The Role and Impact of Customer Reviews on IT Firms in 2025: Survey Insights

Online reviews have taken the place of traditional word-of-mouth, becoming one of the most common ways people discover products and services. The opinions expressed online have a direct impact on whether a business succeeds or fails, whether it is a small local café or a multinational corporation.

Consider this: 80% of respondents indicate that reviews increase client trust, while 60% report that they lead to more inquiries.

To better understand this impact, TechBehemoths conducted a global survey of 2,300 IT companies across 50 countries between August 12 and 20, 2025. The study explores how firms collect, manage, and respond to reviews, and how these reviews contribute to winning projects, guiding improvements, and driving long-term growth.

This report offers a snapshot of how reviews are reshaping the IT services landscape in 2025, providing insights for firms seeking to strengthen client trust and refine their strategies.

Survey Respondents: Position Within the Company

TechBehemoths, through its survey The Role and Impact of Customer Reviews on IT Firms in 2025, gathered insights from respondents in carefully selected categories relevant to the topic.

• Executives and C-Level professionals (30.5%) together with Founders/Owners (32.9%) account for more than 60%, showing that most perspectives come directly from decision-makers.

• Management and Leadership roles (15.2%) further reinforce this strategic layer, while Marketing, Sales, and Digital professionals (6.1%) add the voice of those working directly with clients and customer feedback.

• Creative/Design experts (5.5%) and SEO/Digital Specialists (4.3%) provide input on how reviews influence branding, visibility, and user experience.

Survey Respondents: IT Company Size

To better understand how customer reviews impact IT firms in 2025, TechBehemoths included companies of different team sizes in the survey. This allowed for a more balanced view across the industry, from very small teams to larger organizations.

The distribution of respondents by company size looks as follows:

• 1–10 employees: 48.3%

• 11–50 employees: 42.1%

• 51–200 employees: 6.2%

• 201–500 employees: 2.1%

• 500+ employees: 1.4%

With almost 90% of responses coming from small firms (under 50 employees), the survey clearly reflects the perspective of companies where reputation and reviews are often decisive factors for growth, client trust, and visibility in competitive IT markets.

IT Company Sectors Overview

In this survey, companies from specific industry profiles participated, chosen to reflect sectors where customer reviews have a direct impact on business performance and brand perception.

Firms active in Digital Marketing (74.5%), Branding (55.2%), and Marketing Strategy (53.8%) are highly sensitive to customer feedback, as reviews influence campaign effectiveness and client trust.

E-commerce companies (52.4%) rely on reviews to drive sales and improve conversion rates, while Brand Strategy (46.9%) and Reputation Management (24.8%) firms focus on leveraging feedback to enhance credibility and long-term brand value.

93.8% of Companies Focus on Reviews to Enhance Services and Credibility

The survey shows that the vast majority of IT companies actively collect customer reviews for their services, to grow their business strategy and client trust.

• Yes (93.8%) – most companies prioritize gathering reviews to improve services, build credibility, and inform decision-making.

• No (3.4%) and Not sure (2.8%) – a small portion of respondents either do not collect reviews or are uncertain, which may reflect different priorities, company processes, or the stage of business development.

These results demonstrate that customer reviews have become an integral part of operations for IT firms to enhance reputation, visibility, and client satisfaction.

Where IT Companies Currently Collect and Showcase Customer Reviews?

It is important to display feedback in the appropriate locations because businesses are aware that prospective customers seek evidence before making decisions.

IT companies are speaking up in the following areas:

• Google Reviews (79.3%) – the go-to platform for instant credibility and boosting search presence.

• Business directories (73.8%) – like TechBehemoths, helping companies stand out in their industry.

• Company websites (64.1%) – showing off feedback where it matters most: directly to potential clients.

• Social media (56.6%) – LinkedIn, Facebook, and beyond, turning reviews into shareable social proof.

• Third-party platforms (43.4%) – Trustpilot, G2, Capterra – independent voices that influence buying decisions.

• Others (6.3%) – niche spaces and specialized communities where reputation counts.

