Google is currently deleting a significant number of reviews, with 73.1% of those removed being 5-star ratings. This trend reflects Google's efforts to combat fake and incentivized reviews, which can distort businesses' online reputations. Research conducted by GMBapi, analyzing over 5 million reviews, reveals that while negative reviews are also targeted, they are less frequently deleted compared to positive ones.
- Alarming Trend: Google is deleting a significant number of reviews, particularly 73.1% of deleted reviews are 5-star ratings. This indicates a crackdown on fake and incentivized reviews to maintain platform integrity.
- Impact on Businesses: Businesses engaging in practices like buying reviews risk losing their positive feedback and could face disabling of their review sections.
- Review Deletion Patterns: While 1-star reviews are also deleted, they rank second in frequency. Moderate reviews (2 to 4 stars) are less likely to be removed, as they appear more balanced.
- Engagement Matters: A notable finding is that 66.1% of deleted reviews had no business replies. Engaging with all reviews can help reduce deletion likelihood and shows customers that businesses value feedback.
- High-Risk Categories: Reviews about "Service and Staff" are most frequently deleted, likely due to the high volume of such feedback which can lead to generic or inauthentic responses.
- Machine Learning Insights: Factors like review sentiment, length, and rating influence deletion decisions. Shorter reviews may be flagged for lacking substance.
Recommendations for Businesses
- Engage with reviewers: Respond promptly to all feedback.
- Utilize SEO tools: Use management software for tracking reviews.
- Avoid incentivized reviews: Focus on organic customer feedback.
- Stay informed: Keep up with Google's policies and algorithm updates.
- Report fake reviews: Help maintain a transparent review ecosystem.
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