Why aren't your customers' Google reviews showing up?
Posted: Sat Dec 28, 2024 6:41 am
Customer reviews posted on Google help improve your local SEO and your e-reputation. In fact, 87% of French people read online reviews before making a purchasing decision 1 . It is therefore essential to conduct good customer review management . How does it work? Authors have the option of leaving a rating between 1 and 5 stars with a comment and/or a photo to accompany this rating. However, Google sometimes decides not to publish certain customer reviews. In this article, we will explain why and what recourse is available.
1. Why are customer reviews not validated by Google?
2. How to make a complaint?
Conclusion
Why aren't customer reviews validated by Google?
1. Why are customer reviews not validated by Google?
Google has a protocol to combat fake reviews on Google My uae mobile phone number list Business. This may explain why some reviews are removed from your business profile. Here are the 10 main criteria that can negatively impact the visibility of your reviews:
Your business listing is incorrectly configured : first check that your Google My Business listing is correctly configured and that you have not made any mistakes when configuring it. You must regularly update your information (hours, address, etc.). Learn more about managing your business listing .
Review contains personal contact information : Reviews containing links or telephone contact information are automatically deleted due to the General Data Protection Regulation (GDPR)
The review has been flagged by other users : If a review receives many flags, it will be automatically removed from your profile.
Inauthentic reviews : 27% of consumers trust online reviews as much as professional reviews 2 . It is therefore very important that your reviews are genuine! It is possible that the author of the review has never visited your establishment, in which case the review will be instantly deleted. In addition, Google may consider that the review is not authentic if it comes from a user who works for a nearby establishment.
Fake Reviews : You should not increase your review count by creating fake reviews. Google will remove them and you may even be fined!
Bulk Reviews : It is best to receive reviews on a regular basis. If you receive a large number of reviews in a short period of time, they may not be taken into account.
Copy - Paste : Reviews must be original and must not be identical to reviews left on other online review platforms. In fact, Google is the most reliable review platform in all sectors, although Tripadvisor and Yelp remain the reference platforms for certain sectors.
Exchange of service : It is forbidden to offer a gift in exchange for a review left. If Google detects an arrangement in the review or your response, it will be removed.
Poorly written review : certain writing rules must be respected: the review must not be written for someone else. If it is written in the 3rd person singular, it will certainly be deleted. In addition, if the language is inappropriate (rude, obscene, shocking content, etc.), Google will not publish the review in question. To find out more, we invite you to consult prohibited and restricted content
Using your business's Wi-Fi : If your customer posts a review while connected to the same IP address as your business, the review will not be accepted. Your customers should not use your Wi-Fi to leave a review on Google.
Sometimes reviews can simply be delayed. This could be due to 2 business listings being merged or the reviewer's device and operating system being too old. Be patient, delays are usually resolved within a few days. But if the issue persists, make sure your client makes the necessary updates.
How to make a complaint?
2. How to make a complaint?
If your customer's review does not fit into any of the criteria listed above, it is possible that the Google algorithm made a mistake. In this case, you can file a complaint:
Via your Google My Business Profile
Log in to your GBP account
Go to the “support” tab
Google My Business Profile settings
A drop-down menu will appear, click on “Contact us” to make your complaint.
Google My Business Profile drop-down menu
You must indicate as many details as possible:
The subject of your complaint
The name of the author of the review
The date
The establishment concerned
Content: Provide information to prove the legitimacy of the review you are complaining about.
You will receive a response within 72 hours.
Via the GBP forum
The GBP Forum allows you to ask questions and interact with other users, Google experts and Marketing experts. You can view other users' questions and read the answers provided by the experts.
So you might be able to find the answer to your question, without having to contact Google.
If you wish to post a question on the forum, we advise you, as on the help center, to indicate as many details as possible:
The subject of your complaint
The number of missing reviews
The name of the authors of each review
The establishments concerned
Content: You can even include screenshots
1. Why are customer reviews not validated by Google?
2. How to make a complaint?
Conclusion
Why aren't customer reviews validated by Google?
1. Why are customer reviews not validated by Google?
Google has a protocol to combat fake reviews on Google My uae mobile phone number list Business. This may explain why some reviews are removed from your business profile. Here are the 10 main criteria that can negatively impact the visibility of your reviews:
Your business listing is incorrectly configured : first check that your Google My Business listing is correctly configured and that you have not made any mistakes when configuring it. You must regularly update your information (hours, address, etc.). Learn more about managing your business listing .
Review contains personal contact information : Reviews containing links or telephone contact information are automatically deleted due to the General Data Protection Regulation (GDPR)
The review has been flagged by other users : If a review receives many flags, it will be automatically removed from your profile.
Inauthentic reviews : 27% of consumers trust online reviews as much as professional reviews 2 . It is therefore very important that your reviews are genuine! It is possible that the author of the review has never visited your establishment, in which case the review will be instantly deleted. In addition, Google may consider that the review is not authentic if it comes from a user who works for a nearby establishment.
Fake Reviews : You should not increase your review count by creating fake reviews. Google will remove them and you may even be fined!
Bulk Reviews : It is best to receive reviews on a regular basis. If you receive a large number of reviews in a short period of time, they may not be taken into account.
Copy - Paste : Reviews must be original and must not be identical to reviews left on other online review platforms. In fact, Google is the most reliable review platform in all sectors, although Tripadvisor and Yelp remain the reference platforms for certain sectors.
Exchange of service : It is forbidden to offer a gift in exchange for a review left. If Google detects an arrangement in the review or your response, it will be removed.
Poorly written review : certain writing rules must be respected: the review must not be written for someone else. If it is written in the 3rd person singular, it will certainly be deleted. In addition, if the language is inappropriate (rude, obscene, shocking content, etc.), Google will not publish the review in question. To find out more, we invite you to consult prohibited and restricted content
Using your business's Wi-Fi : If your customer posts a review while connected to the same IP address as your business, the review will not be accepted. Your customers should not use your Wi-Fi to leave a review on Google.
Sometimes reviews can simply be delayed. This could be due to 2 business listings being merged or the reviewer's device and operating system being too old. Be patient, delays are usually resolved within a few days. But if the issue persists, make sure your client makes the necessary updates.
How to make a complaint?
2. How to make a complaint?
If your customer's review does not fit into any of the criteria listed above, it is possible that the Google algorithm made a mistake. In this case, you can file a complaint:
Via your Google My Business Profile
Log in to your GBP account
Go to the “support” tab
Google My Business Profile settings
A drop-down menu will appear, click on “Contact us” to make your complaint.
Google My Business Profile drop-down menu
You must indicate as many details as possible:
The subject of your complaint
The name of the author of the review
The date
The establishment concerned
Content: Provide information to prove the legitimacy of the review you are complaining about.
You will receive a response within 72 hours.
Via the GBP forum
The GBP Forum allows you to ask questions and interact with other users, Google experts and Marketing experts. You can view other users' questions and read the answers provided by the experts.
So you might be able to find the answer to your question, without having to contact Google.
If you wish to post a question on the forum, we advise you, as on the help center, to indicate as many details as possible:
The subject of your complaint
The number of missing reviews
The name of the authors of each review
The establishments concerned
Content: You can even include screenshots