Build Trust With Zillow Builder Ratings & Reviews

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September 10, 2020

1 Minute Read

Whether you’re buying a new TV or a new home, trust is important — and that often comes in the form of online reviews. These have become a powerful influencer in the home-buying process.

With Zillow Builder Ratings and Reviews, we’ve partnered with Avid Ratings® to help you showcase authentic, buyer-generated ratings and reviews. Potential buyers will get a better understanding of your services, offerings and buyer satisfaction.

Zillow Builder Ratings and Reviews will also help you strengthen your reputation. It can be challenging — especially at first — to understand how to deal with direct feedback. Here are a few tips from our partners at Avid Ratings to keep in mind as you start to receive more online reviews.

How important are reviews?

72% of customers won’t take action until they read reviews
91% of millennials trust online reviews as much as friends and family
More than half of customers won’t use a business if it has less than a 4-star rating
83% of customers don’t trust advertising and may instead respond to customers’ recommendations online
A single business review can lift conversions by 10% (a “conversion” means anything from a purchase to filling out a contact form)

How do I get more positive reviews?

Be direct — ask your customers for reviews
Educate your customer on the importance of reviews
Don’t neglect your Google My Business™ rating
Respond to every review — even negative ones

How do I deal with negative reviews?

How you respond to negative reviews can have a big effect on your online reputation. By demonstrating accountability, you can actually enhance your image. Here’s a framework for responding appropriately.

Apologize: In your greeting, use the customer’s name and take responsibility for your business.
Show accountability: Explain how the mistake happened and validate the customer’s experience.
Provide resolution: Show that you welcome the customer’s engagement and offer a solution.
Sign off professionally: Express regret, offer to make things right and include your name and title.

Learn more about Zillow Builder Ratings and Reviews.