08/06/2026
Before visiting a new restaurant, booking a hotel, or trying a service, many of us now do the same thing almost instinctively: we check the reviews. A few stars, a handful of comments, and a quick scroll through photos can shape our expectations before we even step through the door.
In an April episode of Channel NewsAsia’s Deep Dive podcast, Associate Professor Elmie Nekmat (NUS Communications and New Media) joined hosts Steven Chia and Tiffany Ang, alongside food reviewer Leong Yong Xin (.sg), to discuss the impact and reliability of online reviews in Singapore’s food and consumer culture.
Assoc Prof Nekmat explains that reviews have become an unavoidable part of decision-making because people naturally seek information to reduce uncertainty. Whether choosing a restaurant, accommodation, or travel experience, consumers often turn to online reviews as a form of crowdsourced guidance. He cautions, however, that these reviews should not be treated as absolute truths. Instead, they are better understood as signals – useful data points that help people make more informed decisions, but which still need to be read carefully and critically.
Assoc Prof Nekmat further highlights how online review culture often amplifies extremes. Negative reviews can gain more traction because of how digital platforms and algorithms reward engagement, while very positive reviews may be shaped by incentives, collaborations, or paid partnerships. What often gets lost is the balanced middle ground – the ordinary, mixed, or moderate experiences that may offer a fuller picture.
Last but not least, Assoc Prof Nekmat also points to the importance of media literacy in navigating this landscape. Consumers need to ask where reviews come from, whether there may have been sponsorship or barter arrangements, and how different reviewers’ tastes or expectations compare with their own. This is especially important when reviews influence higher-stakes decisions, such as travel bookings or expensive dining experiences.
The conversation calls for a more thoughtful and responsible approach to both reading and writing reviews. Reviews remain valuable, but they work best when consumers treat them with care, context, and compassion.
Listen to the podcast episode here: https://www.channelnewsasia.com/listen/deep-dive/good-and-bad-online-reviews-and-how-read-them-6074961
Photo: ‘Food Photographers’ by Filbert Kuong, from SRN’s SG Photobank