Radon contractors often wonder if taking the time to reply to customer reviews on Google (formerly Google My Business) can actually encourage more people to leave reviews. Research and expert insights suggest yes – engaging with reviews can boost review volume. This report compiles findings, psychological reasoning, case studies, and best practices to understand how responding to reviews might generate more feedback from customers.
Research Findings: Impact of Responses on Review Volume
Multiple studies and analyses have found a positive correlation between management responses and the number of reviews a business receives:
- Harvard Business Review Study (Hospitality): An analysis of tens of thousands of hotel reviews on TripAdvisor found that when hotel managers began responding to reviews, the hotels received 12% more reviews on average. Notably, their average star ratings also rose slightly (+0.12 stars). These improvements occurred without any direct solicitation – simply the act of engaging with existing feedback encouraged additional customers to write reviews. (reputation.com)
- Yelp Internal Data: Yelp reported in a company study that businesses who respond to their reviews see about a 5% increase in the number of new reviews they receive. This suggests the effect of responses boosting review volume isn’t limited to one platform or industry. (bizibl.com)
- Womply Small Business Analysis: In a broad study of U.S. small businesses, data indicated that companies actively managing and replying to reviews tend to have higher customer engagement. For example, one finding noted that review response rates (the share of customers who leave feedback) jumped to ~20% for businesses that regularly responded, implying more customers were motivated to share reviews when owners engaged. (bizibl.com)
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Overall, the research consensus is that responsiveness leads to measurably more reviews. Importantly, responding doesn’t just correlate with more feedback – there’s evidence of a causal impact.
The Harvard study authors took steps to rule out confounding factors (like hotels only responding after a renovation). By comparing hotels’ behavior across two platforms (TripAdvisor vs. Expedia), they confirmed that the act of responding itself was driving the increase in review counts and improved ratings. (solike.review)
Note: While many published examples focus on hospitality (where the impact has been extensively studied), experts agree the same principles apply in other industries.
Here's what a radon mitigation company in New Jersey has to say about responding to their 350+ reviews on their Google My Business page.
"Responding to every review—good or bad—has been one of the best things we’ve done for our business. It shows customers we genuinely care, and we’ve seen that trust translate into more calls, more referrals, and ultimately, more business."
— Jim Gibson, Radon Removal New Jersey
Psychological and Customer Sentiment Insights
Why does replying to reviews encourage additional customers to write their own? Several psychological factors and customer sentiment considerations come into play:
Customers Feel Heard and Valued
When people see that a business reads and replies to feedback, they realize their voice won’t “vanish into the void.” This makes them more excited to leave a positive review, since they know the business will actually notice and appreciate it. A thoughtful response signals that the company values customer opinions, which can motivate satisfied customers to share their experiences publicly.
Increased Trust and Goodwill
Responding to reviews – whether praise or complaints – shows that the business cares about its customers. This fosters trust. In fact, one survey found 89% of consumers are willing to use a business that responds to all reviews, whereas barely half would consider a business that ignores feedback.
In the radon and home services industry especially (plumbers, contractors, etc.), trust is critical. Seeing a manager respond to others’ online reviews demonstrates the company is personable and truly cares about its customers.
This positive impression not only makes consumers more likely to choose the business, but also more likely to reciprocate with a review of their own after service.
Social Proof and Norms
When prospective customers research a business on Google and observe lots of reviews with owner responses, it sets an expectation. The business appears engaged and customer-focused, creating a social norm that “this is a company that listens.” Later, those customers may feel a stronger obligation or willingness to contribute their own review because they’ve seen that providing feedback is welcomed and acknowledged.
In essence, responsive businesses cultivate a feedback-friendly culture that new customers pick up on.
Mitigating Negative Sentiment
How a company handles criticism can also influence review behavior. Responding constructively to a negative review can turn things around: in one analysis, 33% of customers who got a response after posting a negative review ended up updating to a positive review, and another 34% deleted their original negative review.
By addressing issues, businesses not only salvage that customer’s sentiment but also signal to onlookers that even if something goes wrong, the company will make it right. This reassurance can encourage more people to give the business a chance and later leave their feedback (and fewer impulsive negative reviews, as upset customers may cool off once they see the business engaging.
Read more about how to respond to negative reviews with examples/templates.
Customers Pause Before Leaving Negatives
Psychologically, if consumers know the owner is attentive to reviews, they may think twice before ranting. They might formulate more constructive feedback or even refrain from posting trivial complaints. This can lead to a higher proportion of positive reviews in the mix. Meanwhile, genuine grievances that do get posted tend to be more detailed (since the reviewer expects the business’s eyes on it). For the business, this detailed feedback is valuable, and the reduction in knee-jerk negative comments means the overall review profile improves over time.
In short, responding to reviews creates a virtuous cycle of trust and engagement. Customers see an active conversation and want to be part of it. They feel their input matters (a basic psychological need), which increases their likelihood of writing a review compared to if the business stayed silent.
