In 2025, online reviews are more influential than ever. They don’t just provide customer feedback—they shape consumer decisions, influence brand perception, and directly impact business success. With nearly 93% of consumers reading online reviews before making a purchase, managing your online reputation has become a critical part of running a practice.
Online reviews aren’t just helpful—they’re essential. Today’s consumers rely on them to make informed choices about where to shop, what to eat, which services to use, and even what specific doctor to make an appointment with. Here are some key stats that highlight their importance:
The Growing Influence of Online Reviews
- 93% of consumers read online reviews before making a purchase.
- 75% of consumers actively seek reviews when researching businesses.
- 84% of people trust online reviews as much as personal recommendations.
- Consumers are 1.5 times more likely to be influenced by reviews than discounts.
Beyond Small Businesses: How Reviews Affect Big Brands
It’s not just small, local businesses that are affected by online reviews. 91% of consumers say that reviews of local branches influence their perception of large brands. That means a single bad review of one practice location can damage a healthcare system’s overall reputation.
Why a Positive Online Reputation Matters
A strong online reputation builds trust, attracts more patients, and increases revenue. Here’s why:
- Positive reviews increase trust.
- 72% of consumers trust businesses with good reviews.
- 74% of people are more likely to trust a business with positive Google reviews.
- Better reviews lead to higher spending.
- Customers spend 31% more at businesses with excellent reviews.
- 92% of consumers will only consider businesses with at least a 4-star rating.
- Negative reviews drive customers away.
- 94% of consumers avoid businesses with bad reviews.
- Just four negative reviews can cause a business to lose up to 70% of potential customers.
So, when Jan, at the front desk, doesn’t understand why you’re talking about the importance of patient reviews, you can show her the stats.
The Most Important Review Platforms in 2025
With so many review sites available, where should businesses focus their efforts?
1. Google Reviews: The Undisputed Leader
Google dominates the review landscape:
- 67% of all online reviews are posted on Google.
- 64% of consumers check Google Reviews before visiting a business.
2. Yelp: Still a Major Player
While not as dominant as Google, Yelp remains influential:
- 44% of U.S. consumers use Yelp to read business reviews.
- 77% of Yelp reviews are 3-stars or higher.
3. Facebook: Social Proof in Action
Social media is a growing space for reviews:
- 49% of U.S. internet users check Facebook reviews before making a decision.
- Facebook reviews influence 52% of online and offline purchases.
4. Emerging Platforms: Instagram & TikTok
- Video reviews and testimonials are gaining traction.
- Instagram and TikTok usage for business reviews has increased by 2-3% in 2024.
5. Healthcare-Specific Review Sites: Still Important
Several healthcare-specific review sites are worthwhile. Remember that most people will check multiple review sites before making a decision.
A few of the most notable review sites for providers include Healthgrades, RateMDs, Vitals, ZocDoc, and RealSelf.
Responding to Reviews – Watch Your Back
For non-HIPAA businesses, replying to reviews can be an essential step.
- 93% of customers expect businesses to respond to online reviews.
- People spend 50% more at businesses that actively respond.
- 67% of customers will return if their negative review receives a thoughtful, timely response.
However, for anyone who falls under the requirement of HIPAA compliance, responding to reviews may come with a cost.
Think about this – a positive review is left on a review site, and you respond by telling them how thankful you are because they chose you. A second possibility is that a negative review comes in, and you defend yourself in your response.
In both cases, you have just acknowledged that the reviewer was, in fact, a patient at your clinic. I’m no lawyer, but this seems like a slippery slope.
Emerging Trends in Online Reviews
As we move further into 2025, several key trends are shaping how businesses manage reviews:
1. Video Testimonials Are on the Rise
Consumers trust video reviews more than text-based ones. They feel more authentic and engaging, making them a powerful tool for businesses.
2. AI-Powered Sentiment Analysis
AI is playing a bigger role in how businesses analyze and respond to reviews. But be careful:
- 58% of consumers preferred AI-written responses.
- However, 40% of consumers can spot fake AI-generated reviews.
3. Authenticity Matters More Than Ever
Consumers are becoming more skeptical of fake or censored reviews:
- 62% say they won’t buy from brands suspected of manipulating reviews.
4. Recency is Key
- 85% of people believe reviews older than three months are irrelevant.
- 78% of travelers focus on the most recent reviews when booking hotels.
Industry-Specific Insights
Online reviews impact every industry, but some sectors are especially dependent on them:
- Healthcare: 59% of people check online reviews before selecting a doctor or dentist.
- Hospitality: 78% of travelers prioritize recent online reviews.
- Restaurants: 59% of people read online reviews before choosing where to eat.
How to Encourage More Patient Reviews
Want more reviews? Here’s what works best:
Ask for reviews via email (32%)
Request reviews in person (28%)
Use social media to encourage reviews (27%)
Make it easy – Provide direct links to review platforms
Follow up at the right time – Don’t wait too long after a patients’s experience
Avoid incentivizing reviews – It’s against the policy of most review sites and hurts credibility.
The Takeaway…
Online reviews are no longer optional—they’re essential. Healthcare and wellness practices that actively manage their online reputation, engage with reviews, and embrace new trends will attract more patients and drive higher revenue.
Ignoring online reviews isn’t just risky—it’s a guaranteed way to lose patients. So take control of your practice’s reputation today!
