Joined
Jul 20, 2012
Messages
31
Reaction score
1
My company works specifically in the dental/orthodontic realm - which is admittedly more scrutinized than many industries in terms of Google reviews.

We've been chasing our tails to find a rhyme or reason as to why some reviews make it through while others don't. In general terms: company (orthodontist) asks client (patient) to consider leaving a review. Client (patient) goes home and does such. It seems to be very rare that these posts actually make it "live." Many posts here and on the Google forum have suggested that:

  1. someone with a history of reviews is more likely to have his/her review for said company (orthodontist) go live.
  2. using a smartphone with the Google+ app again improves likelihood
  3. There is some form of linguistic filter that is tripped when certain phrases are made - or posts are too similar in nature.

So we began to recruit actual patients of a few client orthodontists to perform a few tests as follows (each group is 2 people, we had 1 per group per week attempt to review over 5 weeks):
Patient Group 1 actively uses Google+ on home computer
Patient Group 2 actively uses Google+ on smartphone
Patient Group 3 is new to Google, uses home computer
Patient Group 4 is new to Google, uses smartphone​
We found very little discrepancy between each group as to what % of their posts went "live." Each group was successful for the given orthodontic practice 0 out of 2 times. Ironically, group 4 (new, smartphone) had 1 out of 2.
So we altered the experiment and asked two of the patients (one from group 2, one from group 4) that were unsuccessful posting for our client to make the EXACT same post for another practice 30 miles away in the same week (not a competitor and a friend of our client). Both of the reviews went live.

My takeaway is that some pages must themselves have higher "trust value" with Google than others. So what the @$#& can we do to figure out what facet of a page makes it less trustworthy than another?
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,313
Reaction score
4,241
Very interesting Carleton! Thanks SO much for sharing.

I have to admit I only had time to skim BUT based on that my initial thought is, it seems like possibly this listing has a red flag on it for some reason. Maybe some type of previous review pattern tripped a filter and most reviews are being filtered at this practice now.

That would account for the myriad of SMBs (and many Dentists) that are saying NONE of my new reviews are showing up.

My other thought but maybe this is not correct is - IF your client was the 1st review these people made it didn't show due to only one review and lack of trust. BUT the 2nd review showed because now they are not virgin reviewers. (Not sure it's true or makes sense, just throwing it out there.)
 
Joined
Jul 20, 2012
Messages
31
Reaction score
1
It has to be the "red flag" thing . . . because we even had them edit and resubmit their reviews after leaving a few others for local restaurants, gyms, etc. Never went live. But not knowing what caused the flag to occur is problematic. The client follows Google's rules to the letter - because we serve as the consultant, they don't do anything without our explicit guidance on "how to." We even create all their print and online materials, so I know they've never done anything improper.

So to figure out how to "unflag" . . .
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,313
Reaction score
4,241
Do you think most of their reviews in past came from email links, either due to a newsletter that asked for reviews and could have created a "wave" or individual follow up emails after each appointment?
 
Joined
Jul 20, 2012
Messages
31
Reaction score
1
Yes, certainly in two to four pretty significant waves having to do with newsletters and events hosted by the practice. But this is true for the other practice as well. So I don't think the velocity of reviews is the flag-maker. I have removed the places page from our master account and am reclaiming from their account. I'm thinking that the flag might be due to our having claimed it into an account that still admins 30 or so pages. Maybe Google specifically has it in for Ingenuity?
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,313
Reaction score
4,241
Or maybe not has it in for your company specifically, BUT for agencies that have multiple clients in the same account? That's an interesting theory.

And as I always say, when Google leaves us in the dark it makes it easy to come up with all kinds of conspiracy theories. But really who knows? All we can do it test and guess sometimes.
 

BCLocal

Member
Joined
Jul 31, 2012
Messages
32
Reaction score
4
Great little case study! Keep us posted on any new developments.

I'm having a similar issue with the listings I manage. We follow Goog's Quality Guidelines to a T and we still can't get new reviews to show. With one location, we specifically asked 1 client to give us a review, they did so and it's been over a month and a half now and still nothing. We were going to add it in a newsletter but have held off until we know the review system works.

The review was honest, wasn't spammy in my opinion (I have a screen shot of the review if needed), we had the client try posting the review in different browsers etc, still nothing.

Now, they are "new" to Google+ but that shouldn't be a factor IMO. If Google is going to make EVERYONE join Google+ in order to leave a review, age of account shouldn't matter.

