{"id":5428,"date":"2019-07-11T18:14:31","date_gmt":"2019-07-11T18:14:31","guid":{"rendered":"https:\/\/www.vendasta.com\/content-library\/?p=5428"},"modified":"2025-11-04T14:31:25","modified_gmt":"2025-11-04T14:31:25","slug":"reputation-management-churn-study","status":"publish","type":"post","link":"https:\/\/www.vendasta.com\/content-library\/insights\/reputation-management-churn-study\/","title":{"rendered":"Why Reputation Management Matters: A Churn Study"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;17b9d586-b787-46b8-bd80-2357935639e9&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;2c2a662c-ff32-4350-a46f-e6424d175d31&#8243; global_module=&#8221;4827&#8243; saved_tabs=&#8221;all&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_image src=&#8221;https:\/\/www.vendasta.com\/content-library\/wp-content\/uploads\/sites\/2\/2025\/01\/vendasta-logo-white.webp&#8221; alt=&#8221;vendasta&#8221; title_text=&#8221;vendasta-logo-white&#8221; url=&#8221;\/&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;88a2f243-040f-4612-bbf0-0f70034d3012&#8243; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=&#8221;1_2,1_2&#8243; custom_padding_last_edited=&#8221;on|phone&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;894bf114-c3d5-478a-a810-97965cd1d5b7&#8243; custom_padding_tablet=&#8221;||0px||false|false&#8221; custom_padding_phone=&#8221;||0px||false|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;0838d187-f96f-4659-a434-015ead2e97ef&#8221; header_text_color=&#8221;gcid-7e62c576-776c-4406-9d05-da7860f87ee0&#8243; global_colors_info=&#8221;{%22gcid-7e62c576-776c-4406-9d05-da7860f87ee0%22:%91%22header_text_color%22%93}&#8221;]<\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_77 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.vendasta.com\/content-library\/insights\/reputation-management-churn-study\/#Why_reputation_management_matters_A_churn_study\" >Why reputation management matters: A churn study<\/a><ul class='ez-toc-list-level-2' ><li class='ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.vendasta.com\/content-library\/insights\/reputation-management-churn-study\/#Data_from_100K_SMBs_on_how_online_reputation_management_could_be_the_key_to_busting_client_churn\" >Data from 100K+ SMBs on how online reputation management could be the key to busting client churn<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.vendasta.com\/content-library\/insights\/reputation-management-churn-study\/#Download_your_copy\" >Download your copy<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.vendasta.com\/content-library\/insights\/reputation-management-churn-study\/#Key_findings_in_this_study\" >Key findings in this study:<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.vendasta.com\/content-library\/insights\/reputation-management-churn-study\/#Get_data-based_tips_to_reduce_client_churn\" >Get data-based tips to reduce client churn<\/a><\/li><\/ul><\/li><\/ul><\/li><\/ul><\/nav><\/div>\n<h1><span class=\"ez-toc-section\" id=\"Why_reputation_management_matters_A_churn_study\"><\/span>Why reputation management matters: A churn study<span class=\"ez-toc-section-end\"><\/span><\/h1>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;f7eb8564-d4cd-4dec-94c0-a0034d188350&#8243; global_module=&#8221;9419&#8243; locked=&#8221;off&#8221; global_colors_info=&#8221;{%22gcid-primary-color%22:%91%22text_text_color%22%93,%22gcid-7e62c576-776c-4406-9d05-da7860f87ee0%22:%91%22link_text_color__hover%22%93}&#8221; link_text_color__hover_enabled=&#8221;on|hover&#8221; link_text_color__hover=&#8221;#ffffff&#8221;]<\/p>\n<p><a href=\"\/content-library\/category\/insights\/\">Insights<\/a><\/p>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; text_text_color=&#8221;gcid-7e62c576-776c-4406-9d05-da7860f87ee0&#8243; header_2_text_color=&#8221;gcid-7e62c576-776c-4406-9d05-da7860f87ee0&#8243; header_3_text_color=&#8221;#FFFFFF&#8221; animation_direction=&#8221;bottom&#8221; global_colors_info=&#8221;{%22gcid-primary-color%22:%91%22link_text_color%22%93,%22gcid-body-color%22:%91%22link_text_color__hover%22%93,%22gcid-7e62c576-776c-4406-9d05-da7860f87ee0%22:%91%22text_text_color%22,%22header_2_text_color%22%93}&#8221;]<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Data_from_100K_SMBs_on_how_online_reputation_management_could_be_the_key_to_busting_client_churn\"><\/span>Data from 100K+ SMBs on how online reputation management could be the key to busting client churn<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; text_text_color=&#8221;gcid-7e62c576-776c-4406-9d05-da7860f87ee0&#8243; animation_direction=&#8221;bottom&#8221; global_colors_info=&#8221;{%22gcid-7e62c576-776c-4406-9d05-da7860f87ee0%22:%91%22text_text_color%22%93}&#8221;]<\/p>\n<p><span>This study examines the importance of online reputation management and what tactics marketing service providers can use to retain clients for longer.