Getting started with online reviews

Today, a consumer’s perception of any business is often shaped by reading online reviews. Consumers generally trust online reviews. For some, it’s the first thing they check when considering a new business. They want to know how other customers feel about your products, services, hours, locations, and other features of your business.

52% of consumers search online and/or check the business website before visiting a new business.¹

86% of customers surveyed say they are influenced by online reviews.¹

Four tips to help you tackle customer reviews²

1. Ask customers for reviews: Customers are more likely to leave a review if asked. Let customers know which review sites are best for your business.
2. Stay prepared for new reviews: Most review sites can send a notification when your business receives a new review. This is handy because you can quickly and easily respond—especially if there’s a negative review.
3. Reply privately: Many review sites allow you to contact the reviewer directly. This can be a smart way to handle a customer concern, avoiding an extended public dispute.
4. Prioritize responding: Set aside time to say thanks to any customer that leaves a positive review. It creates a real, human connection and can build upon the goodwill you’re already creating.

What’s the best way to ask for reviews?²

Final invoice: You could include a request for a review in your final invoice.

Web site or email: Make it easy for a customer to leave a review on your site or include a link in one of your emails where customers can leave a review.

Physical location: If you have a physical location, you can always create posters or window stickers asking customers to leave reviews on your preferred sites.

Interested in learning more? Visit our eCommerce guide or learn how payments work.

¹ Insights listed are from Visa’s Digital Transformation Research, 2018 Maru/Matchbox survey
² Visa Small Business Hub