![]() Create an actionable plan and work with your staff to address the concerns of your customers.Familiarize yourself with Yelp’s free tools and tutorial videos available to you in our Business Support Center and take the first step unlock your Yelp page.In some instances, it may be tough, but challenge yourself to look at what you’re doing consistently well and what you’re doing consistently not so well. If you are serious about improving customer service for your business, you might take some time to read your reviews and see if there are perceptions of your business that aren’t as positive as the ones above. Aside from the generally positive feeling about a place that yelpers love, “friendly”, “nice” and “helpful” stand out as things that are often mentioned with positive customer service, and hence good reviews. It looks to us like yelpers care about the simple things. Saying “focus on great customer service and the ratings and reviews will come” is easy, but what do yelpers think is good or bad? Of course, every business is different, but we grabbed the words that showed up more often in positive customer service reviews and threw them in a cloud to see what stood out. Similarly, nearly 70% of “bad” customer service experiences are given 1 star, compared to less than 5% that get 5 stars. If a yelper mentioned good customer service, they are over 5 times as likely to give a 5 star review rather than a 1 star. ![]() We looked at people who mentioned “bad” or “awful” customer service versus those that mention “good” or “great” customer service. ![]() ![]() Let’s dive in further and find out if good or bad customer service really makes a difference in a review. Of course, other factors in a reviewer’s experience come into play when rating a business, but what we found is that customer service plays an incredibly crucial role when it comes to having a strong or poor rating on Yelp. Working with our Search & Data Mining team, we took a deep dive into the data to see how perceived “customer service” impacts review ratings, both good and bad. Yelp has long advised businesses to “focus on great customer service and the ratings and reviews will come”. ![]()
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