The Power of Word of Mouth Marketing

How much does what people have to say about a brand actually affect the business? How much power do recommendations and reviews actually hold, and should businesses be prioritising word of mouth marketing? To find out, we surveyed consumers from across the UK, asking them about their spending habits and inclination to leave reviews or talk to family and friends about their experiences with brands.

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word of mouth marketing

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Reading the word of mouth report
How effective is word of mouth marketing?

Customers Care About Your Brand’s Reputation

Consumers are more wary of brands, advertising, and scams than ever. Our survey found that customers will almost always seek advice about a new brand before purchasing from them, and 75% of them are looking for a review score of 80% (4 out of 5 stars) or above before buying!

We also found that a brand’s reputation is not limited to the products or services they sell. Consumers take the entire customer experience into account and are much more loyal to brands that offer a great experience and top-quality post-sale customer support.

In the full report, weʼll discuss why word of mouth really matters, how it can impact businesses, the role of customer support in creating positive word of mouth and reviews, and why every brand should be aware of just how effective word of mouth marketing can be.

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Some Key Findings

Excellent customer experiences

93%

would shop with a brand again after an excellent customer experience.

Reading reviews

98%

look for reviews or talk to friends and family before buying from a new brand.

poor customer support

99%

would reconsider buying from a brand with poor customer support.

writing a review

76%

will tell a friend or leave a review about a bad experience with a brand.

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