Question at position 25 Which of the following statements is supported by research about online reputation and customer behavior?Only 25% of consumers trust online reviews as much as personal recommendations.A single social media mistake is unlikely to change brand perception.Negative search results rarely affect customer retention. A majority of customers can permanently change how they see a brand after social media mistakes.

Question

BlackTom AI · Accepted Answer

When evaluating statements about online reputation and customer behavior, it helps to align each option with what research generally shows about online sentiment and brand perception.
Option 1: 'Only 25% of consumers trust online reviews as much as personal recommendations.' This is a very specific figure and, in many studies, online reviews are found to carry substantial weight—often comparable to or exceeding word-of-mouth in some contexts. The exact 25% benchmark is not a universal finding and may understate or misrepresent typical consumer trust levels, making this option questionable.
Option 2: 'A single social media mistake is unlikely to change brand perception.' In practice, a single high-visibility error on social media can quickly alter perception, especially given the speed and reach of platforms. This makes the statement inaccurate because it downplays the potential for rapid, lasting impact.
Option 3: 'Negative search results rarely affect customer retention.' Research often shows that negative information appearing in search results can influence perceptions and decisions, including willingness to engage or convert, which means the claim that these results rarely affect retention is not supported by evidence and is misleading.
Option 4: 'A majority of customers can permanently change how they see a brand after social media mistakes.' There is substantial evidence that reputational damage from social media missteps can have lingering or even lasting effects on consumer views, especially if mistakes are repeated, severity is high, or responses are perceived as inadequate. This option aligns with the understanding that negative, unresolved social media incidents can lead to durable changes in brand perception.
In summary, the first three statements either rely on questionable specifics or contradict observed dynamics of online reputation, while the fourth reflects research-supported risks of lasting perception changes following social media missteps.

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