.IE and Retail Excellence Web Health Report

Customer reviews Customer reviews are a vital resource used by consumers when researching a business or product. Having the ability for customers to leave reviews builds credibility and trust. The research looked at whether members provided customer reviews on their website. Trustpilot is the most popular review platform at 61%, followed by Judge.me at 11% and Shopify Product Reviews at 10%. Top 5 categories with user reviews on website % adoption n Responsive websites Responsive website design allows web pages automatically readjust to the device it is being viewed on – phone, tablet, desktop or laptop computer. In the first quarter of 2023, 58% of global web traffic originated from mobile devices. While the majority of REI members have a mobile-friendly website, it shows that there is a significant missed opportunity for those that don’t. If customers can’t read a website on their phone, they will simply move along to the next business. Smaller companies have the lowest adoption levels. The Jewellery sector has yet to embrace responsive design with just 18% using it. UX [continued] Health, Beauty Books, Music, Stationery, Toys, Games Department Store Pet DIY, Garden 47% 38% 36% 33% 29% Company size % user review on website 0-20 21-100 101-250 251-600 600+ 16% 21% 22% 6% 37% Company size % with responsive website 0-20 21-100 101-250 251-600 600+ 61% 79% 78% 81% 75% Key takeaway Positive reviews will influence new shoppers and encourage them to purchase. Shoppers visiting web pages with 1-10 customer reviews are 52% more likely to buy than those who visit pages without any customer reviews. Key takeaway Google prioritises mobile- friendly websites in their search results so it is essential that websites meet this requirement. Only 18% of REI member websites have customer reviews integrated on their website Responsive design Telecoms Homeware, Giftware Garden DIY, Garden Health, Beauty 100% 93% 89% 88% 87% Top 5 categories using responsive % adoption n 66% Yes 34% No .IE and Retail Excellence Web Health Report 5