NiceJob is excited that Google has made a change to encourage unfiltered reviews from customers. We firmly believe in reviews as the currency of trust. To protect this currency, and ensure that customers can truly trust your company’s reviews, Google is limiting review filters.
Google’s new policy states that companies may not “discourage or prohibit negative reviews or selectively solicit positive reviews from customers.” This is colloquially known as review gating. Companies like yours that do great work will benefit from this update as it will make it harder for competitors that don’t provide a great product or service to pretend otherwise.
We hope to see more review websites follow Google’s lead to help us end this practice altogether, as that trust is what makes reviews so valuable to begin with. You can see the specific policy changes below.
Will this change affect how I collect reviews with NiceJob?
Starting immediately if you collect reviews on Google, the sentiment filter (review gate) will no longer be available. At first this may worry some people, but in reality companies that do great work will now only benefit more from get great reviews!
Those that do leave negative review often actually help the business they are leaving the review for, as they are giving the business an opportunity to demonstrate amazing customer care by apologizing and responding appropriately.
At NiceJob, our research indicates businesses with a still high, but less than perfect star rating, actually earn more business than those with only five stars, because they are seen as more trustworthy by customers. Based on our extensive data, the ideal star rating is between 4.2 to 4.5 stars. You can read more about that here.
Additionally, our data indicates less than 6% of our users’ customers ever even click that they would ‘not recommend’ the company asking them for a review, and of those, few ever leave a review. This number is overwhelmingly skewed by a few companies who do not do great work, meaning those who do have nothing to be worried about.
These product updates will go live overnight to all NiceJob users. A new setting for the sentiment filter will be available allowing users to turn the sentiment filter off for all review channels, beyond the automatic disengage for Google reviews, should they choose to. We recommend that NiceJob users disable review filtering to encourage open feedback from their customers.
If you have any questions, feel free to respond to us by email and we will be happy to talk to you more about why these changes are going to help your Google reviews bring you even more business and a great reputation!