Google Insights Customer Actions Dramatic Drop

[aneelb]

Hello,

A client I work with has noticed they aren't getting any calls so I checked GMB insights and I noticed they dropped off since September 3rd as did direction requests and website visits. I know this data isn't always accurate but could there be a reason on why consumers aren't interacting with the business?

I'm attaching a screenshot of the drop?

 

[Professor M]

I would think a drop in ranking, have you checked the ranking?

 

[aneelb]

I checked rankings I don't see a big drop most of the traffic comes from direct and branded searches.

 

[Professor M]

what do you use to track the ranking in the local pack?

If it is not ranking, it could be a bug.

have you checked the performance report?

 

[abbietorres]

Forgive me if I sound like Captain Obvious, I am just thinking of the steps I would take to investigate this issue.

1. Check if the listing is still live, updated, and not suspended
2. Test all the customer actions options on your business listing from both your desktop and mobile devices.
3. Check Google Analytics to see if you have any user traffic drops - Protip add UTMs to the GMB URL for better site traffic reporting
4. Download your Google My Business Insights to see if that pull also includes dropoffs
5. If you have another GMB tracking tool like (Moz, or Brightlocal, or Yext, or Chatmeter, etc.) check if there is also a similar drop-off in calls
6. Submit a GMB support ticket and request they check the account for a bug
7. Comb the internet to make sure there isn't a duplicate GMB listing live diverting customer actions - there is a tool I like NAPHunter that pulls up business NAP search variations on Google

This could be a data lag or a bug and certainly cause for concern. Best of luck.

 

[aneelb]

Thanks for all the responses, this week I noticed data has started to backfill into the dashboard itself.

 

[abbietorres]

 

[Joey Abna]

Something else to look at would be the competition in the Map pack. Are there listings more compelling? Has a new competitor shown up? Looking at Google Analytics have other sources of traffic also fallen off in phone call volume?