    It may take a little time, but fake reviews will not last as sooner or later all this stuff gets cleaned up, just look at the closet cleaning Amazon did with their discounted product/ review exchange turning the amazon seller world upside down.

    Gary

  15. I am actually shocked Yelp is as high as it is. I see so many shady businesses advertising on there that it is unbelievable. The barrier of entry is so low to advertise on yelp. Yelp has created an advertising culture that businesses almost have to cheat to win on. You can start your business yesterday, be a convicted felon, unlicensed in your industry that requires a license and advertise on yelp.. That ought to scare people!

  16. I think the number of consumers that have seen a fake review is much higher. Yelp says that 25% of all of their reviews are fake. There are way too many fake reviews between companies selling, offering discounts or review swap groups. I’ve uncovered almost 3000 businesses falsifying reviews with anywhere from 5 to 150 fake reviews. It is more widespread than most consumers know.

    1. Hi Jason – yes, it’s definitely a worrying trend! Made even more worrying by the majority of consumers who don’t feel able to identify every fake review – there could be so many more that are slipping through undetected!

      Thanks for reading!
      Rosie

  17. Hi there, question about your results on Question 16. The first takeaway doesn’t align with the chart graphic.

    On the chart (purple bar) it says 51% marked “yes, and I left a review for them,” but the key takeaway says “68% of consumers left a review after a local business asked them to.”

    Am I misunderstanding the chart? Any clarification is appreciated! I’d like to cite this article on our website but want to make sure it’s correct. Thanks!

    1. Hi Cynthia!

      For this, we’ve stripped out all the people who’ve never been asked for reviews, so this covers the actions of the people who have been asked to see if they ended up doing what they’d been requested to. There’s a pie chart just below this that covers this – hopefully that’ll be useful for your site?

      Thanks so much for reading!
      Rosie

  18. I had read that Google accounts for over 90% of all reviews and that Yelp and Facebook the rest, but the pie chart seems to suggest that Google is 3rd in “trusted reviews sites for local reviews”

    Is it that Google’s 90% figure takes all reviews into account, not just local? Or am I missing something here?

    1. Hi Courtney,

      For this, our consumer panel were asked which of the top review sites they most trusted – while Google may have a high number of reviews, it’s not consumers most-trusted.

      Thanks for reading!
      Rosie

  19. Great article, but these 2 figures seems to be at odds with each other

    Key Findings
    97% of consumers read online reviews for local businesses in 2017, with 12% looking every day

    Key findings
    93% of consumers read local reviews – meaning just 7% don’t (compared to 9% in 2016)

    1. Thanks Courtney – the first question is around frequency in the last year (focusing on recent behavior), while the second is about if people read to see if a business is good or bad (focusing on their intentions when reading reviews, so not focused on a finite time period). I’ve now clarified in the text the difference between the two. Thanks for your note 🙂

  20. Always look forward to the new Local Consumer Review Survey being released! The information provided is outstanding and we use it on a daily basis when speaking with business owners about the importance of their Reviews and Online Reputation.

    1. Hi Gino,

      So glad to hear the information’s of use. We’re seeing some really interesting trends here; really good to know the info’s useful when dealing with clients!

      Thanks

      Jamie

  21. Yelp & Facebook are local consumers’ most trusted review sites?

    I’m really surprised that’s not Google first, then Yelp, Facebook and Angie’s List. BBB is falling by the wayside.

    1. The BBB actually has really good processes in place to guard against fake online reviews. The are also the only entity that actually does a background check on their advertisers. Unlike Yelp and Angies List who don’t pay attention to state licenses and laws. For example, in Texas you will find unlicensed movers advertising on Yelp, Angies List, Nextdoor App, Facebook and Thumbtack. You won’t find that on the BBB. Once consumers realize how easy the Barrier of entry is for a business to advertise on Yelp, Angies List, Facebook, etc.. Those others will start to lose consumer confidence. Here is a great article that talks about some of the BBB Online Policies-http://www.localvisibilitysystem.com/2017/10/30/qa-on-bbb-customer-reviews-not-just-another-unkempt-local-review-site/

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