This question was submitted in my community forum.
Details: “ The score of my star rating is wrong. 25, 5 stars and 3,1 star, 2 of which are fraudulent/non-customers/competitors. Today I got a 5 star and rating went down to 4.4 HOW & WHY.”
Contrary to common sense/believe around score calculations, Google Reviews’ Star Ratings is not linear, meaning it is not the average of all ratings.
Google statement concerning this issue:
“Your score is calculated from user ratings and a variety of other signals to ensure that the overall score best reflects the quality of the establishment.“
What are the “signals” that Google talks? No one knows for sure, but professionals speculate these matter:
- How many of your ratings have written comments
- What is the “feeling” in each comment
- How much can Google trust the reviewer
- How is your rating score on Facebook, Tripadvisor, Yelp, BBB…
If you want to know how to gather more genuine customer reviews, please check my Google My Business Training– GMB Empower.
Hope it helps.
You can also check these posts about Google Reviews: