SOCi Report: Brand Loyalty Affected by Online Inaccuracies

4 Min Read By MRM Staff

Inaccurate business listings can  have a substantial impact on brand loyalty, according to the first release of SOCi Inc.'s  2024 Consumer Behavior Index (CBI), which examines shopper practices and preferences when interacting on and offline with local businesses, including restaurants.

Nearly two-in-three (63 percent) have encountered inaccuracies in business listings on major platforms such as Google, Facebook, and Instagram. These errors prompted nearly half (47 percent) of all respondents to “break-up” with a business that shares inaccurate online information, opting instead for a competitor.

“As in any good relationship, consumers expect honesty and reliability when they seek out businesses online,” said Damian Rollison, Director of Market Insights at SOCi. “Missteps in accuracy can quickly turn love to loss, with potential for long-term fallout. Just as no one wants to be catfished by a fake dating profile, consumers don't want to be misled by inaccurate…