Google Reviews, business directories, and company websites are the top three spaces where IT firms focus the most on collecting and displaying reviews.

Top Review Platforms: 68.3% of Companies Turn to TechBehemoths

In its latest survey, TechBehemoths highlights where IT companies prefer to gather customer reviews. No surprise here – Google Business leads with 89%, but what really stands out is that 68.3% of companies already collect reviews on TechBehemoths itself.

Beyond that, the picture gets more diverse:

• 46.2% rely on their company website

• 37.9% turn to LinkedIn

• 35.9% use Trustpilot

• 20.7% collect feedback via Facebook

• 14.5% on G2

• 7.6% on Capterra

• 5.5% on Sitejabber

• and 7.7% mention other platforms (such as: Yelp, reviews.io, TrustIndex, etc.)

What Impact Do Customer Reviews Have on Client Choices?

The survey reveals that customer reviews strongly influence decision-making. A majority of respondents (63.4%) rated reviews as having the highest possible impact, while an additional 25.5% acknowledged a strong influence. This means that almost 9 out of 10 clients (88.9%) view reviews as a decisive factor when choosing a product or service. On the other hand, only a small fraction (1.4%) believes reviews have little to no effect.

Customer reviews are essential for attracting new clients, as they build trust and credibility through social proof. Most consumers consult online reviews before purchasing, often valuing them like personal recommendations. These insights influence decisions, impact reputation and sales, and highlight authentic experiences that enhance brand image.

How Often Do IT Companies Request Customer Reviews?

According to TechBehemoths’ survey, 56.6% of IT companies request reviews after every project, while 26.9% do so occasionally, and a small portion rarely or never ask for feedback.

Timely feedback requests lead to higher response rates, more detailed insights, and better Google rankings. Proactively asking for reviews also helps address concerns early, prevent negative word-of-mouth, uncover hidden issues, and strengthen customer loyalty, helps encourage repeat business and supports long-term growth.

Do IT Companies Have a Review Collection Process?

According to TechBehemoths’ survey, IT companies are actively implementing processes to collect customer reviews:

• 43.4% collect reviews occasionally.

• 37.9% have fully integrated review collection into their workflows.

• 9.7% plan to implement a process soon.

• 9% consider it not a priority.

Having a structured review process helps businesses gather valuable feedback, improve customer satisfaction, and drive growth.

Examples include:

• Post-purchase emails with direct links to review platforms.

• Website widgets or QR codes on products.

• Social media campaigns or contests to encourage reviews.

For best results, companies should simplify the process, personalize requests, time them strategically, and ethically encourage authentic feedback to continuously enhance their products, services, and brand reputation.

Who Manages Customer Reviews Within IT Companies?

Managing customer reviews is becoming a cross-functional priority for IT companies. TechBehemoths’ survey shows that managing customer reviews involves multiple departments across IT companies:

• Marketing: 66.9%

• Project Management: 44.8%

• Sales: 39.3%

• Customer Support: 37.9%

• Leadership / Strategy: 32.4%

• Others: 3.5%

Reviews are not just a marketing tool. They are leveraged across project management, sales, support, and strategic teams to improve customer experience, guide decision-making, and enhance overall business performance.

Are Customer Reviews Part of Marketing Strategies?

TechBehemoths’ survey shows that customer reviews are widely used in marketing by IT companies:

• Yes: 71.7%

• Planning to: 16.6%

• No: 11.7%

Reviews serve as a powerful marketing tool to build trust, increase conversions, and enhance SEO. Companies can leverage reviews in various ways in their marketing campaigns:

• Feature testimonials on websites.

• Include reviews in emails and social media campaigns.

• Create case studies based on customer feedback.

• Use insights from reviews to guide product development and promotional strategies.

How Do Positive Customer Reviews Impact Business?