Best Practices for Encouraging More Reviews Through Responses
To maximize the positive impact of review responses (both in winning customer goodwill and in spurring additional feedback), businesses should follow some best practices:
Respond to Reviews Consistently
Aim to reply to as many reviews as you realistically can – 100% of negative reviews and a good portion of positive reviews at minimum. Showing up for every customer voice (good or bad) signals that you’re truly listening. Businesses that respond to a large share of reviews tend to reap the most benefits; for example, those replying to >25% of reviews significantly outperformed others in revenue and reputation metrics. Don’t let a review (especially a complaint) sit unanswered.
Be Timely (Speed Matters)
Respond as quickly as possible, ideally within a few days. Customers appreciate prompt engagement. Over 50% of consumers expect a business to respond to a negative review within a week, and about one-third expect a response within 3 days or less. Faster responses can even change outcomes – one study found consumers are 33% more likely to upgrade their rating when the business replies with a personalized message within 24 hours. Set up alerts or notifications so you don’t miss new reviews, and don’t let responses lag. A quick, attentive reply can turn a fleeting impression into a loyal customer.
Keep Tone Positive and Professional
Even if the review is angry, avoid defensiveness or confrontation. Maintain a courteous, solution-oriented tone. Google’s own guidelines note that responding to reviews shows you value feedback, but harsh or argumentative responses can backfire. Treat negative reviews like an opportunity to demonstrate your excellent customer service to both the reviewer and anyone reading. Thank the reviewer for raising the issue, apologize if appropriate, and assure them you’re addressing it. This approach not only can win back that individual, but it impresses onlookers who may be influenced by how you handle problems.
Personalize Your Replies
Avoid cookie-cutter responses (“Thank you for your feedback.” repeated verbatim). Customers respond better to authentic, personalized messages. Reference specifics from the customer’s review if possible (“We’re so glad your new radon system brought your levels down…”) to show you truly read their comments. Using a personal voice can help; for example, write in first person (“I” or “We”) and sign off with your name or initials. This adds a human touch (“I’m thrilled you had a great experience!” feels warmer than a corporate generic reply). Personalized, thoughtful replies have been found to outperform generic templated ones in terms of customer perception.
Thank Positive Reviewers and Reinforce Key Themes
When a customer leaves a praise-filled 5-star review, thank them sincerely. Let them know you appreciate their business. You can also echo their positive remarks in your reply (“Thank you for mentioning our punctual service – our team takes timeliness seriously, and we’re glad it shone through!”). This not only makes the reviewer feel great, but it highlights your strengths for anyone else reading. Recognizing happy customers publicly can encourage them to return and others to chime in with their own positive experiences.
Address Negative Reviews Constructively
For critical reviews, start by acknowledging the issue and apologizing for any lapse in service or inconvenience. Empathize with the customer’s feelings (“I’m sorry to hear you were frustrated with X…”). Then, if possible, offer a solution or next step – this might be an explanation of how you’ve fixed the problem, an invitation to contact you privately to resolve the issue, or a promise to do better. Keep it brief but specific. For example: “We’re sorry about the mix-up with your appointment. We’ve discussed this with our team to prevent it happening again, and we’d love to make it right for you – please reach out to [contact info] so we can assist.”. By showing you take responsibility and care about making amends, you can often turn an unhappy customer into a satisfied one. This also demonstrates to future customers that any negative situation will be handled professionally and earnestly.
Never Incentivize or Astroturf in Responses
Stick to honest, organic engagement. Do not offer rewards for positive reviews or ask for a review within your public response – that can violate platform policies. Likewise, don’t lash out at the reviewer or accuse them of being unfair or fake. Keep the focus on resolution and appreciation. The goal is to show that your business welcomes feedback genuinely, not to artificially game the system. Authenticity builds trust, which in turn encourages more customers to share real feedback.
Highlight Your Responsiveness in Other Channels
To leverage your reputation for engagement, you can subtly let customers know you respond to feedback. For instance, some companies mention in follow-up emails or on receipts, “We read every review and value your input.” Knowing this, customers may be more inclined to leave a review. (Just be careful not to come across as begging for reviews in your responses or messaging – simply make it known that the lines of communication are open and appreciated.)
By following these practices, businesses create a welcoming environment for customer feedback. Responsiveness is a form of customer service. When done right, it not only remedies individual situations but also encourages a steady stream of new reviews over time. As one expert succinctly put it: “When customers see you care, they care more too.”
In the context of reviews, that means they’ll be more willing to share their opinions, helping your Google presence grow.
Conclusion
Responding to Google My Business reviews is more than just a nice gesture – it’s a strategic tactic that can positively influence customer behavior.
For businesses – including radon testing and radon mitigation companies – looking to increase their review volume, the takeaway is clear: don’t ignore your reviewers. Every response is an opportunity. By promptly and thoughtfully engaging with feedback, you not only resolve issues and thank supporters, but you also send a message to all customers that their opinions matter. Over time, this can snowball into greater customer loyalty, a better public image, and ultimately more people willing to share their experiences. In the competitive local marketplace, that extra 5–15% boost in review count (and improved sentiment) can be the edge that sets you apart.
In summary, yes – responding to reviews can encourage more reviews. It creates a cycle of positivity and engagement. Businesses that embrace this practice, guided by the best practices above, are likely to see richer feedback and stronger relationships with their clientele.
