Replying to Google Business reviews within 24-48 hours is important for SEO. A timely response also shows potential clients that you are trustworthy.
Think about it from your own perspective. If you are researching a service provider and they have a bunch of Google reviews that they have never responded to, what comes to your mind? Do you think the business chose not to respond due to an ethical concern? Or do you immediately lose faith in the business’s abilities? Most people would think, “If they can’t be bothered to respond to the reviews, so what kind of service are they going to provide you with?”
Keep reading to learn more about the importance of timely responses to reviews, the impact on search engine ranking, and best practices for engaging with your audience effectively.
Key Takeaways
- Responding quickly to reviews builds trust and customer loyalty.
- Fast review replies can enhance your SEO performance.
- Therapists and mental health professionals need to make sure all responses are HIPAA-compliant.
How Does Responding to Google Reviews Help With SEO?
Google explicitly states that reviews and the interaction with them are key factors for local search rankings.
It all comes down to trust. Google wants to trust that your business is trustworthy. Responding to both positive and negative feedback demonstrates transparency and customer care, which aligns with Google’s goal of promoting reputable businesses in search results.
According to a Bright Local study, local search ranking factors, reviews (including the act of responding) make up about 16% of the factors that affect local SEO. This means that how a business manages and interacts with reviews on Google My Business (GMB – now GBP) significantly impacts its ranking.
Here are some other key ways responding to Google reviews helps with SEO:
1. Boosts Local SEO
Google places significant emphasis on customer engagement, including how businesses handle reviews. Responding to reviews signals to Google that your business is active and engaged with its audience, which helps improve your ranking in local search results. This is especially important for appearing in the coveted “local pack,” the top three listings in Google Maps searches. ¹
2. Incorporates Keyword-Rich Content
When customers leave reviews, they often include natural language keywords relevant to your business or services. By responding to reviews, you can strategically and naturally include relevant keywords in your replies, enhancing the SEO value of those reviews. This helps Google better understand your business and its services, improving your rankings for relevant search queries
3. Increases User Engagement
Responding to reviews can encourage more customers to leave feedback, creating a positive cycle of engagement. Increased review activity not only boosts SEO directly but also enhances your online reputation, leading to more traffic and potential conversions
4. Improves Click-Through Rates
Businesses with a high volume of reviews and active responses tend to attract more clicks in search results. This improved click-through rate sends positive signals to Google’s algorithm, further enhancing your SEO performance over time.
5. Increased User Engagement
When businesses engage with reviews, especially by responding, they increase overall user engagement. This engagement is seen as a positive interaction, which can influence ranking algorithms to favor businesses that maintain high levels of interaction with their audience. Studies show that businesses that engage more with their customers through reviews are more likely to rank higher in local search results.
Google’s Algorithm Favors Businesses That Actively Manage Their Online Reputation
We know this is true because Google says so!
Google states on their Google Business Profile Help page that “high-quality, positive reviews from your customers can improve your business visibility and increase the likelihood that a potential customer will visit your location.” This highlights that reviews and engagement with them (i.e., responding to reviews) play a crucial role in boosting a business’s local SEO ranking.
Specifically, the ranking factors Google considers include:
- Relevance: How well a local listing matches what someone is searching for.
- Distance: How far each potential search result is from the location term used in a search.
- Prominence: How well-known or credible the business is. Google notes that review count and score are major components of prominence.
For further details, you can access this documentation on Google’s support site here.
How Fast Should You Reply to Google Business Reviews?
When you receive a review on your Google Business Page, aim to respond within 24 to 48 hours.
I’ll be honest — I’ve scoured the internet for actual evidence from Google that 24-48 hours makes an actual SEO difference. While I have yet to find proof, the general consensus is that 24-48 hours is the optimal response time for SEO and for making a good impression with potential clients.
From an SEO Perspective
Responding to Google reviews within 24-48 hours demonstrates to Google that your business is actively engaged with its customers, which positively impacts local search rankings. Timely responses signal that your business values customer feedback and is attentive, factors that Google uses when determining which businesses to feature more prominently in search results.