<\/span><\/p>\n<p>[\/et_pb_text][et_pb_image src=&#8221;https:\/\/www.vendasta.com\/content-library\/wp-content\/uploads\/sites\/2\/2025\/06\/Why-Reputation-Management-Matter.webp&#8221; alt=&#8221;Why-Reputation-Management-Matter&#8221; title_text=&#8221;SMB-Guide-Cover-4.png&#8221; align=&#8221;center&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; max_width=&#8221;300px&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_image][\/et_pb_column][et_pb_column type=&#8221;1_2&#8243; module_id=&#8221;form&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; background_color=&#8221;#071c2a&#8221; custom_padding=&#8221;40px|40px|40px|40px|true|true&#8221; custom_padding_tablet=&#8221;50px||50px||true|true&#8221; custom_padding_phone=&#8221;40px|30px|40px|30px|true|true&#8221; custom_padding_last_edited=&#8221;on|phone&#8221; border_radii=&#8221;on|10px|10px|10px|10px&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_code _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]\n<div id=\"content-download-form\">\n    <h2 class=\"form-header\"><span class=\"ez-toc-section\" id=\"Download_your_copy\"><\/span>Download your copy<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\t<!--PROD: Content Download Form -->\n\t<script\n        id=\"__custom_form_widget\" src=\"https:\/\/www.cdnstyles.com\/static\/custom_form_widget\/v1\/custom_form.widget.js\"\n        data=\"eyJiYWNrZ3JvdW5kQ29sb3IiOiIjZmZmZmZmIiwiYmFzZVVSTCI6Imh0dHBzOi8vZm9ybXMtcHJvZC5hcGlnYXRld2F5LmNvIiwiYm9yZGVyQ29sb3IiOiIjMDAwMDAwIiwiYm9yZGVyUmFkaXVzIjoiNXB4IiwiYm9yZGVyU3R5bGUiOiJzb2xpZCIsImJvcmRlcldpZHRoIjoiMXB4IiwiZm9ybUlkIjoiRm9ybUNvbmZpZ0lELWM1MTE5OGY4LWE1MjQtNGIwYy1hYWRkLTdkZjA5ZDA5YzkzYSIsInBhZGRpbmciOiIyMHB4IiwicHJpbWFyeUNvbG9yIjoiIzNmOWI2MyIsInByaW1hcnlGb250Q29sb3IiOiIjMDAwMDAwIiwid2lkdGgiOiIxMDAlIn0=\"\n    ><\/script>\n    <div style=\"display: flex; align-items: center; padding: 0px 20px;\">\n        <p style=\"font-size: 12px; color:#fff; text-align: left;\">By filling out this form you agree to receive regular updates from Vendasta and get instant access to free marketing material. You can unsubscribe at any time. See our <a href=\"\/privacy\/\" style=\"color:#3f9b63\">Privacy Policy<\/a>.<\/p>\n    <\/div>\n<\/div>\n<script>\ndocument.addEventListener('DOMContentLoaded', function() {\n  setTimeout(function() {\n    const currentPage = window.location.href;\n    const formField = document.querySelector('input[name=\"FieldID-a5b1e46c-9e61-4868-ba2f-6876fbfdd864\"]');\n\n    if (formField) {\n      formField.value = currentPage;\n    }\n  }, 1000); \/\/ wait 1 second for async-loaded forms\n});\n<\/script>[\/et_pb_code][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;8b6a0d83-8ba7-4f79-8755-d2462f949971&#8243; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; custom_padding=&#8221;0px||0px||true|false&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; header_2_text_align=&#8221;left&#8221; header_2_text_color=&#8221;#555555&#8243; custom_margin=&#8221;0px||0px||true|false&#8221; custom_padding=&#8221;0px||0px||true|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h2><span class=\"ez-toc-section\" id=\"Key_findings_in_this_study\"><\/span>Key findings in this study:<span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p>[\/et_pb_text][et_pb_text module_class=&#8221;checkmark-list&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; ul_font_size=&#8221;16px&#8221; custom_margin=&#8221;|0px|16px|0px|false|false&#8221; custom_padding=&#8221;15px|||25px|false|false&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<ul>\n<li>SMBs who purchased Reputation Management had an increased retention rate of 57%.<\/li>\n<li>Just by having clients authenticate their GMB in our system increased retention by 68%.<\/li>\n<li>Responding to customer reviews is extremely important. Responding to at least one review increased SMBs\u2019 retention rate by 124%. SMBs that responded to half or more of their reviews had a 66% retention rate with their agency.