Case Study: Efficacy of Reputation.com Managed Service
Study Overview
Question: How does the Managed Service program affect the online reputations of subscribers?
Methodology: In May 2013, we analyzed data on all Reputation.com for Business Gold and Platinum subscribers who had been using the service for at least three months. The data was collected. using the Reputation.com for Business technology platform back-end.
We looked at three metrics of online reputation:
- Proportion of reviews that are negative
- Average star rating across all review sites
- Volume of new reviews per month
For each, we collected three sets of values:
- Average for all subscribers prior to start of Managed Service
- Average after at least three months for subscribers not using Review Kiosks
- Average after at least three months for subscribers who were using Review Kiosks
Results: All subscribers saw a marked gain for each metric within the first three months of the Reputation.com Managed Service program. Kiosk users saw gains 2–3 times larger than non-Kiosk users.
Why Reviews Matter
Consumer Research: 92% of Internet users read product reviews and 89% of people say that reviews influence their purchasing decisions. (eTailing Group)
Trust: 72% of consumers trust online review as much as word of mouth. (Local Consumer Review Survey)
The Bottom Line: A difference of one “star” in the average rating in a typical online business profile can lead to a 5–9% difference in revenues. (Harvard Business Review)
Local Visibility: 88% of consumers who search for local services on their mobile devices will call or visit one of the businesses they find within the next 24 hours. (Google/Ipsos OTX)