On average, a consumer will read at least ten reviews before trusting a business.
Of those consumers, 89% are more likely to choose a business that meaningfully responds to each of its reviews.
When a prospect is considering doing business with your energy company, your reviews offer key insight into the level of quality, value, and customer service they can expect to receive.
The responses—or lack thereof—that your business leaves on its reviews carry just as much, if not more weight than the content of the reviews themselves.
Let's ensure your reviews present your energy business as the credible, professional, and receptive provider it is.
Why Do Review Responses Matter?
A response to a customer's review offers insight into how a company conducts itself. It demonstrates care and sincerity to the customer who left the review, and it tells prospective customers whether to expect excellent, friendly service that values and addresses feedback — or a company that makes little to no effort to improve.
As an energy marketer, your level of online review management may often be the make or break in a potential customer deciding to choose your company over the competition.
On positive reviews, leaving a friendly response conveys gratitude and appreciation for a customer taking the time out of their day to leave a few kind words. Inevitably, negative reviews happen, too. While it may not always reconcile the relationship with the dissatisfied customer, a meaningful response to a negative review demonstrates to prospects whether your company values accountability and improvement.
In fact, at least 56% of consumers report that a business's response to a negative review has shifted their perspective on how responsible and receptive that business is.
Not only that, but your business's online reviews do more than persuade prospective customers. They persuade Google as well. Managing and responding to your online reviews across your Google Business Profile, Yelp, Facebook, and more supports your digital authority and credibility, thereby boosting your local search engine optimization (SEO) and online visibility — a key component of an energy business's success.
