Big Survey

Google Reviews Don’t Lie: It Really Is Probably a Better Managed Business

71% of outperforming stores score 5-star reviews vs only 28% of their underperforming counterparts.

Published

6 months ago

November 3, 2024

Chris Burslem

Is a high Google Review a good indicator of a well-managed business?

It’s debatable. It could be just a sign of an excellent reputation management system or a higher level of engagement with customer reviews.

As a rule of thumb, though, Google Reviews don’t seem to be a bad indicator of a well run business. That’s according to the 2024 INSTORE Big Survey, which found a clear correlation between the stores we identified as Thrivers – those who had reported their best year in business in the previous 18 months – and those we dubbed Strugglers – those that had just experienced their worst year – when it came to Google Review ratings. Seventy-one percent of the Thrivers maintained 5-star ratings, compared to only 28% for the Strugglers and 51% for “all jewelers”. The implication? The Thrivers provide better service than the Strugglers. And and satisified customers equal a better performing businesses.

NOTE: The INSTORE 2024 Big Survey was conducted via an anonymous online form from mid-August to late September, attracting more than 700 responses from American jewelry-store owners and managers. The full results will be published in the November edition of INSTORE.

Four Decades of Excellence: How Wilkerson Transformed a Jeweler's Retirement into Celebration

After 45 years serving the Milwaukee community, Treiber & Straub Jewelers owner Michael Straub faced a significant life transition. At 75, the veteran jeweler made a personal decision many business owners understand: "I think it's time. I want to enjoy my wife with my grandchildren for the next 10, 15 years." Wilkerson's expertise transformed this major business transition into an extraordinary success. Their comprehensive approach to managing the going-out-of-business sale created unprecedented customer response—with lines forming outside the store and limits on how many shoppers could enter at once due to fire safety regulations. The results exceeded all expectations. "Wilkerson did a phenomenal job," Straub enthuses. "They were there for you through the whole thing, helped you with promoting it, helping you on day-to-day business. I can't speak enough for how well they did." The partnership didn't just facilitate a business closing; it created a celebratory finale to decades of service while allowing Straub to confidently step into his well-earned retirement.