Posted by MiriamEllis
Did you recently notice a minor or major drop in your Google review count, and then realize that some of your actual reviews had gone missing, too? Read on to see if your experience of removal review was part of the action Google took in late May surrounding anonymous reviews.
A: As nearly as I can pinpoint it, Google began discounting reviews left by “A Google User” from total review counts around May 23, 2018. For a brief period, these anonymous reviews were still visible, but were then removed from display. I haven’t seen any official announcement about this, to date, and it remains unclear as to whether all reviews designated as being from “A Google User” have been removed, or whether some still remain. I haven’t been able to discover a single one since the update.
A: If, prior to my estimated date, you had reviews that had been left by profiles marked “A Google User,” and these reviews are now gone, that’s the diagnostic of why your total review count has dropped.
A: If you’ve lost reviews from non-anonymous profiles, it’s time to investigate other causes of removal. These could include:
A: One month later, these reviews remain absent. This is not a bug, and seems unlikely to be a test.
A: Never say “never” with Google. From their inception, Google review counts have been wonky, and have been afflicted by various bugs. There have been cases in which reviews have vanished and reappeared. But, in this case, I don’t believe these types of reviews will return. This is most likely an action on Google’s part with the intention of improving their review corpus, which is, unfortunately, plagued with spam.
A: Reviews designated by this language came from a variety of scenarios, but are chiefly fallout from Google’s rollout of Google+ and then its subsequent detachment from local. As Mike Blumenthal explains:
As recently as 2016, Google required users to log in as G+ users to leave a review. When they transitioned away from + they allowed users several choices as to whether to delete their reviews or to create a name. Many users did not make that transition. For the users that chose not to give their name and make that transition Google identified them as ” A Google User”…. also certain devices like the old Blackberry’s could leave a review but not a name. Also users left + and may have changed profiles at Google abandoning their old profiles. Needless to say there were many ways that these reviews became from “A Google User.”
A: Whether this action has worked out well or poorly for you likely depends on the quality of the reviews you’ve lost. In some cases, the loss may have suddenly put you behind competitors, in terms of review count or rating. In others, the loss of anonymous negative reviews may have just resulted in your star rating improving — which would be great news!
As to Google’s intent with this action, my assumption is that it’s a step toward increasing transparency. Not their own transparency, but the accountability of the reviewing public. Google doesn’t really like to acknowledge it, but their review corpus is inundated with spam, some of it the product of global networks of bad actors who have made a business of leaving fake reviews. Personally, I welcome Google making any attempts to cope with this, but the removal of this specific type of anonymous review is definitely not an adequate solution to review spam when the livelihoods of real people are on the line.
A: Unfortunately, no. While it does mean you’re unlikely to see reviews marked as being from “A Google User”, it does not in any way deter people from creating as many Google identities as they’d like to review your business. Consider:
A: No, not really. I empathize with the business owners expressing frustration over the loss of reviews they were proud of and had worked hard to earn. I see actions like this as important signals to all local businesses to remember that you don’t own your Google reviews, you don’t own your Google My Business listing/Knowledge Panel. Google owns those assets, and manages them in any way they deem best for Google.
In the local SEO industry, we are increasingly seeing the transformation of businesses from the status of empowered “website owner” to the shakier “Google tenant,” with more and more consumer actions taking place within Google’s interface. The May removal of reviews should be one more nudge to your local brand to:
A: A Google rep once famously stated,
“The wiki nature of Google Maps expands upon Google’s steadfast commitment to open community.”
I’d welcome your opinions as to how Google should deal with review spam, as I find this a very hard question to answer. It may well be a case of trying to lock the barn door after the horse has bolted, and Google’s wiki mentality applied to real-world businesses is one with which our industry has contended for years.
You see, the trouble with Google’s local product is that it was never opt-in. Whether you list your business or not, it can end up in Google’s local business index, and that means you are open to reviews (positive, negative, and fallacious) on the most visible possible platform, like it or not. As I’m not seeing a way to walk this back, review spam should be Google’s problem to fix, and they are obliged to fix it if:
Knowing that Alphabet has an estimated operating income of $7 billion for 2018, I believe Google could fund these safeguards:
Now it’s your turn! Let’s look at Google’s removal of “A Google User” reviews as a first step in the right direction. If you had Google’s ear, what would you suggest they do next to combat review spam? I’d really like to know.
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