Positive customer reviews play an important role in a business’s success, influencing trust, brand reputation, and customer loyalty. According to TechBehemoths’ survey, IT companies experience clear, measurable benefits from reviews:

• Builds client trust: 79.3%

• Brings more inquiries: 57.2%

• Improves platform rankings: 55.9%

• Speeds up sales: 42.1%

• Keeps clients coming back: 41.4%

• Only 5.5% of companies didn’t notice any effect

The most impactful outcome is the ability to build client trust. Trust is the foundation of any long-term business relationship, when potential clients see authentic reviews from satisfied customers, they feel more confident in choosing a service provider.

Negative Reviews Impact 37.9% of IT Companies

Every business can receive negative reviews, but how a company responds makes all the difference. TechBehemoths’ survey shows the impact of negative reviews on IT companies:

• Yes, affected business/reputation: 37.9%

• No impact: 32.4%

• Not applicable: 26.9%

Negative reviews can influence customer decisions and brand perception, and companies that ignore them risk losing potential clients to competitors who actively manage feedback. Responding promptly and thoughtfully to criticism helps protect your reputation, retain customers, and turn challenges into opportunities for growth.

IT Companies’ Approach to Negative Reviews

Handling negative reviews is an important part of maintaining a strong reputation for IT companies. According to TechBehemoths’ survey, companies respond in different ways:

• Reply publicly and try to resolve the issue: 49%

• Haven’t received negative reviews: 38.6%

• Contact the client privately: 11%

• Ignore them: 0.7%

• Other approaches: 0.7%

Effectively managing negative reviews not only protects your business reputation but also provides valuable insights for improvement.

Key strategies include:

• Respond promptly to show attentiveness.

• Stay professional and maintain a calm tone.

• Personalize responses by addressing the reviewer and referencing specific points.

• Apologize when appropriate and offer solutions.

• Take complex issues offline to resolve privately.

• Highlight improvements made to address the issue.

Do IT Companies Analyze Reviews to Spot Strengths and Weaknesses?

Review analysis allows IT companies to turn unstructured customer feedback into actionable insights that guide decision-making. TechBehemoths’ survey states that most companies actively use review content to identify operational strengths and weaknesses:

• Yes, as part of internal feedback loops: 71.5%

• Sometimes, only when issues arise: 18.8%

• Read reviews but don’t analyze deeply: 6.9%

• Do not track reviews at all: 2.8%

Key applications of review analysis include:

• Product feature ideas: Identifying customer sentiment to inform desired features.

• Roadmap prioritization: Helping development teams focus on what matters most.

• Bug tracking: Spotting urgent issues in real-time from recent reviews.

• Customer care ratings: Evaluating which service teams deliver strong performance.

Do IT Companies Encourage Reviews Through Incentives?

Incentivized reviews allow customers to share feedback in return for perks like discounts, loyalty points, or early access. This can help increase the number of reviews.

According to TechBehemoths’ survey, IT companies take different approaches when it comes to incentives:

• 35.2% prefer only organic, voluntary reviews.

• 11.7% regularly use incentives like discounts or gifts.

• 11.7% offer them occasionally for specific campaigns.

• 11.7% are considering incentives but haven’t implemented them yet.

• 10.3% avoid them entirely due to policy or ethical concerns.

• Smaller groups provide non-monetary perks (6.9%), limit them to long-term clients (6.9%), or are testing incentives (2.8%).

Incentives can increase feedback, but most IT companies still lean toward organic reviews as the most trusted and credible form of social proof.

Which Trust-Building Assets Matter Most in Sales?

Trust-building assets are essential in the sales process, helping companies establish credibility, create positive client experiences, and foster long-term relationships. These assets give buyers confidence in both the salesperson and the company, making it easier to close deals and build a foundation for sustained growth.

TechBehemoths’ findings show the top assets IT companies use to establish credibility:

• Client testimonials: 86.2%

• Case studies: 73.1%

• Referrals / Word-of-mouth: 71%

• Awards or certifications: 57.9%

• Platform reviews: 50.3%

• Other: 2.1%

Client testimonials remain one of the most effective ways IT companies can differentiate themselves in competitive markets while fostering lasting client relationships.

