Table 3:
Responses to Negative Online Reviews Posted by Orthodontists and Orthodontics-Only Offices with 1- and 2-star reviews
| Categories | Yelp | Google or Yelp | |
|---|---|---|---|
| Orthodontists (N) with 1- and 2-star reviews | 296 | 191 | 380 |
| % Orthodontists (N) posting a response | 29.1% (86) | 30.9% (59) | 34.2% (130) |
| Mean number of 1- and 2-star reviews | 2.5 | 4.5 | |
| Mean number of total reviews | 72.0 | 34.7 | |
| Mean rating for orthodontist | 4.54 | 4.15 | |
| % Orthodontists (N) not posting a response | 70.9% (210) | 69.1% (132) | 65.8% (250) |
| Mean number of 1- and 2-star reviews | 2.0 | 2.5 | |
| Mean number of total reviews | 59.1 | 16.1 | |
| Mean rating for orthodontist | 4.35 | 3.41 | |
| Orthodontic Offices (N) with 1- and 2-star reviews | 340 | 224 | 457 |
| % Orthodontic offices (N) posting a response | 27.4% (93/340) | 31.3% (70/224) | 33.0% (151/457) |
| Offices with updated reviews after reply: % (N) | 0.0% (0) | 24.3% (17/70) | |
| Review updated to 3-, 4-, or 5-stars: % (N) | NA | 23.5% (4/17) | |
| Review remained 1- or 2-stars: % (N) | NA | 76.5% (13/17) | |
| Responses to online negative reviews (N) | 110 | 109 | 219 |
| Content type included in response* % (N) | |||
| Request Contact About Problem: | 60.9% (67) | 44.0% (48) | 52.5% (115) |
| Apologetic: | 48.2% (53) | 54.1% (59) | 51.1% (112) |
| Explanatory / Informative: | 38.2% (42) | 59.6% (65) | 48.9% (107) |
| Defensive: | 26.4% (29) | 30.3% (33) | 28.3% (62) |
| Thanking: | 26.4% (29) | 25.7% (28) | 26.0% (57) |
| Questioning Validity of Review: | 20.9% (23) | 8.3% (9) | 14.6% (32) |
| Argumentative: | 6.4% (7) | 11.0% (12) | 8.7% (19) |
| Cite HIPAA Concerns: | 5.5% (6) | 0.9% (1) | 3.2% (7) |
*
[A reply to an online review can contain more than one content type and so the total can exceed 100%.]