63% of US shoppers said that they’ll write product reviews. Among those, 73% said that they were more likely to do so when they were satisfied. It means that highly satisfied customers are more likely to write reviews rather than when the experience was negative. But when consumers write negative reviews, more than half (57%) expect the brand to reply and 93% cited that their positive loyalty to the brand would be converted to be negatively impacted if the retailer didn’t reply.
Across all generations, Baby Boomers felt the most that retailers should reply to complaints or bad reviews.