Why Reviews Matter: Almost 70% of Shoppers Have Left a Product Page Because They Wanted More Info

abril 4, 2019 by Rahul Chadha

Is your eCommerce site failing to give your shoppers all of the information they want? Some recent data from Salsify¹ suggests that might be the case.

In a survey of 1,000 US adults, Salsify discovered that nearly 70% of respondents abandoned a product detail page (PDP) because it didn’t offer enough product detail or other information.

To put those survey results in context: more people left a product page because they wanted more information than those that left because prices were too high, or because they were concerned about potentially buying a fake product.

Nearly 70% of respondents abandoned a product detail page (PDP) because it didn’t offer enough product detail or other information.

eCommerce sites that fail to do the simple work of including enough product information on their PDPs are basically leaving money on the table.

But the problem is also easily fixable. Here are some key takeaways from the report that eCommerce companies should take to heart:

1. The More Reviews, the Better

112 is the magic number. No, that’s not a typo. It’s the average number of reviews that shoppers want to see when they’re looking at a product online, according to Salsify. And that figure was even higher among younger demographic groups.

On average, shoppers ages 25- to 34-years old wanted to see 159 reviews per product; that figure jumped to an average of 203 reviews per product among those ages 18 to 24.

In short, your customers want reviews. Lots of them. Why? Because a high review count is social proof that a product is good, and that can alleviate shoppers’ hesitation about pulling the trigger on a purchase.

On average, shoppers want to see 112 reviews for each product

“Consumers are really looking for that extra degree of validation, and it’s not even necessarily the star rating,” Andrew Weber, Data Insights Manager at Salsify, told Retail TouchPoints in an interview. “Those ratings are pretty similar between the top performers and poor performers. The difference is the average review count.”²

2. Images Are Also in High Demand

The desire for more content extends beyond just five-star ratings and written reviews. Customers want to see more visual content like photos and videos on the product page than they did just a few years ago. In fact, Salsify found that shoppers expect a baseline of six images for each product. But even top-selling items in the image-focused grocery and electronics verticals only had an average of four.

The same went for videos; shoppers indicated they wanted, on average, a minimum of two per product page. And some age groups wanted as many as four to five videos for each product.

3. Customers Trust Each Other

It’s not just numbers that matter—customers also want to see highly relevant reviews on product pages. Salsify found that 30% of respondents said it was a good sign that a brand or retailer understood them when product reviews came from people similar to them.

Today’s shoppers place a tremendous amount of faith in one another to share authentic and honest feedback about online goods. Product ratings and reviews written in a conversational tone resonate better with shoppers, rather than marketing copy, which might read as inauthentic.

4. Shoppers Have Questions—Give Them Answers

Unfortunately for online shoppers, there’s usually no sales associate standing by to respond to questions. But your customers still want answers.

In fact, Salsify found that most shoppers wanted answers for anywhere from eight to 13 questions about a particular product to appear right on the product detail page.

“One option is to put in more textual descriptions that reveal what a specific product feature actually does, or have common Q&A questions literally right on the product page that can be interactively displayed,” Weber said in his interview with Retail TouchPoints.

Salsify also noted that commonly asked questions sometimes reveal shortcomings in product descriptions. Brands and retailers can respond to this valuable feedback by updating their product detail pages.

How TurnTo Can Help

Salsify’s research attests to the need for eCommerce sites to provide their customers with more written reviews, better visual content, and answers to their questions. TurnTo’s industry-leading innovations can help with that:

More reviews – Our Ratings & Review product is designed to increase review collection rates right off the bat. We do that with features like Inbox Submission, which lets customers submit reviews directly from the body of an email, increasing content collection rates by as much as 200%. Our review solicitations are optimized for mobile, so it’s really easy for customers to submit content on their smartphones. All of that adds up to more Ratings & Reviews for your products.
Better Visual Content –TurnTo’s Visual Reviews™ product is the easiest way for eCommerce sites to collect even more photos and videos. Our review collection flow is designed to collect photos and videos first from smartphone users—and submit reviews without any typing. These customer-created images can help improve sales at every step of the customer journey.
Give Shoppers Answers – With our Community Q&A product you can supply answers to customer questions right on the product page. Believe it or not, most customers are happy to share their knowledge—we’ve found that about 90% of questions sent to previous shoppers get answers. But Community Q&A can also draw on information from places like existing product descriptions, previously asked questions, and even a frequently asked questions (FAQ) page to deliver near-instant responses to questions.