Brazil consumers make digital reputation a deciding factor in purchases

A 2025 study by Reclame AQUI found that 81.5% of Brazilian shoppers consult online evaluations before buying, and 72.3% would avoid firms that ignore customer feedback. The PwC Consumer Experience Survey 2025 reported that 52% stopped buying a brand after a negative experience and 29% abandoned a company due to service failures.

Companies are turning to review platforms to track metrics such as solution‑rate, service rating and repurchase intent. Weclix CEO Fabrício Kameyama said, "Consumers can compare companies in minutes; therefore satisfaction indicators become a crucial tool to understand brand perception and identify improvement opportunities." The Ribeirão‑Preto‑based firm raised its solution index from 90% to 95%, its repurchase‑intent score from 77.5% to 80.6%, and its consumer rating from 7.76 to 8.63, while earning a verified‑company seal on Reclame AQUI.

According to PwC, 70% of executives believe consumer expectations evolve faster than companies can adapt, making customer service a direct driver of reputation, retention and competitiveness.