Research
What makes
the phone ring.
Ratings, reviews and fast replies, measured by Harvard and Northwestern.
Experience working with industry-leading brands
- Microsoft
- OpenAI
- Shopify
- WordPress
- Meta
- NVIDIA
- Wix
- AWS
- Apple
- GitHub
- HubSpot
- Anthropic
- Squarespace
- Salesforce
- Adobe
- Cloudflare
- Webflow
- Stripe
- Figma
- IBM
- Vercel
- Mailchimp
- Oracle
- Intel
- Cisco
- SAP
- Dell
What the research found
What the research found
-
Harvard Business School · 2016
5 to 9%
more revenue for each extra star
Restaurants with one more star on Yelp earned 5 to 9 percent more. The effect came from independent restaurants, not from chains.
By Michael Luca
Read the study (opens in a new tab) -
Northwestern University · 2017
270%
more likely to sell with five reviews
At one online gift retailer, a product with five reviews was 270 percent more likely to be bought than one with none. Most of the lift came from the first few reviews.
By Tom Collinger, Edward C. Malthouse and colleagues
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Harvard Business Review · 2011
7×
more likely to connect when you reply within an hour
Firms that replied to a new online lead within an hour were nearly seven times as likely to reach a decision maker as firms that waited even one more hour. Almost a quarter of firms never replied at all.
By James B. Oldroyd, Kristina McElheran and David Elkington
Read the study (opens in a new tab)
What it means for you
- 1
Ask every happy customer for a review; the first few count most.
- 2
Answer new leads within the hour, every time.
- 3
Make calling and booking one tap away on every page.
More research
- Channels work better together.Ads in one channel lift sales in the others.
- Good marketing keeps paying.The long run effect is about twice the first.
- You have 50 milliseconds.People judge a site in a blink, and speed pays.
- The top step gets the click.Higher spots win the click, and rivals can take yours.
- Be the answer AI gives.Fewer clicks, and how to be the source AI cites.
Replies within 1 business day
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