I'm seeing this issue on quite a few locations. Any other thoughts or suggestions aside from physically mailing the review to Mountain View CA?!

Thanks,

Brandon
 

rossicone

Member
Joined
Jul 24, 2012
Messages
82
Reaction score
9
Yikes! I was unaware that a specific listing could be flagged causing the reviews to not display, compared to individual reviews being flagged.

Linda, you mentioned "Maybe some type of previous review pattern tripped a filter and most reviews are being filtered at this practice now." We have created a page on our client's websites that have links to their listings on different review websites. We have since removed all links sending patient's to their Google listings, but do you think that Google could have flagged our client's listings because people were being sent directly to then in the past?

A lot of our client's have mentioned to us that their patients' reviews are not showing up...

If this is the case, how would we go about getting our clients' listings unflagged? Every review has been legitimate.

Thanks!
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,313
Reaction score
4,241
Well I don't know for sure that's the case. Not sure that listings get flagged causing all new reviews to not show. HOWEVER I've seen so many complaints in the G forum saying NONE of my new reviews are showing. Every new review that's supposedly legit for all these indiv businesses can't be tripping a filter. If NO new reviews are showing then it seems more like the listing is black marked. But don't know for sure.

My best review advice is to follow Mike's latest advice. Think it's wise.
Asking for Reviews (Post Google Apocalypse)
 
Joined
Jul 20, 2012
Messages
31
Reaction score
1
I want to add some fuel to this discussion. I have a client that has apparently been flagged by Google (no idea why, all legitimate reviews). Of his original 50+ he now has 5. New reviews sometimes make it live, but they disappear within two weeks. The interesting part is some of these reviewers are part in his personal Google+ circles. So when they leave a review, it shows in his SERP that they've left a review, but the review itself doesn't show. I'm attaching a screenshot so you can see what I'm describing (Hulse Ortho).

To mention, we've seen that these reviewers have left reviews for other area businesses, and they continue to show . . . which leads to the conclusion that Google doesn't distrust the reviewer, but the company being reviewed.

One more interesting observation - Google also seems to have a geographic component to the filter. Realizing that dentists are universally disliked by Google, we would expect that they ALL lose reviews equally across all of the US. But that's not the case. Every dentist/orthodontist in Carlsbad has lost the majority of their reviews. (The one exception is the practice with 7 - see screenshot. They had the fewest but didn't lose any . . . now they have the most.) Anyway, if you look at a market in Orlando, where there are three practices that use a rep management company to write phony review actively, there is almost zero reduction by Google. As a note, we know of the phony reviews because we're a member of their study club at which they recommended the use of said rep management companies.

The hard part is figuring out how to regain Google's trust. She (erroneously) suspected some malfeasance on the part of the page, deleted the reviews, and red-flagged it. We've made sure that he asks for reviews on Yelp, InsiderPages, etc. to spread the directory balance, but Google seems to be his patients' brand of choice. Suggestions appreciated.

Hulse Orthodontics - Google+ Hulse_SERP.jpg

Hulse_SERP.jpg
 

Linda Buquet

Moderator
Local Search Expert
Joined
Jun 28, 2012
Messages
13,313
Reaction score
4,241
Carleton, so sorry you are still having problems with the Hulse account. Must be SOOOOO frustrating!

Thanks for the screen shots and all the details.

Every dentist/orthodontist in Carlsbad has lost the majority of their reviews. (The one exception is the practice with 7 - see screenshot. They had the fewest but didn't lose any . . . now they have the most.)

I don't see anyone in screenshot with 7 reviews. But I searched and found it. It's LaCosta but all their reviews are over a year old, so who's to say they have not been getting recent reviews that are blocked as well.

The geo blocking does not make sense to me and of course it always seems crazy when you see reviews you KNOW are fake standing and legit reviews are getting filtered!

Wish someone could figure out what's going on and make sense of what's blocking some accounts that are just honest businesses getting honest reviews.
 
