November 18, 2015 by George Eberstadt
A new study from L2 of the CPG personal care market looks at the relationship between review volume and search engine results and finds:
…products with more reviews enjoy superior search visibility.
SEO is a major reason to maximize the number of reviews you collect, but there are others:
- A high review count displayed alongside the average star rating signals that a product is popular and also increases trust in the average rating by showing it is based on a meaningful sample. In fact, a higher review count can more than make up for a lower average rating. In this recent study, 61% of respondents preferred a product with a 4.5 star average based on 57 reviews over the same item with a 5 star average based on only 4 reviews.
- Larger numbers of reviews drive higher average ratings by tapping into the “happy middle” of the customer base to dilute the over-influence of the often unhappy extreme that otherwise dominates. Jockey.com (underwear) recently found that sending an email to request reviews not only increased review volume by 7X, it also increased the average rating across the site by a half a star – a HUGE effect.
While it’s no surprise that more-reviews-is-better, in practice, we find many brands and stores are so focused on the average star rating for their products that they undervalue the raw volume count and miss opportunities to increase collection.
The L2 study points to review syndication from brand sites to retail sites as an effective strategy for increasing review volume at the point of purchase. We would add that merchants should consider an open strategy for in-bound syndication, as closed networks can have significant limitations in reach, complexity, and cost.
We would also recommend that stores and brands evaluate their mechanisms for collecting reviews, as platform limitations can crush the volume of reviews collected. For example, the furniture store Raymour & Flanigan doubled the volume of verified-buyer reviews they collect by switching to an approach that automatically authenticates known reviewers rather than requiring a separate authentication step. And for unrecognized users, a flow that enables review creation before requiring authentication is essential. (Do you make your visitors register before they shop?!?)
October 16, 2015 by George Eberstadt
You probably know that sending an email post-purchase to request a product review is critical to getting a healthy volume of reviews. But you may not know that it’s also essential for ensuring that the sentiment of the reviews you collect fairly represents the sentiment of your customer base, overall.
Here’s an example from Jockey.com. After switching to TurnTo for ratings & reviews, there was a period of 6 weeks when they were not sending out review solicitation emails (RSEs); the only reviews they collected were from shoppers who returned to their site, on their own, to submit one. Then Jockey turned on the RSEs. Not surprisingly, the volume of reviews they collected increased by 7X.
But here was the surprise: the average rating also improved – by over half a star, from under 3.8 to over 4.3! That’s a huge improvement, with the critical benefit of accurately signaling to shoppers the high quality of Jockey products.
Why the improvement in average star ratings? It turns out that the people who go through the effort to come back to your site to write a review, without being prompted to do so, are disproportionately the unhappy ones – the ones with a complaint to vent. So if you are only capturing reviews from this group, you are over-representing the negative sentiment in your customer base and under-representing your happy customers. When you reduce the barrier to writing reviews by sending customers an email requesting one, you get a review-writing population that is much more representative of the overall sentiment of your customer base. In the case of Jockey, the before-and-after gain of over a half-star across their full catalog is the kind of improvement you might otherwise have to do a product-line refresh to achieve.
So in case the benefits of a much greater volume of reviews aren’t enough to convince you to send out a review solicitation email, keep in mind that you’ll be more accurately showing the positive sentiment of your customer base, too!