Whether your customers post positive or negative reviews, they are looking for validation. More specifically, it's your unhappy customers who expect an answer. When they're unhappy, they expect you to do whatever it takes to make things right. Here's what the data says: 42% of customers expect to hear their reviews in 60 minutes or less 57% of the above customers expect the same response time in the evenings and weekends! 30% of local customers think reading your responses to reviews is key to judging your business