According to the 2018 ReviewTrackers Online Reviews Survey, before doing business with a local company, 63.6 percent of consumers check Google first in an attempt to discover what people are saying about it.
Numerous others take the time to read review-based sites like Yelp (45.18 percent) and TripAdvisor (30.03 percent), and even social media sites like Facebook (23.14 percent) are used to see what others are saying about the company itself.
If you’re one of the majority then, you’re probably using online reviews to help you determine which electronic health record (EHR) software to use. While this may appear on the outset to be a fairly simple process, it’s important to realize that not all reviews are equal.
In other words, if you demand to know which EHR software has the best reviews, you’ll want to pay fairly close attention to three specific areas: review ratios, review quality, and review source.
Important Review-Based Ratios
Reviews are essentially a numbers game, and one of the first numbers you want to know is how many reviews a company has versus how many clients it has. The higher this review-to-client ratio, the better because it means that they are churning out a high rate of happy customers.
Another ratio that should be on your radar is the number of organic reviews. Paid reviews are reviews a company has either paid a financial dollar amount or traded services for, whereas organic reviews are reviews that are made without any form of incentive.
Obviously, organic reviews are best because they’re often more genuine and left because someone wanted to share how happy they were with the business. This kind of review is very different than paid reviews which may be skewed because the reviewer feels compelled to sing the company’s praises (even if they aren’t necessarily warranted) since he or she is getting something in return.
A third ratio to consider when researching EHR software providers is the number of negative reviews it has versus those that are positive. Ideally, at least 80 percent of the reviews should be in favor of their products and services. Anything less and you may want to dig a little deeper.
Another factor to consider when looking at EHR software reviews is the review quality. How can you tell that?
If the reviewer says something positive about the EHR company and then turns around and complains about it, this is often a red flag. Reviews that lack detail and are super short typically lack merit as well.
According to Time’s Money page, the key to easily spotting low-quality reviews is to check for these six things:
1. A lack of a lot of information about the reviewer;
2. Reviews with “all-or-nothing” viewpoints (the product is either completely fantastic or a total flop);
3. A bunch of reviews posted all around the same time, indicating that the company may have paid for a batch of fake reviews;
4. Reviews that don’t have a lot of detail, which is common if the person posting it didn’t actually have any interaction with the products or services being reviewed;
5. Reviews that are super short in length; and
6. Reviews that use a lot of small words as research has connected shorter word usage with telling lies versus truths.
A similar factor to quality is review source. In other words, does the reviewer have credibility regarding what he or she is saying in the review?
One way that many sites help users to determine this factor is by using the phrase “verified purchaser.” If this type of stamp is present, this is someone who is proven to have purchased and used the item or service being reviewed.
Reviewers who share their input willingly and without incentive are more credible than paid reviews. Again, it goes back to people being more willing to either lie or bend the truth because of someone paying for these reviews.
Anonymous reviews don’t carry much weight either, because it’s easy to say anything if your identity isn’t going to be displayed. The good news about this is that SEO experts at Moz.com indicate that Google appears to be doing away with these types of reviews completely as of May 2018. Though other platforms may still allow people to share their opinions without revealing their identities, thankfully, the trend appears to be starting to go the other way.
The better you understand online reviews, how they work, and which ones to pay the most attention to, the easier it is to choose the best EHR software provider for you. This requires paying attention to these three things: ratios, quality, and source of the reviews. As long as you do that, you’re on the right path.