In 2 days, a loss of 20 reviews
I have a cosmetic dentist client, in Belgium, who had 95 reviews. And in 2 days, he lost 20 good reviews (10 reviews per day), from real customers. The problem is that his rating went down drastically because they were only 5 star reviews.
Yesterday he got a 5 star review from a real customer and this morning he disappeared.
Have you ever experienced such a scenario? What could be the cause?
Thank you in advance for your help.
highbaud last edited by
This has happened to me on occasion, they should eventually turn back up in my experience (except Yelp is pretty harsh)
MarketAPeel last edited by
@jonathanleplang yeah they will do that - remove them until they can verify - if they take the time to verify. They are preserving their reputation as. a reputable platform with real reviews. They can't tell the difference between real clients and fake ones - so they remove all suspicious ones. - including past ones b/c once something becomes suspicious the whole thing does
@marketapeel Thank you for taking the time to read my problem and for posting a relevant response. I think that is where the problem lies. We sent his client listing the link to post a review on the clinic when before he only had 3 reviews per month. But the strange thing is that it was real customer reviews that were deleted and only the positive ones unfortunately.
@miriamellis Hi Miriam, Thank you very much for taking the time to reply and for posting these useful links. I never miss one of your inspiring posts.
MarketAPeel last edited by
@miriamellis Thanks for sharing these links.
As someone who worked in the online review world, I can say that a sudden increase in reviews - all good reviews - can trigger a red flag because it looks suspicious.
If you want to ensure you don't get flagged for suspicious activity, you need to ensure review activity looks plausible. If you have a huge amount of past customers and you are asking them for reviews, send out email requests for reviews in batches over an extended period of time so you are getting a few reviews a day and growing over time. Not a sudden spike.
webduh last edited by
@jonathanleplang Hi Jonathan, sorry to hear about your client's predicament. Review loss of this kind typically happens for two reasons.
One, there's a bug in Google. Check the Google Business Profile help community and Sterling Sky's Local Search Forum when review loss happens to see if others are reporting a similar experience. There have been historic periods in which Google has accidentally made reviews disappear and then reinstated them.
The second cause is that Google has removed the reviews because they became suspicious about the profile, for some reason. For example, here's a recent article about a business losing the majority of its reviews because of review gating: https://www.sterlingsky.ca/google-removes-hundreds-of-reviews/ and another about why new reviews might not be publishing: https://www.sterlingsky.ca/google-reviews-not-publishing/. Read those with the client and try to root out whether they might unknowingly be violating Google's guidelines (see: https://support.google.com/local-guides/answer/7400114?hl=en#zippy=%2Cadvertising-solicitation%2Cfake-engagement)
If you are unable to discover the cause of what is happening, it's time to contact Google about the case. Good luck!
mandeepsingh12 last edited by
@jonathanleplang can i check your listing then I can give you solutions for that.
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