Replying to Google Reviews is One of the Highest-ROI Things You Can Do

"BrightLocal's research found that 88 percent of consumers would use a business that responds to all of its reviews, both positive and negative. Engaging with your reviews makes consumers nearly twice as likely to choose you. And you don't have to be perfect at it, you just have to do it."

"According to BrightLocal's 2026 Local Consumer Review Survey, 97 percent of consumers read online reviews, with 41 percent saying they 'always' read reviews when evaluating a business. Most of those reviews are on Google - roughly 81% of consumers use Google reviews specifically to evaluate local businesses."

Responding to Google reviews is a critical business practice that directly impacts customer acquisition and loyalty. Research shows 97% of consumers read online reviews, with 41% always consulting them when evaluating businesses. Google reviews specifically influence 81% of consumers' decisions about local businesses. Businesses that respond to all reviews—both positive and negative—are nearly twice as likely to be chosen by consumers. This engagement demonstrates care for customers and builds trust. Implementing a systematic review response process, such as using Buffer, helps businesses manage this efficiently. Boutique agencies like Sapphire Social prioritize review responses for their clients, recognizing the competitive advantage it provides.

Read at Buffer: All-you-need social media toolkit for small businesses