<\/li>\n<li>Clients who are engaged with improving their online reputation experienced greater retention. We examined SMBs who had the help of our Marketing Services team to respond to reviews and found that retention was highest when they were also involved in the review response process.<\/li>\n<\/ul>\n<p>[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;]Get access to the full study by downloading now.[\/et_pb_text][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; link_font=&#8221;|700|||||||&#8221; link_font_size=&#8221;18px&#8221; link_line_height=&#8221;32px&#8221; custom_margin=&#8221;||0px||false|false&#8221; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;]<\/p>\n<p><a href=\"\/content-library\/\" class=\"back-link\">Back to Content Library<\/a><\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;ba76a396-b757-4901-83f1-b92068ec9a91&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;2_3,1_3&#8243; custom_padding_last_edited=&#8221;off|desktop&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;3facb17a-daf0-4124-adf6-7073bc653a56&#8243; custom_padding=&#8221;30px|30px|30px|30px|true|true&#8221; custom_padding_tablet=&#8221;|40px||40px|true|true&#8221; custom_padding_phone=&#8221;||||true|true&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;2_3&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;2c34025e-4917-46ed-9ea2-38a0b12cd528&#8243; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Get_data-based_tips_to_reduce_client_churn\"><\/span><span>Get data-based tips to reduce client churn<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_3&#8243; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_button button_url=&#8221;#form&#8221; button_text=&#8221;Get my guide now&#8221; button_alignment=&#8221;center&#8221; button_alignment_tablet=&#8221;center&#8221; button_alignment_phone=&#8221;center&#8221; button_alignment_last_edited=&#8221;off|desktop&#8221; _builder_version=&#8221;4.27.4&#8243; _module_preset=&#8221;default&#8221; global_colors_info=&#8221;{}&#8221;][\/et_pb_button][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Why reputation management matters: A churn studyInsights Data from 100K+ SMBs on how online reputation management could be the key to busting client churnThis study examines the importance of online reputation management and what tactics marketing service providers can use to retain clients for longer.\n<div id=\"content-download-form\">\n    <h2 class=\"form-header\">Download your copy<\/h2>\n\t<!--PROD: Content Download Form -->\n\t<script\n        id=\"__custom_form_widget\" src=\"https:\/\/www.cdnstyles.com\/static\/custom_form_widget\/v1\/custom_form.widget.js\"\n        data=\"eyJiYWNrZ3JvdW5kQ29sb3IiOiIjZmZmZmZmIiwiYmFzZVVSTCI6Imh0dHBzOi8vZm9ybXMtcHJvZC5hcGlnYXRld2F5LmNvIiwiYm9yZGVyQ29sb3IiOiIjMDAwMDAwIiwiYm9yZGVyUmFkaXVzIjoiNXB4IiwiYm9yZGVyU3R5bGUiOiJzb2xpZCIsImJvcmRlcldpZHRoIjoiMXB4IiwiZm9ybUlkIjoiRm9ybUNvbmZpZ0lELWM1MTE5OGY4LWE1MjQtNGIwYy1hYWRkLTdkZjA5ZDA5YzkzYSIsInBhZGRpbmciOiIyMHB4IiwicHJpbWFyeUNvbG9yIjoiIzNmOWI2MyIsInByaW1hcnlGb250Q29sb3IiOiIjMDAwMDAwIiwid2lkdGgiOiIxMDAlIn0=\"\n    ><\/script>\n    <div style=\"display: flex; align-items: center; padding: 0px 20px;\">\n        <p style=\"font-size: 12px; color:#fff; text-align: left;\">By filling out this form you agree to receive regular updates from Vendasta and get instant access to free marketing material. You can unsubscribe at any time. See our <a href=\"\/privacy\/\" style=\"color:#3f9b63\">Privacy Policy<\/a>.<\/p>\n    <\/div>\n<\/div>\n<script>\ndocument.addEventListener('DOMContentLoaded', function() {\n  setTimeout(function() {\n    const currentPage = window.location.href;\n    const formField = document.querySelector('input[name=\"FieldID-a5b1e46c-9e61-4868-ba2f-6876fbfdd864\"]');\n\n    if (formField) {\n      formField.value = currentPage;\n    }\n  }, 1000); \/\/ wait 1 second for async-loaded forms\n});\n<\/script>Key findings in this study: SMBs who purchased Reputation Management had [&hellip;]<\/p>\n","protected":false},"author":30,"featured_media":6885,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[5],"tags":[17,19,21],"products":[],"class_list":["post-5428","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights","tag-agencies","tag-media","tag-msp-it-services"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Reputation Management Matters: A Churn Study - Content Library<\/title>\n<meta name=\"description\" content=\"Using data from 130,000 SMBs, we&#039;ve uncovered strategies for busting client churn. 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