Google Review Rating

[chilluk]

When you search on Google for our business name it shows our "place" data down the right with a handful of very average reviews (where very disgruntled customers have posted) which shows a rating of 2.6! We do have a bricks and mortar store as well as the online store.

We are on Reviews.co.uk and have 6000+ reviews that average 4.9 and more recently we subscribed to the Google Shopping reviews and have approx 100 reviews that average 4.8.

Is there any way to link at least the Google shopping reviews to the place reviews to give a truer reflection of the business as a whole as I can see what is currently there is a bit off putting!

Thanks

 

[TomJ83]

I understand your situation. You have plenty of positive reviews on review sites but the negative Google place reviews don't reflect a true image of your business. I don't believe it's possible to swap the Google place reviews with the Google shopping reviews. Since you seem to have many happy customers, I would suggest that you contact new buyers (through email or sms) and ask them for a review on Google. Then the positive will outweigh the negative ones.

 

[WebshopMechanic]

Hey @chilluk

@TomJ83 is right. You can't link any other reviews to your Gmail reviews because they are from a completely different system.

All you can really do is segment out all your customers who have a Gmail account (because you need one to leave a Google review) and email them to ask for them to leave a review. There will probably be quite a large percentage of who have a Gmail account and you will be surprised at how many people bother doing it.

However, I would advise you to make the email a personal one. Tell them that you are a growing company, you appreciate their support and their feedback invaluable to improve your service. Also, say that you need a small favour.

You could also incentivise them with a prize.

I would also run a small A/B test before the major sending to get the subject line right. Again, make it personal. Something like 'Can you help us please?' or 'We need your help...'

One other thing, which you've probably already done. You can integrate the Reviews.co.uk system with Google search results to show their star ratings in the listings using rich snippets. Here an overview: https://blog.reviews.co.uk/how-to-get-stars-in-google-search-results/

I hope that helps.

Matt

 

[antropy]

a handful of very average reviews (where very disgruntled customers have posted) which shows a rating of 2.6!

It is a shame how customers can hold businesses to ransom over reviews and how unreasonable they can be. Ah well. Getting more 5 star reviews as above is probably the best solution.

 

[WebshopMechanic]

You always get the odd customer who is a pain in the behind but most people can see through that if the review appears unreasonable.

Consumers generally want to see that a company or product is reliable, trustworthy and fits their needs. If there is a problem with product quality then it deserves to be highlighted to protect customers and to get the seller to fix the problem instead of just taking the money.

Reviews help to improve customer service. It means retailers can't be lazy and ignore the most important thing in their business - their customers.

I've used Feefo for a number of years now across many clients and the service feedback has always been invaluable. Service feedback helps to improve and fix:

• Website issues (broken links, wrong pricing, order confirmation failure, payment issues, etc)
• Sales Staff (rudeness, lack of knowledge, sales performance, listening, general communication issues, etc.)
• Packaging issues (crushed boxes, poor presentation, protection issues, broken products, etc)
• Courier issues (theft, late delivery, rudeness, etc)

All of these factors affect a company's brand / reputation and must be ironed out to ensure the customer wants to come back again.

As you can probably tell, I'm a stickler for great customer service.

Matt