Do Malaysians Still Trust Online Reviews? Encik Samad Shares His View

Online Reviews Are Useful, But People Are More Careful

During the conversation, Encik Samad shared that online reviews can still be useful when researching a business, product or service.

However, he believes consumers should not depend on just one review or one platform before making a decision.

Someone researching a restaurant, for example, may check Google Reviews first, then look at TikTok or social media before deciding whether to visit. Consistent information across different sources can help customers feel more confident about a business.

Google Reviews, TikTok or Influencers?

Different platforms play different roles in the decision-making process.

Google Reviews can provide feedback from customers, while TikTok and Instagram videos can offer a look at a business’s environment, products and customer experience.

Influencers can also introduce consumers to new businesses, although some recommendations may be sponsored.

For Encik Samad, credibility ultimately depends on whether the information feels genuine. Beyond perfect ratings, details and real experiences can help people understand what they can realistically expect.

Friends and Family Still Carry Strong Influence

Despite the growth of social media, personal recommendations remain powerful.

When someone we know personally recommends a restaurant, shop or service provider, there is often an additional level of trust because the recommendation comes from an existing relationship.

Online platforms may help consumers discover a business, but word of mouth can still influence the final decision.

This creates an important lesson for businesses: online visibility attracts attention, but the actual customer experience determines whether people recommend the business afterwards.

Why Independent Stories Matter

There is a difference between a short online review and a more detailed business story.

A five-star rating may tell consumers that someone enjoyed their experience, but it does not always explain the people behind the company, its history, what it specialises in or what makes it different.

Independent articles and business profiles can provide additional context. This is one of the ideas behind BetulBetul.com.

Rather than simply telling readers that a business is “good”, BetulBetul.com focuses on discovering the real stories behind Malaysian businesses, entrepreneurs and people. Readers can then learn more and form their own opinions.

Trust Is Becoming More Important Than Visibility Alone

For businesses, appearing online is no longer enough. Customers can compare competitors, read comments and search for additional information within minutes.

A strong digital presence therefore needs to be supported by credibility.

Businesses can strengthen that credibility through genuine customer experiences, accurate information, consistent online profiles and authentic stories about the people behind the brand.

In a crowded digital environment, trust can be an important competitive advantage.

So, Do Malaysians Still Trust Online Reviews?

Encik Samad’s perspective suggests a cautious yes: online reviews can be useful, but they should be considered alongside other sources.

His views offer one person’s perspective, rather than a survey of Malaysian consumers. The conversation highlights the value of comparing information, watching videos and asking people we trust before making a decision.

Knowing the real story behind a business can add another piece to that picture. For BetulBetul.com, that is exactly where the conversation becomes interesting.

Real people. Real businesses. Real stories. BetulBetul.