Wednesday 16 February 2022

Why not Google?

 Here is a well-known and much-marketed national brand, on its own website:

Now, given that we all know that Google reviews are:

  • more visible - in all searches
  • more viewed by consumers
  • more credible - at least Google knows the online activity of the reviewer
Why are they not promoting their Google reviews? Maybe the answer is here, in searches on their HQ...

...and London:

And here, with the second organic result when a potential customer searches for 'Purplebricks reviews':

Ouch! Three times ouch!

Now, we are not commenting on the effectiveness of the business. We've never used them. But we are commenting on the effectiveness of their review management strategy; it is misguided.


At the very least, employing not one but two review sites - why two, we have been asking ourselves and our readers for years? - has led unhappy customers to ignore the business's chosen channels and write their reviews to Google (and another review site). This is a well-known habit we christened 'deflection' (this article was written over 5 years ago).

Lessons for them - and everyone else

First and foremost: a business's review strategy should be based on and built around Google reviews, not any of the independent sites.

Next, if you run a complex service business such as an estate agency - or a financial, medical or legal practice, where your good reputation is a vital plank of your marketing* - you need an independently moderated system. This will ensure the bare minimum of inaccurate, misleading or just plain unfair reviews see the light of day.

Having accepted those two basic ingredients you will need to find someone like HelpHound so you can host your own reviews on your own website and have them moderated and as many as possible copied across to Google.

Back to the original question: why have Purplebricks not adopted such a strategy? We haven't the faintest idea. Please comment if you have.

The City knows what it's doing

Not always. But in this case it looks as if it does:

* 'Isn't every business's online reputation important?', we hear you ask, quite sensibly. Well no. High Street retail and quasi-monopoly businesses such as utilities will trade quite happily while their customers rate them 1* online. Think Starbucks or Vodafone. Definitively not the case for a solicitor or a gynaecologist - they have to look the best they possibly can; if you have any doubts at all please read this horrifying case history.

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