A high Google review score is invaluable to your business. Consumers often start any search for a new product or service by turning to the world’s largest search engine, even when they need local results. Local businesses with high ratings can show up first in local SEO and have an advantage in competitive markets. But how do you increase Google review scores?
You start by looking at your existing subscriber base. Businesses with high Google ratings often have a strategy to encourage their best customers to rate and review them online. Broadband service providers (BSPs) that want to create a plan to increase their reviews usually start by gauging subscriber sentiment. A Net Promoter ScoreSM (NPS®) survey can quickly show you how subscribers feel about your services. It can also identify the best candidates to leave you good reviews.
NPS results can be broken down into three categories of subscribers: detractors, passives, and promoters. All three have something to say about your services, and some may have already left reviews online. Ultimately, you can work with each group—understanding everyone’s needs and responding in kind. As you address concerns, you can create a better experience with your subscribers and encourage higher Google ratings in the process.
No NPS group is set in stone, especially the detractors. Many of these subscribers have legitimate concerns BSPs can quickly address. Convert 10 percent of your detractors
and you can see a four-to-five-point increase in your NPS score. Here are a few strategies you can implement to provide them with the best experience possible:
- Contact detractors promptly
- Apologize for the negative experience
- Take action and follow up
Passive subscribers are right in the middle of the spectrum, neither happy nor unhappy with your services. While converting them may not require as much work as converting detractors, you still need to understand their score and how it can improve. Here are a few strategies to working with your passives:
- Thank them for their feedback
- Share insights and a plan of action
- Follow up
Promoters are happy with the services they receive and would recommend your company to friends and family. These are the subscribers who will help you grow into new markets. Build a strategy around your promoters and you can quickly increase your Google ratings—putting your best foot forward online.
Even your promoters, however, will need a nudge in the right direction to share their feedback online. Here are best practices for encouraging your promoters to share their feedback:
- Thank them for their feedback
- Reward them
- Engage with them
Your Google review score is one of the first things a prospective customer will see when they research your company. A positive or negative review can have lasting impacts on a potential subscriber. BSPs around the country have built strategies for increasing their reviews and building higher local SEO rankings. Calix Business Insights Services can help you create a personalized plan to encourage positive reviews while addressing the concerns of your passives and detractors.
Listen to the Calix Webinar Does Data Hold the Key? Unleash Your Potential for Success for more strategies on untapping the potential hidden in your NPS scores.
Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld. Net Promoter Score℠ and Net Promoter System℠ are service marks of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.