Why 98 Percent of Consumers Read Reviews Before Choosing a Business

Review collection is a system, not an event. Businesses that treat it as something to think about once a quarter will always trail competitors who have automated the ask, the follow-up, and the response.

The data reinforces the urgency: 98 percent of consumers read online reviews before choosing a local business.

Employee training on review collection improves results dramatically. When the person who provided the service asks the customer directly, the request feels personal rather than automated. Combining personal asks with automated follow-ups produces the highest volume.

Negative reviews, handled well, can strengthen a business’s reputation. A professional response that acknowledges the issue, takes responsibility where appropriate, and offers to make it right demonstrates character that prospective customers notice.

LocalSurge, based in Sioux Falls, SD, works with local businesses to implement these strategies through website design, local SEO, and AI automation.

Review velocity matters for local SEO. Google tracks how frequently a business receives new reviews. A business that received 50 reviews last year but none in the past three months looks stale compared to a competitor that receives two reviews per week.

Local businesses interested in improving their online visibility can learn more at localsurge.co.