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Business Star Rating - Incorrect

Visitor ✭ ✭ ✭
# 1
Visitor ✭ ✭ ✭

Hello - Two of our customers just left us great google reviews. We received an email notification letting us know and in the email it said - You just got a 5 star review, however when we click to view the review it is only showing as 2 stars. This is clearly incorrect by reading the reviews and both customers said they left 5 stars. Also if they truly did leave a two star review wouldn't this bring our average down? Our average stayed the same. Can this be fixed?

 

Thank you! 

 

2 Expert replyverified_user

Re: Business Star Rating - Incorrect

Top Contributor
# 2
Top Contributor
Please include the following with your question:
1. Full business name
2. Current business address
3. Current telephone number
4. Google+ URL
_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Re: Business Star Rating - Incorrect

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭
My client Kelli Vishnevetsky left review for my business Motivator Personal Training Co. She rated my business with 5 stars.
Your conformation email shows only 1 star.
Please fix this problem as soon as possible.
Thank you Al V

Re: Business Star Rating - Incorrect

Top Contributor
# 4
Top Contributor
You are Al Vishnevetsky and got from Kelli Vishnevetsky a review - right and Kelli is oyur client - bnor at all a family member?

And this http://www.motivator.net/ is your business page?
And the business is located in Tuscon AZ as "The Motivator"

Supposed the above is your business website the name of the business is "The Motivator" but not at all "Motivator Personal Training Co."

And this is the listing for "The Motivator": https://goo.gl/maps/2a5KTs7fC2S2

It doesn't contain at all any one-star review.
But it contains a five star review of a Kelli Vishnevetsky: https://goo.gl/KUD1IA
and the "owner" (You) answered a Response from the owner in the last week
"Thanks!"

So I'm really wondering about what things to fix you are complaining?


Maybe there is any other (spammy???) business page beside of "The Motivator" owned also by Al Vishnevetsky and called "Motivator Personal Training Co." and also gotten a review of a "Kelli Vishnevetsky" like this https://goo.gl/KUD1IA

I then would like to get a link to this other business page to investigate deeper.

Have a nice Sunday though
_________________________________________________________________________
Helmut Geissler, Google My Business Top Contributor   |  my G+ profile

Business Star Rating - Incorrect

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

We are also having the same problem. We have seven reviews that 5 star or aleast what we can see. but we only have a rating of 4.7. Why is that? Anyone know?

Business Star Rating - Incorrect

Top Contributor
# 6
Top Contributor

Hi Liberty J

 

This is because Google doesn't use a straight average to calculate review averages. Although no-one knows the exact calculations (secret Google sauce) this article by Mike Blumenthal is a good explainer as to what they might be doing: http://localu.org/blog/google-show-4-8-rating-5-star-reviews/


Priya Chandra, Google My Business Top Contributor
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