Online Reviews

e-Strategy Trends’ continually updated collection of trends and statistics about online reviews for marketing, public relations, advertising and strategic communications professionals.

Social Media Customer Service Channel Expectations [CHART]

via emarketer.com In a Q4 2011 survey of worldwide online consumers, Oracle found that online users valued having a number of pathways to customer service support, including through social media, click-to-call services and instant messaging. Given Facebook’s dominance of the social media landscape, it should surprise no one that 46% of those polled anticipated that…

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Influential Purchase Factors [CHART]

via marketingcharts.com Competitive pricing and promotions hold the most sway over shoppers, and pricing is becoming an ever-more significant factor, according to a pair of studies released in June 2012. Results from a RIS News and Cognizant survey [download page] indicate that price is the most significant factor affecting both online and in-store purchase decisions…

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Most Valued e-Commerce Features [CHART]

via marketingcharts.com Almost all online merchants see the value of keyword search as an website feature, finds the e-tailing group [pdf] in April 2012 survey results. Asking e-commerce executives to rate 50 features on a 5-point scale (with 5 being very valuable, and 1 being not at all valuable), the company found that keyword search…

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Relevance Of Information Sources [CHART]

via marketingcharts.com The Nielsen survey also asked respondents to identify which advertising and brand messaging platforms are the most relevant to them when searching for information about the products, finding that the relevancy results often mirrored the trust responses. Recommendations from friends and family again topped the list, at 90% of respondents, followed by consumer…

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Trust In Sources [CHART]

via marketingcharts.com Global online consumers place the most amount of trust in earned media, and the least in ads served on mobile phones, finds Nielsen [download page] in an April 2012 report. An impressive 92% of consumers surveyed around the world said they trust earned media, such as word-of-mouth or recommendations from friends and family,…

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Online Reviews & Suggestions [CHART]

via marketingcharts.com Brands can gain significant insights into how to improve already successful products by analyzing online reviews, finds BazaarVoice [pdf] in a March 2012 report. Examining more than 6 million pieces of user-generated content from both in-store and online shoppers, the company found that 12% of all reviews include product suggestions, and that the…

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