Bightlocal has released their findings from their Local Consumer Review Survey 2010, Part 3.
The survey highlights some interesting findings –
27% of consumers have recommended a local business on Facebook – rising to 32% in female consumers & also in younger consumers (aged 16-34)
Reliability, Professionalism & Friendliness are the most important traits that lead to a customer recommending a business
52% of customers would more likely to recommend a business if it had a good special offer.
40% of customers would be more likely to recommend a local business if they benefited directly
You should visit the site for all of the information but here are some of the highlights that interested me.
Which of these local business types have you/would you recommend to someone you know if you had a good or bad experience?
The types of businesses that are most frequently recommended are those that are most frequently used.
In the last 12 months have you recommended a local business to people you know by any of the following methods?
People are more lilkely to use word of mouth and Facebook to recommend local businesses than a review site.
Would you be more likely to recommend a local business to people you know if they had a good value offer or discount?
Folks are obviously motivated by self interest.
As Myles points out the things that people find important to recommend a business have always been the things that they have found important. A business should be friendly, professional and offer good value in the form of incentives.
But the survey raises the question of how, when and where a business should engage in the process and what value reviews have. Hopefully more on that tomorrow.
Last November, we introduced Hotpot, our recommendation engine to help people discover great new places when they search on Google. It’s simple: Rate and review the places you know, add friends whose opinions you trust and we serve you up personalized recommendations based on those tastes.
Since then, we’ve released an iPhone and Android app, integrated Hotpot recommendations into Google.com and Google Maps, expanded to more than 47 languages and enabled people to share their ratings and reviews to Twitter. While busy iterating on the product side, we’ve also launched marketing and community campaigns in five cities in the U.S.: Portland, Ore.; Austin, Texas; Las Vegas, Nev.; Madison, Wis.; and Charlotte, N.C.
It’s been incredibly exciting to watch Hotpot grow—the community has quickly expanded to millions of users who are rating more than one million times per month and enjoying a truly personalized view of the world. Based on this success, we’ve decided to graduate Hotpot to be a permanent part of our core local product offering, Google Places. Rolling Hotpot into Google Places helps simplify the connection between the places that are rated and reviewed and the more than 50 million places that already have an online presence through Google Places—places that millions of people search for and find every day on Google.
Many of you first asked us at Hotpot’s launch: Why the name? Hotpot, the dish, describes a shared eating experience. To us, the name embodied the communal experience of sharing your ratings and reviews with friends, and getting recommendations in return.
Though the name Hotpot may be going away, you can expect even more “Hotpotness” in Google Places. We have big plans to continue adding more features to Google Places that make it even easier to rate, discover and share the places you love whenever you’re using Google. So stay tuned to the new Google Places Blog for product updates, tips, tricks and news from our city campaigns.
This in from frequent contributor Plamen. Google has shifted their current “Offers” down on the Places Page to the bottom of the Page. Plamen speculates its perhaps to make room for paid offers higher up the page. Google has in the past noted that they are continually testing page content and moving down and out those things that do not perform well:
Frequent commenter Earlpearl noticed this use of the 7-Pack to promote Hotpot. Clearly Google is using their many properties up to and including the main search engine results page to send users over to their new recommendation engine:
- Google Hotpot Recommendations Now Surfacing on Places Page and Maps
- Google Maps Tidbits
- Google Places Upgrade: Reviews with Sentiments & Hotel Booking Tool