2025年声誉行业基准报告

The digital marketplace is botha goldmine and a battleground.Success and failure can hinge on asingle review;94% of consumers Managing your brand’s reputationgoes beyond putting out fires, or REPUTATION ISN’T JUST BUILT,BUT MANAGED, CULTIVATED, For businesses with hundreds or thousands of locations, online reputation isdifficult to manage and has a direct impact onrevenue, customer acquisition,and retention. While some industry players sprint ahead in engagement and So where do you stand? InMoment’s 2025 Online Reputation Benchmark Report provides the answers.This analysis highlights the gap between industry leaders and those strugglingto keep up. Curious about our methodology? Read on. Short on time? Skip METHODOLOGY How Are Benchmarks We analyzed31 million reviewsfrommore than226,500 business locations, spanning multipleindustries and geographies. The dataset includes Table of Contents Businesses were ranked within their industries KEY FINDINGSSo Who’s Winning?4 •Review Volume– Number of reviews received•Star Rating– Average customer rating•Review Velocity– Rate of new reviews generated•Response Rates & Times– Engagement speed What ReviewsReallySay: MoreThan Just Star Ratings6 The New High-Impact MetricYou Can’t Ignore in 20258 The Race to Respond Industry Shake-Ups EXPERIENCE TRENDSReputation Across CX How Are Industry Leaders Industry leaders are businesses (in each sector)that rank in thetop 10%across multiple reputationmetrics. These businesses demonstratestronger Reputation All-Arounders Stay on Top: Elevate YourReputation18 A FINAL WORDReputation is a Growth For example, in the restaurant industry, a locationwith a4.37-star ratingand52 monthly reviews KEY FINDINGS SO WHO’S WINNING? Reputation isn’t given, but earned—and defended. Industries that proactively manage their reputation—by monitoring, asking,and responding to reviews quickly and consistently—see the greatest success.These businesses earn higher ratings and improve brand visibility in crowded Needs Improvement:Industry leaders set thestandard, averaging significantly higher ratingsthan the overall market. While top brands Best-in-Class:The top 10% in most industriesmaintain a strong 4.5 star + rating. Hospitality, Key Takeaway Top brands don’t achieve high ratings by chance—they actively manage theirreputation. With industry leaders maintaining 4.5+ star ratings while the overallmarket lags behind, it’s clear that consistent engagement, review volume, and WHAT REVIEWSREALLYSAY: MORE THAN JUST Reviews are more than ratings—they’re real-time business Reviews shape your online brand image, providing social proof, enhancing yourreputation, and delivering real-time customer insights. High-performing brandsdon’t just wait for reviews—they generate them. Businesses that actively collect light-emergency-on Needs Improvement:TheInsuranceandLegalindustries have room to grow. Increasing reviewvolume can unlock critical service insights, Best-in-Class:TheAutomotiveandRestaurant industries are leading the pack, outperforming boththeir industry peers and the overall average. Their Key Takeaway Industry leaders aren’t just earning more reviews—they’re driving engagement at morethan twice the market rate. Frequent reviews boost trust, improve ratings, and generate THE NEW HIGH-IMPACTMETRIC YOU CAN’T The secret to staying ahead. Not all reputation management strategies contribute equally to businessgrowth. A recent InMoment analysis of Google Profile views data shows that thestrongest brands aren’t just responding to reviews quickly—they’re optimizing Needs Improvement:While top brands arealready recognizing the importance of photos, allindustries should invest more time in managing Best-in-Class:Industry leaders in Entertainment,Hospitality, and Real Estate set the standard, with Key Takeaway Brands that prioritize visual content, like owner-uploaded photos, attract moreengagement and boost visibility. To stay ahead in 2025, businesses must embrace THE RACE TO RESPOND Ignoring a bad review is losing a customer forever. In today’s instant-gratification economy,delayed engagement is a deathsentence for trust. Brands that act fast demonstrate they care, build trust, andencourage customers to come back. On the flip side, slow responses don’t just Best-in-Class: Needs Improvement: Key Takeaway: There’s a direct link between response rate, response time,and customer trust. Fast responses strengthen relationships,build credibility, and can even turn a negative review into a Industry Leaders Average Response Rate and TimeTaken to Respond INDUSTRY SHAKE-UPS Reputation isn’t static—who’s rising, and who’s slipping? The past year has seen significant shifts across industries, with some makingimpressive strides while others struggle to maintain customer satisfaction. circle-check light-emergency-on chart-line-up Declining: Hospitality(-0.42YoY), Legal (-0.18 YoY),Insurance (-0.15 YoY) → Lower Improving: A