First Party Reviews Vs Third Party Reviews – Which is better?

FIRST PARTY REVIEWS VS THIRD PARTY REVIEWS – WHICH IS BETTER? - Ben M Roberts

According to Brightlocal’s 2016 survey: 43% of consumers search for a business by reviews at least one time per month (vs. 38% in 2014). That’s a fair old percentage, and one that should make you stand up and take note.

Now that i’ve got your attention, there are two types of online reviews that will be potentially shown when you search for a business. First Party Reviews and Third Party Reviews. In this article i’m going to break down each, then make comparisons, along with providing some suggestions/examples of where it works. Finally answering the question “which is better?”

First Party Reviews
These are reviews posted onto your own site. These reviews are great, and have pretty much been a staple of eCommerce sites since they began.

The reason they’ve been really well utilised by eCommerce companies is that first party reviews on products rank really well on Google, like when you search for rucksacks . . .

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or when you search for Carrera road bikes . . .

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These reviews make products stand out online. They also make sure that the customers can see you have the products for sale on your site, and are therefore much more likely to come to your site.

There are other benefits too. The more reviews there are on a product the more information there is on those products from people who are using the products/services. This means customers spend more time on your site, looking at your goods and services, which not only means they are potentially more likely to purchase, but Google likes it too, as content on your website is interesting!

Third Party Reviews
These are reviews not based on your website. These are reviews that are collected and curated upon external websites. Examples include Tripadvisor, Yelp, Glassdoor, Trustpilot and Consumer Affairs.

Again, like first party reviews these show up really well on google searches, for things like local cafe’s . . .
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and restaurants around the city . . .
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As you can see, these ratings and reviews are pretty prominent, right at the top of google as soon as you type your query or question. These reviews are really important to potential customers. Why? They provide insight on companies that is free from interference. Content and reviews which are free from company interference have more validity and therefore build more trust in the company that’s being reviewed. After all 84% of people trust online reviews as much as personal recommendations (brightlocal, 2016).

Which is better?
They are different. Both most definitely have their uses. eCommerce sites continue and will always rely on reviews for their products as a source of information, and as a marketing tool. However, SAAS companies, and any generally any business that displays its products/services online (even if their are only there as a point of reference) should incorporate first party reviews.

Third party reviews should be used as a business differentiator. They act as a reference point to whether a business is trustworthy or not. Their external location makes them a great source of unfiltered, un-edited content. This is a trust builder, and trust is important.
The type of reviews you and your business will want to focus upon will be based upon your business goals, and the type of businesses in question. They are both really useful, but their usefulness will be dependent upon the business. Either way make sure you encourage reviews from your customers!

Ben M Roberts ♣💻♣
Head of Marketing at Talkative ✔️ Digital Marketing Strategist ✔️ Speaker ✔️ Web Chat & Human Marketing ✔️ Podcaster ✔️
Price is no longer the ultimate differentiator for business big or small. Instead the digital age has given rise to two new powers; Online Reviews and Social Customer Service.

Online Reviews and Social Customer Service are two incredible tools for both customers and businesses alike. The problem is that customers are generally using them a lot better than businesses.

My goal is to help businesses use these tools for a number of reasons; to stand out from the crowd, to be able to continually improve their trading practices, to make customers want to come back, and to use these happy customers as an effective marketing tool.

In all of my marketing roles, I have worked hard to create a customer-centric approach to marketing. By doing this, I am able to encourage customers to leave Online Reviews of the business, allowing us to continually improve and consistency offer a service that meets and exceeds expectations.

I live and breathe Online Reviews. I speak and keynote about this topic around the country at conferences and seminars, so that I can teach my passion and encourage businesses to ‘Embrace the Reviewlution’.

As well as speaking about Online Reviews and Social Customer Service I also regularly blog on the subject at ben-m-roberts.com, write articles here on LinkedIn and I am in the process of writing my first business book entitled ‘The Online Reviewlution®’

I’m always keen to connect with people are share my experiences in the world of Marketing, Online Reviews and Social Customer Service. Here’s why you should get in touch:

7+ years marketing experience
Head of Marketing at a Top 100 UK insurance broker
Keynote Speaker at conferences around the UK
Writing my first Business Book ‘The Online Reviewlution’

If you are interested in connecting with me please do

You can contact me at ben@ben-m-roberts.com or via my website ben-m-roberts.com