By Joy Hawkins
What is comment gating?
All companies want good reviews, but unfortunately, the reality is that at some point you may receive negative reviews. Comment gating is the process of filtering out candidates before asking them to leave comments for your company on Google, Facebook, or other review platforms. Usually, comment gating is done by sending customers an email template, which first asks them if they have a positive or negative experience.If they have one Positive experience, And then instruct them to comment on Google, Facebook, etc.But if they have Negative experience, The system will prompt them to leave private feedback about the company, and will never choose to leave a public comment. In this way, companies can “manipulate the system” and reduce the number of negative comments that appear on public-facing platforms.
In the past, business owners liked this feature because they were afraid of negative reviews and were happy to accept only 5-star reviews. However, the use of comments is directly prohibited in the “Google My Business” guidelines.For more information on why this is a bad strategy, please read This research.
If Google catches your comment, what will Google do?
Review gate control may bring risks, and hope that Google will not keep up with the trend. I have been looking for examples on the “Google My Business” forum, where users have reported businesses that are reviewing strobes. In the past few months, we have seen several cases, and I will focus on 2 cases.
In the first case, the company is reviewing Widgets on their website. The company had more than 400 comments, and when they were reported, more than 80% of the comments were deleted.This is the key-deleted comment Can be traced back to 2 years. Google updated its guidelines in April 2018 to make it more clear that the access control to reviews on Google My Business is restricted, but they deleted the comments they left. Method Before this date. We saw something similar to virtual offices (they violated the guidelines long before the word “virtual offices” was actually mentioned in the guidelines).
In this case, the average rating of the company dropped by 0.2, which also helps illustrate how comment gating can lead to biased comments.
before: 464 reviews, 4.1 average rating
Rear: 78 reviews, average rating 3.9
In the second case, the company passed Third-party tools. They made more than 30 comments on their business information and deleted them all after being reported.
What changed on April 12, 2018?
Google updated its Review Guidelines clarify Comment gating is not allowed. They added the following to their guidelines:
“Don’t discourage or prohibit negative reviews, or selectively solicit positive reviews from customers.”
How should business owners respond to review gates?
If you are using a comment request platform that can filter comments, you need to turn off the gating function as soon as possible. Fortunately, the company I use is super related to Google My Business, and has been working hard to remove this feature because they think it is something Google doesn’t like.Review collection platforms such as the following Generalize There are currently several ways to collect comments, and although most of them have already complied with this rule, there are two ways that are not. If your business uses widgets or third-party platforms, make sure to check how they collect reviews and confirm that all positive or negative reviews have been captured.
What risk do you take through the review gate?
If you decide to review this guide whether you don’t understand it or not, Google will take action and delete all comments at the risk. Do not do
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