Customer reviews are incredibly important – they’re a major factor in the local algorithm, according to the LSRF, but more importantly, they’re a trust signal to humans. If you have more reviews and a better score than your local competitors, it’s likely that you’re going to get more customers.
Think about what you do when you shop on Amazon or check out other businesses. You start by glancing at the reviews as you click the filter or sort button, and then you look at either the best reviews or the worst reviews. That default sort is the kicker though – if you’re looking at a local business and one of those top reviews is a bad one, you’re definitely going to read it.
