Bad Google Reviews - Should I Remove the Map From My Website?

[BlueCorona]

I have a Google map on a website. Currently, there are only two 1-star reviews — which show next to the company name on the map. We added the map for local SEO reasons, but I’m thinking I should take it down because customer experience supersedes local SEO. Why boost search rankings if the content will drive people away from converting?

So basically, customer experience > local SEO.

Question: Do you all agree, or do any of you have any evidence that I should leave it? For example, it’s below the fold, so it isn’t the first thing they see, and we really need to boost their local SEO.

[MiriamEllis]

Glad to answer such a great question as the one you've asked, Blue Corona. Really a good topic you've brought up here!

[BlueCorona]

Hi Miriam! Thank you for taking the time to put together such a thoughtful and thorough response. I am heading over to check out those resources right now — much appreciated!

[BlueCorona]

Thank you, Cory!

[BlueCorona]

Hi Donald, thank you for the response! These are some great points to consider.

[BlueCorona]

Logan - thank you for this! Such a valid point. We really appreciate the response.

[MiriamEllis]

Hi Blue Corona,

I'm with the community on this - lowering the visibility of those reviews on the website is not going to prevent  potential customers from finding them on Google, so this will be an ideal opportunity to really start throwing yourself into earning some excellent Google reviews, leading to the positive sentiment outweighing the negative. Here are some resources that could help:

https://whitespark.ca/review-handout-generator/

https://moz.com/blog/the-complete-guide-to-creating-onsite-reviews-testimonials-pages

https://moz.com/blog/mastering-owner-response-quintet-google-my-business-reviews

https://www.getfivestars.com/blog/13-ideas-make-business-complaint-friendly/

I totally get that it could be embarrassing for the company right now to have those negative reviews showing up on the website, but consider:

1. This is temporary. You must have a plan to drown out those couple of negative reviews with a slow-but-steady acquisition of positive reviews.

2. Google has been very clear about wanting unmoderated reviews on websites that use review schema to markup their own reviews that they are gathering directly from consumers. In other words, in Google's eyes, your reputation should be unedited. Right now, the business has a customer service issue being reflected on Google - this is presently the reality of the business, and while it's not flattering to the business, it is authentic. So now, it's the time to make an authentic response with a) resolution of problems b) excellent owner responses and c) acquisition of improved reviews over time.

Hopefully, the company can really get on this. An estimate 92% of consumers read online reviews and it's a given that this business' potential customers are seeing those negative reviews on Google. I'd make improving this scenario priority #1, over any technical or SEO considerations.

[PSLab]

I am with the 2 previous responses.  The issue with the 2 single star reviews is not that they are visible.  The issue is what led to the single star reviews and what has your client done to correct the situation?  Also get more real 5 star reviews to add to the poor reviews.

[donsilvernail]

Blue Corona,

I do not think to bad reviews should make or break an SEO strategy.

1. How did you respond to those reviews? you can up your customer service game by responding and rectifying the situation that caused the bad review.

2. Ask for reviews from your clients and get more good reviews than. I am sure you have good customers that would give you good reviews. This can also be a quick way to boost those conversions. Everyone gets a bad review from time to time. If you don't have good ones your not asking for them.

3. Improve your customer experience. What are in those bad reviews? is there room to improve?

[LoganRay]

Hi,

I don't see this as an either or thing, if people find the website useful enough to go down to that next funnel stage, they're going to do their research and find those reviews regardless. If customer experience outweighs local SEO, there should be more effort at not having one star reviews, right? In lieu of improving custom service or whatever problems led to those reviews, they should be responded to and handled appropriately. People generally don't have a problem with bad reviews if the situation was handled well by the company. You could also work on increasing the number of reviews to over power the junk ones. Ask the client to reach out to their best customers and simply ask them to review. I've found it's very helpful when doing this to include detailed instructions to minimize confusion and make it as easy as possible for the reviewers.