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Mysterious Seller Ratings

[ Edited ]
Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Has anyone seen metrics on their Seller Ratings Page that appear to have been generated by Stella Service, see link below. After some investigation it actually turns out these metrics have been created by Google placing their own test orders. Did anyone know they were doing this? Not me!

 

https://www.google.co.uk/shopping/seller?q=8630875

 

My main issue is, this data clearly has a greater weighting against the Seller Rating. Eg, look at the same page for John Lewis. They're third party reviews from TrustPilot are terrible, only 1.4 compared to our 8.5. Their overall seller rating however is 4.2. This clearly shows Google's own data makes a huge difference to the overall Seller Rating.

 

https://www.google.co.uk/shopping/seller?q=johnlewis.com

 

Now we don't put ourselves in the same box as John Lewis, however similar companies to ourselves have an advantage as they're score is only being calculated using the external review data. Fair, I think not. Google will provide no information about how and when this data was collected.

 

James

3 Expert replyverified_user

Re: Mysterious Seller Ratings

[ Edited ]
Top Contributor
# 2
Top Contributor
Hi James,

Stella Services has been around since 2011 when AdWords integrated with Google Trusted Stores and embarked on showing Stella Service Ratings in the United States, just a few days before Black Friday and Cyber Monday. They measure and analyze the quality of online shopping experience in English, French and German. The company is Google's independent partner.

I cannot comment on their weight in calculations, however, it's probably substantial, due to an established and close working relationship.

Best,
Lakatos

Re: Mysterious Seller Ratings

Top Contributor
# 3
Top Contributor
A small addition:
Google relies on a number of vendors to grade merchants. Stella is on of them.
Read more here:
https://support.google.com/merchants/answer/190657?hl=en
and here:
https://support.google.com/adwords/answer/2375474?hl=en
Moshe, AdWords Top Contributor , Twitter | Linkedin | Community Profile | Ad-Globe
Did you find any helpful responses or answers to your query? If yes, please mark it as the ‘Best Answer’

Re: Mysterious Seller Ratings

Rising Star
# 4
Rising Star
Please complete this Google form - https://docs.google.com/forms/d/1otoIezAwuESAk9_u4gF_o9Ry29Q-rZiQ9aidLIBamE4/viewform to request an evaluation from Google/Stella Services.

_________________________________________________________________________
Director of Marketing | Nehmedia | Partner Profile

Re: Mysterious Seller Ratings

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭
Hello,
We have exactly the same problem.
Can you also cancel this service using that form ?