Google Reviews

Undervalued

Does anybody have experience of "policing" Google reviews?

I am involved with a largely voluntary charitable organisation. We understandably don't get many reviews from users of the service we offer. However unfortunately we think one individual, who admittedly had a valid grievance, is posting regular fairly damming one star reviews.

Yes, he had a valid complaint a couple of years ago which we acknowledged and apologised. We reimbursed his costs and I suppose you would have to say he was is entitled to post a one star review about his experience. It is well written and although pretty cutting, it is largely true. Fair enough.

However, we are almost certain that he is behind quite a number more equally negative reviews that appear every four to six weeks. Obviously from a different Google user ID each time. The "user" has always posted several previous reviews, generally 4 or 5 star, about other local businesses, cafes or national chains which helps give then some credibility.

Google don't seem interested at all. Ironically though, we tried to get a few friends to post positive reviews to give some balance but some of these have been removed for not being genuine! We assume the chap that doesn't like us also sends in complaints to Google?

Any suggestions would be appreciated. Thanks.

Neil_Jones

The modern trend is to get nagged by Google to "review" everywhere you've just been.  Review the Lidl store you've been in, review the library you just walked past, review the piece of pavement under that rock over there...

This falls under user generated content, and is why Google will not normally give one iota about it, and in all honesty there isn't really a lot you can do about it.  Posting positive reviews to offset the balance trips the algorithm that the reviews may not be genuine, so that was probably not the wisest thing to do  particularly if they all appeared in a short space of time from the same connection.

Best thing to do would be to just ignore it, genuine reviews that attract 3/4/5 starts will eventually push it out and the average up.  There is no pleasing some people sometimes no matter how much you bend over backwards and its perfectly possible that you can provide the best service on the planet, and still only get one star for it on Google Reviews.  Sometimes its because they haven't read the rating system properly though.

Undervalued

Neil_Jones said:

The modern trend is to get nagged by Google to "review" everywhere you've just been.  Review the Lidl store you've been in, review the library you just walked past, review the piece of pavement under that rock over there...

This falls under user generated content, and is why Google will not normally give one iota about it, and in all honesty there isn't really a lot you can do about it.  Posting positive reviews to offset the balance trips the algorithm that the reviews may not be genuine, so that was probably not the wisest thing to do  particularly if they all appeared in a short space of time from the same connection.

Best thing to do would be to just ignore it, genuine reviews that attract 3/4/5 starts will eventually push it out and the average up.  There is no pleasing some people sometimes no matter how much you bend over backwards and its perfectly possible that you can provide the best service on the planet, and still only get one star for it on Google Reviews.  Sometimes its because they haven't read the rating system properly though.

Not in this case sadly. Without going into details it is not the sort of charitable service that many of the beneficiaries are likely to want to say publicly that they received, however grateful they may be. So, sadly we collect another poor review every month or so with little to balance it unless we actively solicit positives.

I take your point about the little glut of positive reviews. It wasn't my idea and although I am sure it was done with good intentions I think it breaks the rules.

Interesting that the algorithms haven't picked up the chap leaving repeated negatives. Assuming we are right he must be being clever enough not to trigger anything. Certainly very articulate and determined though! Quite often any positive publicity we generate gets misused to make these reviews seem more believable. Frankly it is a talent that could be put to better use!

Neil_Jones

Personally I don't pay any attention to what Google Reviews says for anything - anything that is user generated and/or solicited will always attract the edge cases who know how to play the system, no matter what safeguards you put in.

Strange as it may seem it is probably more appropriate to leave "bad" reviews as these tend to show where areas of improvement can be in the offering, whereas saying things are pitch perfect for everywhere you've ever been could be seen as trying to influence the ratings.  It's a fine balancing act sometimes.

Use old fashioned good publicity collected by yourself as opposed to what others can post.  You'll have more control over it that way.  If people want to post 1 star reviews on Google Reviews you can't realistically stop them.

eddddy

You could try replying to the reviews - very politely and positively, to try to avoid inflaming the situation.  Maybe saying something like:

"We don't recognise you as a recent user of our service, however you seem to be posting 1 star reviews of us each month under different user names. If we've done something to upset you, please contact us to let us know. We'd be very happy to discuss it with you."

That might at least reassure other people reading the reviews a bit.

But, like I say, it might just anger the person making the reviews, and so they escalate their tactics - and attack your organisation in other ways.

Undervalued

Neil_Jones said:

Personally I don't pay any attention to what Google Reviews says for anything - anything that is user generated and/or solicited will always attract the edge cases who know how to play the system, no matter what safeguards you put in.

Strange as it may seem it is probably more appropriate to leave "bad" reviews as these tend to show where areas of improvement can be in the offering, whereas saying things are pitch perfect for everywhere you've ever been could be seen as trying to influence the ratings.  It's a fine balancing act sometimes.

Use old fashioned good publicity collected by yourself as opposed to what others can post.  You'll have more control over it that way.  If people want to post 1 star reviews on Google Reviews you can't realistically stop them.

Thanks for responding again.

It is hard to judge how much potential users of a service are influenced by online reviews. If there were a steady stream of genuine reviews, be they good, bad or indifferent, I would be far less bothered. 

What we suspect is happening here is that one intelligent and articulate individual with an axe to grind is running a campaign to discredit the organisation. 

Obviously we do seek good publicity whenever we can. However that often seems to get weaved into these "reviews" to make them seem more genuine.

Undervalued

eddddy said:

You could try replying to the reviews - very politely and positively, to try to avoid inflaming the situation.  Maybe saying something like:

"We don't recognise you as a recent user of our service, however you seem to be posting 1 star reviews of us each month under different user names. If we've done something to upset you, please contact us to let us know. We'd be very happy to discuss it with you."

That might at least reassure other people reading the reviews a bit.

But, like I say, it might just anger the person making the reviews, and so they escalate their tactics - and attack your organisation in other ways.

We responded to their initial genuine review, which was posted after we had responded to their original complaint where we apologised and reimbursed their expenses. Obviously though, it was fairly bland along the lines of "sorry you were disappointed and we wish you well for the future". 

I don't think I would feel comfortable accusing them of leaving multiple fake review without some hard proof. Yes, we are 99% "sure" but we have no actual evidence.

J_B

I had terrible service from 'Towbars on the Drive' (Birmingham)

I posted a few 1 star reviews using my several gmail accounts to vent my anger (is there an embarrassed emoji?)

I also posted a review on Yell.com where they advertise. Sadly, with them paying for the advert, Yell give them a right to reply basically saying that I was unreasonable ...

Undervalued

J_B said:

I had terrible service from 'Towbars on the Drive' (Birmingham)

I posted a few 1 star reviews using my several gmail accounts to vent my anger (is there an embarrassed emoji?)

I also posted a review on Yell.com where they advertise. Sadly, with them paying for the advert, Yell give them a right to reply basically saying that I was unreasonable ...

Which is I think a breach of Google's policy and exactly what we suspect is happening in our case. Proving it and getting anything done about it is another matter!

J_B

Undervalued said:

Which is I think a breach of Google's policy and exactly what we suspect is happening in our case. Proving it and getting anything done about it is another matter!

Whoops, better change my post to say that 'someone told me'

Undervalued

J_B said:

Undervalued said:

Which is I think a breach of Google's policy and exactly what we suspect is happening in our case. Proving it and getting anything done about it is another matter!

Whoops, better change my post to say that 'someone told me'

Still would be a breach I think!
If I remember correctly a Google Review is only supposed to reflect your own experience, not hearsay and rumour!