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  1. #1
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    Google Reviews Posting / Not Posting - Interesting Find

    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?

  2. #2
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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.)
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

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    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  3. #3
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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" . . .

  4. #4
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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?
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

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    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  5. #5
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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?

  6. #6
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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.
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  7. #7
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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

  8. #8
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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!

  9. #9
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    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)
    Linda Buquet .:. Forum Founder, Google Local Specialist

    If you benefit from advice here... Please pay the community back by sharing on social OR helping someone else at the forum. Thank you!

    Don't Miss Important News & Tips! Subscribe to Daily Email Digest Here

    Note: Due to mulitple RSI injuries, pardon short replies. Typos? Blame it on "Dragon".

  10. #10
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    Re: Google Reviews Posting / Not Posting - Interesting Find

    Thank you!

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