Based on new research, the time-honored “90-9-1 rule” may no longer be accurate.
The 90-9-1 rule states that for every 100 people active online, one person creates content … nine people respond to created content … and 90 are merely lurkers – consuming the information but not “engaging” with it at all.
But now we have a survey by ratings and reviews platform Clutch which suggests that the ratio may be changing. The Clutch survey finds that around 20% of online shoppers have written reviews for some of their purchases.
That finding would seem to indicate that more people are now involved in content engagement than before. Still, when just one in five shoppers are writing and posting customer reviews, it continues to represent only a distinct minority of the market.
So, the big question for brands and e-commerce providers is how to encourage a greater number of people to post reviews, since such feedback is cited so often as one of the most important considerations for people who are weighing their choices when purchasing a new product or service.
A few of the ways that businesses have attempted to increase participation in customer reviews include:
- Make the review process as efficient as possible by requesting specific feedback through star ratings.
- Provide additional rating options on product/service performance sub-categories through quick guided questions.
- Offering incentives such as a contest entry might also help gain more reviews, although the FTC does have regulations in place that prohibit offering explicit incentives in exchange for receiving favorable reviews.
- Providing timely customer service – including resolving products with orders – can also increase the likelihood of garnering reviews that are positive rather than negative ones.
This last point is underscored by additional Clutch results which, when the survey asked why online shoppers write reviews, uncovered these reasons:
- Was especially satisfied with the product or service: ~33%
- Received an e-mail specifically requesting to leave feedback: ~23%
- Was offered an incentive to leave feedback: ~5%
- Was especially dissatisfied with the product or service: ~2%
For companies who might be concerned that negative feedback will be given lots of play, the 2% statistic above should come as some relief. And even if a negative review is published, the situation can often be rectified by reaching out to the reviewer and providing remedies to make things right, thereby “turning lemons into lemonade.”
After all, most consumers are pretty charitable if they sense that a company is making a good-faith effort to correct a perceived problem.