Future Impact of Reviews: 60.7% Expect Stronger Influence

The future of customer reviews looks increasingly important, with 60.7% of IT companies expecting them to become much more influential, according to TechBehemoths’ survey. Another 24.8% believe they’ll be slightly more influential, while very few see their relevance staying the same or declining.

Looking ahead, reviews will become even more powerful thanks to AI tools that analyze feedback, quicker replies to customer concerns, and the stronger influence of expert reviewers, helping businesses grow and build more trust.

How Can Platforms Like TechBehemoths Help IT Companies Benefit from Reviews?

Reviews are one of the strongest trust signals in the IT industry. As one company put it, “Reviews are the absolute MUST. This is definitely in the top 2 criteria to get the client’s trust and interest.”

Platforms like TechBehemoths amplify this power by:

• Ensuring credibility through verified reviews, so potential clients know the feedback is authentic.

• Boosting visibility by rewarding companies with more exposure when they collect reviews, “having 5 reviews or more increases the chances of getting an inquiry by 78%.”

• Making reviews actionable, not just static text. Verified feedback helps companies showcase strengths such as communication, delivery, and innovation, while also giving prospects the context they need to make decisions.

As one respondent shared, “TechBehemoths works best when it makes it easy for satisfied clients to speak, and ensures great work never goes unnoticed.”

Companies often need more than just visibility; they seek trust, recognition, and simplicity.

Another company highlighted the importance of ease for client participation: “Make it as easy as possible for clients to leave the reviews.”

In essence, IT firms want reviews to become growth drivers — tools that increase inquiries, build credibility, and give them a competitive edge.

That’s why TechBehemoths already acts as more than a directory: it’s a partner platform. By verifying, promoting, and integrating reviews into company visibility, TechBehemoths transforms client feedback into a trust engine for IT companies of all sizes.

Wrapping Things Up

The insights gathered make one thing clear: The reviews are one of the main ways IT companies build trust, attract new projects, and grow over time. The survey shows that reviews do more than reflect reputation. They help clients decide who to work with, they strengthen credibility, and they give companies useful feedback they can act on.

In 2025, reviews have become a real growth tool. Each review is not only proof of good work already done but also an opportunity to stand out and win new clients.

The TechBehemoths Team encourages IT companies to see reviews beyond numbers — as an opportunity to strengthen client connections, boost exposure, and remain competitive worldwide.

Partner Companies

The survey targeted IT companies and web agencies worldwide, with no restrictions on region or country. In total, responses were collected from 2,300 IT companies across 50 countries. TechBehemoths is proud to recognize and thank the partner companies that helped share the survey and gather these valuable insights.

