Skip to contentConsumer Reviews and Q&A Expectations Survey
The Growing Role of UGC in the Purchase Journey (and How Brands Stack Up Against Shopper Expectations)
The How & Why of Consumer Reviews and Q&A
Insights from 500+ Consumers and 250+ Brands
We’re experiencing a huge shift in the way consumers navigate the purchase journey. Consumers are skipping trips to the store in favor of online shopping. And regardless of where they’re shopping, they depend on ratings and reviews and customer questions and answers (Q&A) to make informed purchase decisions.
But what exactly do consumers expect in terms of reviews and Q&A? And are brands meeting these expectations – or are they falling flat? We surveyed more than 500 consumers and 250 brands to find out.
Download the Survey Report to learn:
- The factors that influence purchase decisions the most
- How consumers use reviews and Q&A when browsing and buying products – and how this content impacts their purchase behavior
- Why consumers write reviews – and what they expect to happen when they do so
- And more!
Brands must understand the expectations of shoppers if they are to meet (and exceed) them. Grab your free copy of the eBook to find out what consumers want.
Other Resources You Might Enjoy
How AI-Powered Messaging Drives Customer Happiness (and Converts Holiday Shoppers Into Loyal Customers)
AI-powered messaging isn’t a novelty anymore—it’s infrastructure. According to Salesforce’s 2025 holiday data, AI and agents drove 20% of all global retail sales during the holiday season, influencing $262 billion in revenue. Adobe Analytics reported that traffic from generative AI platforms to retail sites surged 693% year over year during the same period. And shoppers…
The State of Customer Reviews in 2026
How AI, platform fragmentation, and rising consumer expectations are reshaping your ratings and reviews strategy If your brand has a ratings and reviews strategy, you’re not alone. Most do. But the landscape has shifted so significantly over the past two years that what worked in 2023 feels outdated today. Consumers are reading more reviews, across…
DTC eCommerce in 2026: Bridging the Gaps with AI
How DTC Brands on Salesforce Can Break Down Silos—and Let AI Do the Heavy Lifting The direct-to-consumer channel is no longer an experiment. It’s a core revenue stream. U.S. DTC ecommerce is approaching $240 billion—roughly 19% of all retail ecommerce—and 82% of supply chain executives project consistent 10–25% growth ahead. The global DTC market is…