One of the most important uses of the web today is for people to seek out user reviews of products and services before they buy.
Research shows that people place a high value on these user reviews, and they are more likely to influence purchase decisions than brand advertising and other forms of promotion.
The famous 90-9-1 rule — of every 100 people, 1 creates content, 9 respond to created content and 90 simply are just lurkers — may no longer be accurate. But even if the rule still holds, that still means quite a few people are engaging in the practice of posting customer reviews and comments.
For most people who post reviews, their reasons for doing so are positive, if the results from a recent YouGov survey of U.S. consumers are any guide. The research was conducted in November 2014 among American respondents age 18 or older.
When asked why they post consumer reviews online, the survey respondents cited the following reasons:
- To help other people make better purchase decisions: ~62% cited as a reason why they post
- It’s polite to leave feedback: ~35% of respondents cited
- It’s a way to share a positive experience: ~27%
- To make sure good vendors get more business: ~25%
- To warn others about a bad experience: ~13%
- To expose bad vendors: ~12%
Interestingly, the older the age of reviewers, the more likely it is that they upload reviews for the reasons listed above: Respondents age 55 or older cited all but one of the six reasons in greater percentages than the average for all age groups.
What about the flip side of the equation? Do those who post feel that others are posting reviews for the same reason?
That’s where the picture gets a bit murkier. It appears that those who post do so for positive reasons … but they don’t necessarily think others are posting for similarly positive purposes.
In fact, about two-thirds of the survey respondents felt that some reviews are written by people who haven’t actually purchased the product or service.
A large portion — 80% — think that businesses write positive online review about themselves.
And nearly 70% believe that businesses post negative feedback about competitors’ products.
So it’s interesting: People see themselves participating in online ratings and reviews for the right reasons, yet they suspect that other posters may not be playing fairly — or maybe even gaming the system.
It’s an indication that while user reviews are welcomed in practice, there are also nagging doubts about the veracity of what people are reading.
Still, surveys find that many consumers cast those doubts to the side, and continue to read user reviews and be influenced by them.