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What can companies do to dispel that skepticism? There are a number of factors that consumers consider to determine whether an online review is authentic and not fake. Respondents were allowed to tick more than one answer and these are the three most frequently mentioned: There is a good balance between the advantages and disadvantages ( %). The review was published on a trusted review platform ( %). The provider also shows negative reviews ( %). In addition, there are a number of characteristics that, according to the surveyed consumers.

Online reviews should generally have in order to appear reliable. The main features mentioned are the product's rating and written customer comments. Infographic about what makes an online review reliable . Understand that consumers primarily want to help other photo editor consumers Most companies see online reviews primarily as feedback from customers to improve their product or service: % of SMB employees surveyed say their company uses them for that. But for consumers it is not the main motivation to write a review.



They mainly want to help other potential buyers to make a good judgment. The fact that companies can then also benefit from this is of secondary importance from the consumer's perspective. As a company, it is therefore good to realize that online reviews are primarily a service that facilitates communication between customers. Infographic about the main motivation to write an online review In short: Take your customers seriously If there's one overarching lesson to be learned from all these lessons, it's this: take your customers' opinions seriously. Anyone who takes the trouble to write a review about your product or service expects it to be handled with care.