1. Ratio of reviews written by respondents to every 100 companies they have done business with Most respondents had written between 5 and 10 reviews out of every 100 companies they have done business with. Real strategic Inc. All Rights Reserved

2. Level of positive versus negative reviews respondents typically write Respondents were generally more likely to write positive reviews compared to negative reviews. Real strategic Inc. All Rights Reserved

3. Greatest influence on respondents’ decision to write online reviews Approximately six in every ten respondents indicated that their main influence for leaving a review was because they “felt the need to share” their good/ bad experience. Real strategic Inc. All Rights Reserved

4. Reasons respondents leave negative reviews online The main reasons highlighted for leaving a negative review was “to make sure others are aware of my experience before they buy” and because “The business owner will read it and hopefully make changes”. Real strategic Inc. All Rights Reserved

5. Actions that would make respondents consider changing their negative reviews to a positive review within 24-48 hours Most respondents would consider changing their negative review to a positive one if a “Manager contacted me to understand & try to correct the problem”, if a “member of staff contacted me to understand & try to correct the problem” and if the “company contacted me via email or phone and said they would correct the issue”. Real strategic Inc. All Rights Reserved

6. Times when respondents normally leave an online review Most respondents would leave an online review within “24- 48 hours after” purchase, while others indicated they would definitely do it the “same day” of purchasing. Real strategic Inc. All Rights Reserved

7. In cases when you did not leave a review, which of the following best explains why? Most respondents did not leave reviews because they “did not remember” or due to a lack of “time” to complete same. Further, about one in every ten respondents highlighted the lack of “incentive” and that they “did not see the option to leave a review”. Real strategic Inc. All Rights Reserved

8. What would make respondents more likely to leave an online review Respondents believe they would be more likely to leave a review “if there was an easy and convenient place” to do so (39%), “if the employee that helped” asked for a review (26%) and “if an email” was sent a few days after purchase, requesting a review (22%). Real strategic Inc. All Rights Reserved

9. How respondents believe companies will be influenced by their negative reviews The majority of respondents believed that negative reviews will “inform and might have an impact on a business” (72%). Real strategic Inc. All Rights Reserved

10. Proportion of respondents who read reviews about a business before buying or contacting them The significant majority (90%) of participants indicated that they “read online reviews before buying or contacting” a business. Real strategic Inc. All Rights Reserved

11. The company respondents would CALL FIRST if they were searching online for a local business Most respondents would first call “The business that had excellent 5 star reviews and a great reputation” if they were searching online for a local business. Real strategic Inc. All Rights Reserved