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3rd July 2020

Business urges the public to help hospitality trade bounce back by leaving positive reviews

According to research from Woven, a leading outsourcing provider, more than three-quarters (78%) of consumers trust online reviews when it comes to making a purchase(1). As UK businesses continue to manage the fallout from lockdown, customer service experts from Woven have revealed the significant impact that positive reviews could have in helping small businesses recover.

Data suggests 72% of consumers will interact with a business as a result of reading positive reviews, with nearly a third (31%) spending more of their money with a business that has “excellent” online reviews (3).

Notably, the data from the ‘Trust in online customer reviews’ study(1) also found online reviews have the same impact on someone’s perception of a brand as a personal recommendation from a friend or family member.

What’s more, an additional three in ten consumers (29%) always check reviews before purchasing a product or service(2), whilst a very similar proportion (28%) will terminate their consumer journey the second they read something negative.

With such a high volume of consumers placing trust in online reviews, leading UK outsourcing provider Woven, is encouraging people across the country to take to the web to support their favourite businesses.

On the subject of how positive consumer feedback can help businesses emerge from the current economic climate, Woven Chief Executive Officer, Cyril Molitor, said: “Whilst non-essential businesses have had a tough time during lockdown, positive feedback from customers could be a vital way to support them bounce back.

“A consistent flow of positive feedback from customers could result in tangible increases in much needed income, whilst also supporting online marketing efforts, as a higher number of positive reviews can also boost a business’s search engine rankings.

“Online reviews have been around as long as online shopping and their influence is growing considerably stronger every year, to the extent that they now play a huge role in influencing customer behaviour, loyalty and ultimately spending habits.

“More than ever, with businesses set to be pushed to their limits, it is vital that we make a personal contribution to ensuring the businesses we love have the opportunity to prosper.

“If you are in business, and your company is well thought of by the public, encouraging the publication of positive reviews not only gears you up as the restrictions on lockdown start to lessen, but also adds some much needed positivity to support growth.”

For more information about Woven, please visit:


For more information, please contact Charles Stewart (, Katie Evans (, Tom Alderson (, or Mary Hickey (

Notes to Editor
(1) ‘Trust in online customer reviews 2014-2018’ Statista (
(2) YouGov data accessed November 2019
(3) Invespo

About Woven
Woven is a leading outsourced contact centre, customer management and BPO service provider with global capability delivered through local expertise.

We’re on a journey from cost reduction to value creation.

Our extensive client-side experience across many industries has informed the Woven Way; close enough to know what’s needed, with enough distance to do it differently.

Free to focus on creating value for our clients by enabling people to create seamless experiences, we empower our people through technology that is intuitive, yet invisible, so that customer’s needs are met irrespective of channel.