“Hiding” Negative Reviews
We've got some shocking news for you - research shows that negative reviews can actually boost conversion rates by 85%! Consider this: would you trust someone who claims to be perfect or someone who shows a few imperfections? Now, think of your shoppers.
93% of them rely on reviews before hitting ‘purchase’ (according to the FTC), seeking brands they can trust – and two-thirds are more likely to trust brands that display a mix of both positive and negative reviews. So, if you think your shoppers are only after perfect 5-star ratings—think again! Presenting a flawless review streak by “hiding” negative reviews can come across as inauthentic.
Solution: Build Trust with Balanced Reviews and Engagement
As with everything in life, it all starts with a good balance.
Ensure your top-presented reviews feature a healthy mix of both positive and negative feedback while filtering out those that are inappropriate or irrelevant (to learn more visit our Moderating Reviews page). This way, you present an honest picture without harming your brand’s core offering, reflect authenticity, and win your shoppers’ trust. But don’t settle for just displaying negative reviews—engage with them!
This is a great opportunity for your brand to show you genuinely care about your shoppers’ experience and remind them that there are real people behind your brand. With the majority of shoppers saying they would overlook a negative review if the brand responded, it’s a great way to turn that frown upside-down and win more happy shoppers!
Talk about making lemonade from those lemons.
Need an extra push? Check out our Adding Comments to Reviews guide.
