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Google Customer Reviews - How to get survey opt-in on mobile?

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

Hi everyone,
We are planning to start collecting reviews on free Google platform:
https://support.google.com/merchants/answer/7124513
We've made a test page where we've finished the integration steps. But it seems that the survey opt-in is not displayed on mobile devices. Only on desktop.

And I can't find any information regarding the support of this feature for mobile devices. I've tried contacting google but they are not able to assist me since it is a free product and no support is available.

I hope someone is able to help me.

Thanks in advance!

1 Expert replyverified_user
1 ACCEPTED SOLUTION

Accepted Solutions
Marked as Best Answer.
Solution
Accepted by Celebird (Top Contributor)
July

Re: Google Customer Reviews - How to get survey opt-in on mobile?

[ Edited ]
Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Good news! Sometime in the past week mobile opt-ins began working. Saw a big spike in my opt-in stats for the past week, so tested and found it working. The integration instructions at https://support.google.com/merchants/answer/7106244?hl=en has a yellow information banner that reads "The survey opt-in works on desktop and mobile. Be sure to add the opt-in code snippet to both your desktop and mobile sites."

 

So, I would call this one truly "Solved."

View solution in original post

Google Customer Reviews - How to get survey opt-in on mobile?

[ Edited ]
Top Contributor
# 2
Top Contributor

be certain that the op-in code is in a supported country,

on a supported device, and specifies a language in the

lang parameter -- note that lt is currently not officially a

supported language.

also, be certain the opt-in code is properly implemented within
the checkout-flow and an order confirmation page is included --
https://support.google.com/merchants/answer/7106244#troubleshooting


otherwise, forum-members do not have access to the opt-in
details with respect to the google-customer-review-program or

supported devices -- for issues with the google-customer-review

program google may be contacted directly using the following form:
https://support.google.com/merchants/contact/gcr_merchant_contact?source=not_showing

Google Customer Reviews - How to get survey opt-in on mobile?

Visitor ✭ ✭ ✭
# 3
Visitor ✭ ✭ ✭

Thank you,

 

Just if it helps we've implemented the code on test page here:

www.dilling.se/test/

And the opt-in opens on Desktop but it is not visible on mobile. And the language is supported and has been set right.

 

In case there is nothing more you could add again thank you very much. And I will try to contact Google again from the link you've provided.

Re: Google Customer Reviews - How to get survey opt-in on mobile?

Visitor ✭ ✭ ✭
# 4
Visitor ✭ ✭ ✭

The quick answer is that it does not work on Mobiles !!!

Just got this reply from Google:

 

"Thanks for getting in touch with Google Customer Reviews (GCR) program. My name is Priscilla from the Google Customer Reviews team and I'd be happy to assist with your queries.

Good to know that the GCR opt-in opens on desktop and tablet, this is a good sign that all is working as intended and no troubleshooting is necessary.

I’m happy to clarify you, why the GCR opt-in survey is not showing in mobile version. The reason is because the Google Customer Reviews codes do not trigger on mobile devices..Thanks for your feedback though and we will take it onboard for future reference. Should you have any additional questions or concerns, please feel free to let me know."

 

Would have been nice if Google could have let customers know that this will not work on mobile devices when they released the code, would have saved me a lot of time.

 

Re: Google Customer Reviews - How to get survey opt-in on mobile?

Visitor ✭ ✭ ✭
# 5
Visitor ✭ ✭ ✭

I ran into this immediately, and saw this post a few days after it was posted. I find it amazing that there doesn't appear to be other discussion of the problem, and no solution forthcoming from Google, since there is so much emphasis on mobile.

 

Fully 75% of my customers buy on mobile devices. For the past 3 months I've averaged 3 survey responses received per week, meaning that I would barely meet the 150 minimum in a year. If that were extrapolated to include a similar response from mobile customers I should have 12 a week, and meet the minimum in 3 months.

 

Most discouraging!

Google Customer Reviews - How to get survey opt-in on mobile?

Top Contributor
# 6
Top Contributor

this is mainly a peer-to-peer forum.

 

feedback may be given more directly to google --

https://support.google.com/adwords/contact/aw_complaint

https://support.google.com/merchants/contact/gcr_merchant_contact

 

Re: Google Customer Reviews - How to get survey opt-in on mobile?

Visitor ✭ ✭ ✭
# 7
Visitor ✭ ✭ ✭

It amazes me that there has not been more publicity given to this and that Google STILL does not have this working on mobile devices after the effort Google has given to pushing everything Mobile

 

Re: Google Customer Reviews - How to get survey opt-in on mobile?

Visitor ✭ ✭ ✭
# 8
Visitor ✭ ✭ ✭

Steve R wrote:

It amazes me that there has not been more publicity given to this and that Google STILL does not have this working on mobile devices after the effort Google has given to pushing everything Mobile

 

Yes definitely amazing, and still nothing in the program's explanation and implementation pages, at least as far as I can find. The only way anyone will know it doesn't work will be through finding this message thread, but at least it shows up at the top for a search of "google customer reviews not working mobile" which may save a bit of frustration. Celebird appears not to understand that this is one of the values of this peer-to-peer support.

Google Customer Reviews - How to get survey opt-in on mobile?

[ Edited ]
Top Contributor
# 9
Top Contributor

first, thank you for the forthright feedback.

 

there is certainly an understanding that peer-to-peer-support
can, and does, correct information and fills gaps of information,
that are currently missing, or not explained fully or properly,
in google's official help and implementation pages -- and are
essential, important, and valuable qualities of the community.

posting here, so the information is clear and widely read --
specifically, that the opt-in feature is currently not working on
mobile-devices, and the opt-in feature not working on mobile
devices is currently not in any of google's public documents --
is definitely understood as important.

the primary impetus for mentioning that this is mainly a peer-to-peer forum,
was, rather, to simply offer the direct-feedback link as an option and to
indicate that giving feedback, more directly to google, about anything wrong
or missing -- in this case, that the opt-in feature is broken on mobile-devices,
and the feature not working on mobile-devices is currently not within any

official documentation -- is usually more likely to get to the right people
inside google and be fixed, especially if submitted by multiple merchants.

 

Marked as Best Answer.
Solution
Accepted by Celebird (Top Contributor)
July

Re: Google Customer Reviews - How to get survey opt-in on mobile?

[ Edited ]
Visitor ✭ ✭ ✭
# 10
Visitor ✭ ✭ ✭

Good news! Sometime in the past week mobile opt-ins began working. Saw a big spike in my opt-in stats for the past week, so tested and found it working. The integration instructions at https://support.google.com/merchants/answer/7106244?hl=en has a yellow information banner that reads "The survey opt-in works on desktop and mobile. Be sure to add the opt-in code snippet to both your desktop and mobile sites."

 

So, I would call this one truly "Solved."