By replying quickly, you not only build trust with your customers but also encourage more reviews and engagement, which can lead to improved SEO performance. Google’s algorithm favors businesses that are seen as responsive and engaged with their community, as this behavior aligns with the “Trustworthiness” aspect of its E-E-A-T (Experience, Expertise, Authority, and Trustworthiness) guidelines, a framework that helps Google rank businesses based on the quality of their engagement and interactions.
From a Human Perspective
I mentioned in the beginning of this article that people are more likely to trust a business that actively responds to reviews. It shows you that the business owner cares about their clients … and that they provide fast, reliable service.
Timely responses can also help build a sense of personal connection, making clients feel valued and heard. This responsiveness reassures potential customers that, if they encounter any issues, the business will be attentive and supportive. Ultimately, fostering this sense of trust and care enhances both customer loyalty and the overall reputation of the business.
How to Get Notifications for New Google Reviews via Google Maps
Odds are you already have Google Maps installed on your phone. But, most people don’t realize how easy it is to ensure they never miss a customer review. Here’s a simple step-by-step guide to enable notifications when someone leaves a new Google review. That way, whenever that little ding pops up for a new review, you can respond immediately!
- Open the Google Maps App
- Go to Your Profile: Tap on your profile picture in the upper-right corner of the app.
- Access Settings: Scroll down and select “Settings” from the menu.
- Select Notifications: In the settings menu, tap on “Notifications”.
- Enable Review Notifications: Look for the “Your Contributions” or “Reviews” section, and toggle on notifications to receive alerts whenever someone leaves a review on your Google Business Profile.
Special Google Review Considerations for Therapists
As I work primarily with therapists and mental health professionals, I would be remiss to not quickly mention the specific concerns that therapists face when it comes to Google reviews.
First, let’s acknowledge that soliciting reviews can be an ethical gray area. Some licensing boards strictly prohibit therapists from soliciting reviews, viewing it as a potential breach of client confidentiality or a violation of professional boundaries. Others leave it to the therapist’s discretion, provided they follow ethical guidelines. Some therapists would never ask a current client for a review, while others do so regularly. Then, you have websites like ZocDoc that ask for a review from every client.
Whether you personally solicit reviews or not, clients may still leave them voluntarily. The challenge is how to respond ethically and in a way that is HIPAA-compliant.
Here’s an excerpt from my blog post about HIPAA-compliant marketing for therapists:
Responding to Online Reviews: If clients leave reviews or testimonials on public platforms like Google or Yelp, be cautious when responding. Even acknowledging that the reviewer is a client could potentially violate HIPAA. A safe approach is to thank them for their feedback without confirming their identity or discussing any specifics related to their care.
Frequently Asked Questions
Responding to reviews on your Google Business Page is important for building relationships and enhancing your online presence. Here are some common questions about review responses and their significance.
Does responding to Google My Business reviews impact SEO rankings?
Yes, responding to reviews can positively affect your SEO rankings. Google values engagement with customers. When you respond to reviews, it shows that your business is active, which can increase visibility in search results.
What are the advantages of replying to Google reviews for businesses?
Replying to Google reviews helps improve your reputation. It shows potential customers that you value feedback. This engagement can create trust, leading to higher conversion rates.
Can examples of responding to positive reviews improve customer relations?
Yes, responding to positive reviews can enhance customer relations. By acknowledging compliments, you make customers feel appreciated. This can encourage them to return and recommend your business to others.
What best practices should be followed when addressing negative Google reviews?
When addressing negative reviews, always remain professional and polite. Acknowledge the issue raised and apologize if necessary. Offer to resolve the problem offline, showing that you care about customer satisfaction.
How does the response time to Google reviews affect customer perception and engagement?
Fast response times can significantly improve customer perception. Quick replies show that you prioritize customer feedback. This responsiveness can encourage more customers to leave reviews knowing you will engage with them.
Is it necessary to respond to reviews from a while back, and if so, how can it benefit the business?
Yes, responding to older reviews can still be beneficial. It demonstrates that you are attentive and value all feedback, regardless of when it was given. This can leave a positive impression on potential customers who read your replies.
