Reviews are the second most important Local Pack ranking factor and the #1 factor for consumer trust. A strong review profile boosts both visibility and conversion rates.
Why Reviews Matter for Rankings
Google's local algorithm considers review signals:
- Quantity: More reviews signal popularity and relevance
- Rating: Higher average ratings correlate with better rankings
- Recency: Recent reviews are weighted more heavily than old ones
- Keywords in reviews: When customers naturally mention services in reviews, it reinforces your relevance for those queries
- Response rate: Businesses that respond to reviews show Google (and customers) they're engaged
Generating Reviews
When to Ask
Ask at the moment of peak satisfaction — right after a successful service, delivery, or interaction.
How to Ask
- In person: "We'd love your feedback — it really helps us"
- By email/SMS: Send a direct review link after service
- On receipts/invoices: Include a QR code or short URL
SEB Local generates a direct review link for your GBP listing that takes customers straight to the review form — no searching required.
What NOT to Do
- Never offer incentives (discounts, gifts) for reviews — violates Google's policies
- Never buy fake reviews — easily detected and can result in listing removal
- Never use review gating (only asking happy customers for public reviews)
Responding to Reviews
Positive Reviews
Thank the reviewer by name, reference specific details they mentioned, and reinforce your business values.
Negative Reviews
Respond professionally: acknowledge their experience, apologize if appropriate, offer to resolve the issue offline, and take the conversation out of the public eye. Never argue or get defensive.
SEB Reply uses AI to generate professional, on-brand responses for both positive and negative reviews — saving hours of writing while maintaining a personal touch.
Review Velocity
Aim for a steady stream of reviews rather than bursts. A business that gets 2-3 reviews per week consistently outperforms one that gets 50 reviews in one month then nothing.
Key takeaway: Build a systematic review generation process, respond to every review within 24 hours, and maintain a steady velocity. Reviews drive both rankings and customer trust.