Google Insights Reported Calls. Is is accurate?

[AndiFox]

So I had a client who looked at his GMB Insights report and it stated that he got some calls. He is reporting he did not get that many calls.
What could be the cause of the discrepancy?

 

[Colan Nielsen]

Hi Andrea,

The GMB insights are ok as a guideline but they aren't incredibly accurate. For example, they only track click-to-call from mobile devices. So you are missing out on all the calls from desktop.

It's also possible for someone to click the call button and hang-up before the call goes through. This will still get recorded as a call in the insights dashboard.

I'd recommend setting up a call tracking number with Call Tracking Metrics or Call Rail and use that as your primary number in GMB. Just make sure to set it up properly like Darren explains here - Can You Use a Call Tracking Number in Google My Business? - Whitespark Weekly - Whitespark

This will allow you to track each and every call that originates from GMB/Google Maps. You can even take it one step further and listen to the calls and tag them. For example, will go through our clients calls and tag them with a quality rating (new customer, sales call, existing customer...etc)

This creates an invaluable amount of insight into the performance of your efforts.