Similar threads
Thread starter Title Forum Replies Date
AndySimpson How to upload Google's FREE Google My Business review video as a GMB post - Part 2 Google My Business & Google Maps 0
AndySimpson How to upload Google's FREE Google My Business review video as a GMB post - Part 1 Google My Business & Google Maps 12
Cordell Crowley New? Google Auto-Generating "Suggested Post" w/ Customer Review Google My Business & Google Maps 2
Phil Rozek Google Plus page no longer required to post Google reviews Local Reviews 3
hollypowell Google Reviews are not sticking after people are posting them Local Reviews 5
Chris Ratchford "For $5000 we can post reviews to your Google Places listing!" Snake Oil Salesmen Google My Business & Google Maps 12
harmony How Does Google Choose Service Options in a Review? Local Reviews 6
abbiebeltran Google Reviews Now Have 'Service-Testimonial-Tags' at the Top Local Reviews 1
djbaxter Google Maps Removed 55M Reviews & 3M Fake Business Profiles Spam on Google 2
C Fake google reviews on google my business Contact Us Messages 2
M Google rule for collecting reviews from a dedicated tablet inside a store ? Local Reviews 8
R Facebook reviews dropped to 0; Google filtering reviews temporarily? Local Reviews 2
Koray Tuğberk GÜBÜR Review Schema Mark up and Google My Business Reviews Local Search 4
djbaxter How to Delete a Google Review Local Reviews 1
NevenaIvanova Review replies disappeared from Google Google My Business & Google Maps 9
nathangdavidson Anyone using Google's Marketing Kit tool to promote reviews? Google My Business & Google Maps 5
h.ottenhausen Google Reviews on Website (SABs) Service Area Businesses 0
mihir23192 What could have caused the sudden jump in Number of Google Reviews? 50 to 3500 Help & Support for Google Local 2
hollykaufman Google Review Responses Missing Local Reviews 2
Danish Blackmail Review (Asking money to remove it) | Google support does not wish to take it down Local Reviews 2
Y One of my rivals bought 5 stars 100 spam reviews in 2 weeks Google does not care Google My Business & Google Maps 1
rickvidallon Google Not Updating Number of Reviews Local Reviews 2
kathleen.rhodes DUP Any news on Google resuming GMB Reviews? Recycle Bin 0
Jac Delay notice on new Google review is removed Local Reviews 0
Jac Any news on Google resuming GMB Reviews? Local Reviews 62
keyserholiday New Google reviews are working Local Reviews 3
M Multiple reviews changed to “A Google User” Help & Support for Google Local 2
keyserholiday Google review replies are working again. Local Reviews 6
nathangdavidson Asking clients to use specific words in Google reviews, against guidelines? Local Reviews 2
JoyHawkins Google suspends reviews and Q&A for Covid-19 Google News: Important Changes & Features 27
FriarTuck00 Big Jump in Number of Google Reviews - Why? Local Reviews 3
P WP Plugins to display reviews from Google no longer work due to API keys issues Websites, Software, and Security 4
D Do you need a Google account to leave a review? Local Reviews 8
J Fake Google Reviews How To Report The Most Effective Way? Spam on Google 1
Michael Charvet Google Dropping Reviews for Education Institutions? Local Reviews 2
D Do google punish google my businesses with only 5 star reviews? Recycle Bin 1
D Duration After Visit to Solicit Google Reviews Recycle Bin 0
mattrigg Duration After Visit to Solicit Google Reviews Google My Business & Google Maps 2
BrandonSchmidt Positive Attributes appearing in Google Reviews? Local Reviews 3
JoyHawkins Google Adds "Get More Reviews" Button in Knowledge Panel Google News: Important Changes & Features 3
J Negative Google Reviews that have been hidden behind fake business Moving or Name Changes 10
W Do keywords in Google My Business (GMB) reviews help ranking Local Reviews 3
Y Do google punish google my businesses with only 5 star reviews? Help & Support for Google Local 6
djbaxter Bank employee gives customer's business negative Google Review after frustrating phone call Local Reviews 1
djbaxter Fake Product Review Sites: New Type of Spam Exploit in Google Spam on Google 0
M Google Reviews Not Showing Up for our Client Local Reviews 6
Cordell Crowley Google My Business Review: Auto-Suggested Reply Google My Business & Google Maps 8
djbaxter Local U 2019: Map Spam, Review Stars, Google Winning, Yelp Losing, and Joy Hawkins Local Search 0
Caroline S Am I safe including Google's logo in my website for review link purposes? Websites, Software, and Security 3
MKubot Export Google Reviews Local Reviews 3

Similar threads

Login / Register

Already a member?   LOG IN
Not a member yet?   REGISTER

Most UpVoted Answers

LocalU Podcasts

  Promoted Posts

New advertising option: A review of your product or service posted by a Sterling Sky employee. This will also be shared on the Sterling Sky & LSF Twitter accounts, our Facebook group, LinkedIn, and both newsletters. More...
Google Product Exert


Top Bottom