Get reviews Basic features of Rating Captain
Manage Moderation and coupons
Analyze Know your customers better
SEO Widgets Upgrade your SEO impact
Integrations List of integrations
Customer Satisfaction Survey Convenient survey research
Blog Find out what's new
Knowledge base All technical stuff
Customers Pricing
Sign in
Sign up for Free
Sign in Sign up for Free Get reviews Manage Analyze SEO Widgets Integrations Customer Satisfaction Survey Blog Knowledge base Customers Pricing Careers Privacy Policy Integrations Customers Reviews Catalog Team Pricing Terms of Use Data processing Affiliate Program
Loading an article

2020 online reputation management statistics

Karol Bocheński
21/08/2020 | 3 min read
2020 online reputation management statistics

Table of contents

    Sometimes we take certain things for granted, based on our own experience. In marketing, for example, we assume some mechanisms work – what consumers search for, what they read online and when they're more willing to give positive reviews. Therefore, in this article, we've compiled the most important reputation management stats that will help you understand your consumers and implement improvements wherever possible.


    Online reviews


    Almost 90% of consumers trust online reviews similarly to personal recommendations from their family and friends. The fact proves that taking care of a positive online image has a crucial role not only in online reputation management (ORM) but also in sales in general.


    Online reputation management


    The fact is that if a company that doesn't exist online, is simply invisible to a modern customer. More and more often it applies to local business as well, that need to attract a broad spectrum of clients. Of course, apart from the online appearance, it is important what kind of reviews can be found on various review sites.


    statistics rating captain


    Online reputation management statistics for 2020


    Online review statistics


    • 85% of clients trust online reviews similarly to personal recommendations and that is why we should care about every tiny review appearing online
    • 75% of consumers trust a company more if it has a positive opinion on review sites, which we should monitor every day
    • 60% of users won't use a product or service after reading negative reviews, simply because they don't trust them and don't want to experience anything bad
    • the last 7 reviews matter most – this is the average checked by consumers before purchase, which means that not always the average rating matters, but the last comments are read thoroughly as well
    • almost 50% of consumers will trust a company only if it has at least 4-star rating (out of 5), which means that online review management is a constant, everyday work to keep the score.


    Online reputation management statistics


    • almost all consumers (97%) search online for information on local businesses, which proves the importance of ORM
    • consumers are more willing to tell about poor service or product than about a positive experience (15 vs 11)
    • when SEO is considered, the minority od Internet users (5%) go to the second Google search results page
    • consumers look for best offers, nearly 90% of them compare prices before making a decision (comparative shopping)
    • over 50 percent of consumers search for products in social media, which proves how crucial it is to run that channels
    • over 75% of global search traffic happens via Google (Bing is number two), so if you operate in a country other than Asian, Google and Google My Business is the first place you should consider when building your reputation consciously.


    To sum up, all the statistics shown prove that consumers read online reviews, use search engines looking for the best product or service, and believe online reviews that are left on sites such as Yelp, Google, or Facebook. Consumer trust can be built by the online presence – and this is the technique we always recommend businesses to apply.

    Please rate this article

    Average rate this post is: 4.74{{$app.blogCurrentReview < 4.3? 4.3 : $app.blogCurrentReview}}

    See what people are saying about your business

    Get free access to your company's audit report. Find out how you can increase your sales?

    Find out for free

    Ralated articles

    Agnieszka Szczepanowska
    27/10/2020 | 4 min read
    Karol Bocheński
    21/08/2020 | 3 min read
    Linkedin logo Youtube logo Facebook logo Instagram logo

    Rating Captain is creating “SatBot”, a project implemented under the grant in accordance with the “303 Innovation fund” project.

    Customer Service

    +48 572 971 973

    Support and Billings


    Copyright © 2020 by Rating Captain
    Privacy Policy
    Knowledge base
    Reviews Catalog
    Terms of Use
    Data processing
    Affiliate Program
    We use cookies to provide the best possible service.
    Refer to our privacy policy for more info.
    I agree