1. A99 Solutions, USA
2. Abstract Infosys, Nepal
3. Adstra Digital, India
4. Advertising Agency, UK
5. Altlier, UK
6. Alto Servicios Comunicación, Spain
7. Amin Softtech LLP, India
8. Analaize, Nigeria
9. Lantern Digital, China
10. Apex IT Solutions, Pakistan
11. Arghand Kazemi Solution LTD, Afghanistan
12. ArtXtreme, Philippines
13. Arubeus, Spain
14. Avail Advertising, India
15. AxelMondrian & Partners, Armenia
16. Beach Chair Marketing, Canada
17. Betlace, Ukraine
18. BigRedes, Argentina
19. Blend Local Search Marketing, Singapore
20. Blue Beetle, UAE
21. BoostenX, Thailand
22. Breadnbeyond, Indonesia
23. Buzz Dealer, Cyprus
24. CAPLAN ARTIFICIAL, Bosnia and Herzegovina
25. Cassiopea, Canada
26. Clifton Web Design, UK
27. Coderfy, Ukraine
28. Codezela Technologies, Sri Lanka
29. Codezela Technologies Ltd, UK
30. Dahseo, Uruguay
31. Debby Group, Israel
32. Decade Technology, Australia
33. Design Hub Ltd, Kenya
34. Devmont Digital, Pakistan
35. Digismiths Digital Agency, India
36. Paul Thackeray, UK
37. Digital Reach Ltd, Ghana
38. Doers Advertising, Egypt
39. DTC Infotech, USA
40. Eastern Peak, Ukraine
41. Edulife Agency, Bangladesh
42. Element Media, Palestine
43. Elinext, Poland
44. Elite Dev Squad, Armenia
45. Elites, Lebanon
46. Ellis Digital, UK
47. EloQ Communications, Vietnam
48. Emernplus Marketing Agency, Nigeria
49. Epahubb Consult, Ghana
50. ExpandX Marketing & Web, UK
51. FutureOn Academy, Bangladesh
52. GlobeSign, Canada
53. Go International Group Dotcom Sdn Bhd, Malaysia
54. Graphica Studios-CDO, Philippines
55. Grawesoft Digital, Kenya
56. Harf, Iraq
57. iCreative Canvas, USA
58. iMiMDesign™ Co., India
59. Impact PR, New Zealand
60. Infotyke, India
61. Ingenious Hub, India
62. Innoventix Solutions, India
63. Yura Solutions, India
64. ITForce, Ukraine
65. JAM-Forte Technologies Ltd, Nigeria
66. Jeff Social Marketing, Canada
67. Jetstyle, Poland
68. Kantipur Management Private Limited, Nepal
69. Klein Media, Netherlands
70. Kuri Graphics, Ethiopia
71. Leoceros, Lebanon
72. LimaRank | Agencia de Marketing Digital, Peru
73. LLC Portali, Georgia
74. Lollie's Handmade, South Africa
75. M. A. Chidiac Studio, Lebanon
76. Markimist, Bangladesh
77. MAX Digital, Bulgaria
78. Media Accent, Nigeria
79. MIDDLE BEATS, Lebanon
80. Mobiteam GmbH, Moldova
81. More Agency, Lithuania
82. morphsites®, UK
83. MWIMMERDESIGN, Germany
84. Nakada Design, USA
85. Naturality Digital, China
86. Navicosoft Pvt Ltd, Australia
87. Nelium Systems, Kenya
88. New Light Digital, Moldova
89. New Perspective Design, South Africa
90. New Skin Design, Spain
91. Omega Digital, Vietnam
92. Omniversa creative agency, South Africa
93. One Click SEO, USA
94. Onix-Systems, Ukraine
95. Onyx8 Digital Agency, USA
96. Orange Tulip Studio, Australia
97. Percept Brand Design Agency, UAE
98. Phaedra Solutions, India
99. Pharoscion Global, Uganda
100. PR TECH GLOBAL, UK
101. Presitely, Bulgaria
102. PRETO BUSINESS Corp., USA
103. PRNEWS.IO, Estonia
104. Real Wisconsin Website Design, USA
105. Roman.ua, Ukraine
106. Saint Rollox Digital, Australia
107. Scopic, USA
108. SEO Morocco, Morocco
109. SEO SERVICE CARE, USA
110. SEOSiri, Bangladesh
111. SerpTale, Bangladesh
112. ShotCoder Tech, Nepal
113. Significa, Portugal
114. Silver Ant Marketing, Australia
115. SIXGUN, Nigeria
116. Beezet, Japan
117. Stonetech Square, USA
118. Studio Five, Australia
119. Sunlight Media LLC, Sri Lanka
120. Supportsoft Technologies, Nigeria
121. syntelligenceIT (Pvt) Ltd, Pakistan
122. Theorem Team, UK
123. Thunderbolt Technologies, USA
124. topton media, Nigeria
125. Tower 25, USA
126. TW Media, UK
127. Ultrabyte International Pvt Ltd, Nepal
128. UNIKO™, USA
129. Upracoreteam, Nigeria
130. Utengtech, Zimbabwe
131. Vervemedia, India
132. Visible One, Hong Kong
133. Webdesign CC, Germany
134. Websparq Digital, Pakistan
135. Williams Web Solutions, USA
136. Wireless Computer Service, Nigeria
137. YetiStudio, Nepal
138. Zexsoft, Romania
139. Zintix, Pakistan
140. ZnetGuru, Portugal