How to handle anonymous Google reviews

Anonymous Google reviews are a double-edged sword. While they allow customers to share experiences without fear of backlash, they also pose challenges for business owners. Not knowing who left a negative review makes it harder to work out what went wrong for the customer and set it right. And without a real name to confirm who a customer is, you may wonder if it’s a fake review or malicious actor.

Knowing how to handle anonymous Google reviews is crucial for maintaining a strong online reputation. But let’s start by breaking down exactly what constitutes an anonymous Google review today.

Can customers leave a Google review anonymously?

The world’s most popular search engine used to allow people to leave anonymous Google reviews. But in 2018, Google changed its policy so that reviewers must sign into a Google account before writing their feedback. It also removed any anonymous reviews published prior to the change that labeled customers as simply “A Google User.” 

But just because the anonymous Google review function is no longer active doesn’t mean customers have to use their real name. Users can simply delete their surname in their Google profile settings or use a made-up name. This effectively makes their Google reviews anonymous. With their name hidden, they simply need to look up the business they want to review and fire away with their feedback.

Another way customers can leave anonymous Google reviews is by creating a separate account for reviews. However, users that try to leave anonymous Google reviews this way are liable to have the review removed. Google watches for this kind of behavior and discredits reviews that don’t seem genuine. But what would make someone go to the trouble of concealing their identity when leaving a review on Google?

Why would someone leave an anonymous Google review?

Leaving a Google review anonymously isn’t always the work of internet trolls looking to spread ill will. Some people want to leave their honest feedback, but prefer to remain incognito. In fact, leaving anonymous Google reviews can sometimes lead to more candid feedback. This is actually good for growing businesses, who might otherwise miss valuable insights into customer experiences. And of course, people that use pseudonyms don’t necessarily have something bad to say about every business.

A username that essentially makes the Google review anonymous

If anonymous Google reviews lead to more feedback, it gives businesses a broader perspective on customer satisfaction. However, anonymous Google reviews do have their drawbacks. Anonymous reviews can sometimes lead to unfair feedback, and there is no accountability for the reviewer.

Anonymous Google reviews also open businesses up to abuse. Malicious competitors or disgruntled ex-employees might leave negative reviews with the intention of harming your business's reputation. And responding to and resolving issues mentioned in anonymous Google reviews can be challenging. Without specific details or contact information, businesses can struggle to address and rectify the problems mentioned.

The right reply: Sending personalized messages to every customer can quickly become an overwhelming task. Trust the AI response generator from Semrush Local’s Review Management to quickly craft professional, meaningful replies.

Managing anonymous Google reviews effectively

If someone leaves an anonymous review on the Google Maps app, it can impact your customer acquisition. Customers today rely on the reviews section of Google Maps, Search, and other websites to make purchasing decisions. And if they find mostly negative feedback, they’re unlikely to continue their customer journey with you.

A robust review management strategy mitigates the negative impact of anonymous Google reviews. Address anonymous reviews professionally and it will only amount to a minor ding in your otherwise pristine reputation. 

Are they even a real customer?

The first thing to do is to investigate the reviewer’s profile. Check if they’ve left multiple reviews in a short period, especially for businesses in different locations. Genuine reviewers usually have a more spaced-out review pattern and tend to review local businesses.

Next, read through some of their other reviews to gauge whether they’re genuine or not. You can often tell if an anonymous reviewer is fake by the content of their reviews. Fake reviews often lack specific details about the customer experience. Look for generic comments that don't mention any particular aspects of your business.

Authentic reviews typically reference specific details like the names of staff members, specific products, or particular services. Copy/pasted reviews may even mistakenly reference the wrong business (the below review was for a McDonald’s restaurant).

An inaccurate Google review

Reply the right way

If the customer left a positive review, there’s nothing to worry about and you can thank them for their feedback. But negative reviews will require a bit more thought. Flying off the handle when your business receives a negative review and blasting back with exactly what you think is a mistake. Immediate reactions can be emotional and may not reflect well on your business. Take the time you need to compose yourself. Your response should aim to get to the root of the problem and perhaps turn the situation around. A measured response shows potential customers that you handle feedback professionally, even when it's negative or vague.

A short, professional reply to a negative Google review

Start your response by acknowledging the review and apologizing for any negative experiences. Even if the review lacks specific details, a sincere apology demonstrates that you value customer satisfaction.

Focus on addressing the reviewer's concerns rather than promoting your business. Promotional language can come across as insincere and may not address the reviewer's issues. If the anonymous review highlights a specific issue, suggest a way to rectify the situation. Providing a tangible solution can turn a negative experience into a positive one, potentially winning back the customer. Try offering a direct line of communication to help resolve the issue more effectively and privately.

If the review is vague or just a star rating, encourage the reviewer to provide more specific details. This can help you address their concerns and improve your services. Of course, sometimes you need to flag anonymous reviews with Google. But is simply not using their real name reason enough to get a review removed?

Can you report anonymous Google reviews?

Not knowing who left the review isn’t grounds for reporting it. For Google to pay attention to your complaint, you’ll need to demonstrate that the review infringes on its policy. Reviews that violate Google’s content policies include fake reviews, spam, and offensive language. Here's how to proceed:

1. Identify the violation: Before you report the review, ensure it clearly violates Google's review policies. Look for signs of inappropriate content, personal attacks or irrelevance to your business.
2. Gather evidence: If possible, document the issue with screenshots or detailed notes. This can help support your case when reporting the review to Google.
3. Use the report feature: Click the three dots next to the review you want to report. Select "Report review" and follow the prompts to specify the reason for the report. Be thorough in your explanation to increase the chances of Google taking action.

The option to report an anonymous Google review

1. Wait for Google’s response: After submitting your report, Google will review the information provided. They usually respond within a few business days, but the time frame can vary.
2. Follow up: If Google approves the review but you still believe it’s in violation, request further investigation.

Still can’t rid yourself of that anonymous negative review? Don’t worry too much. One negative anonymous review isn’t the end of the world. Focusing on your broader online reputation is the best path to keeping your rating up and bad reviews buried.

Effective management to mitigate anonymous Google reviews

Even the most popular local businesses encounter at least a few anonymous Google reviews. Do what you can to resolve the issue with the customer and report unfair feedback. But don’t lose any sleep worrying about what one review means for your business. Instead, follow best practices for review management to set yourself back on course.

Encourage positive reviews

A steady stream of positive reviews is the best way to balance out negative anonymous feedback. Above all, encourage satisfied customers to leave reviews by providing excellent service. This may seem basic, but you simply cannot get five-star reviews if you aren’t leaving your customers satisfied.

Make it easy for customers to review you by texting them a link and displaying a QR code at your premises. Semrush’s free tool makes generating links and QR codes simple and offers even more resources to get more Google reviews.

Keep your cash: Don’t offer incentives for feedback. This is against Google’s policy and could see your new stream of reviews hidden from sight. 

Verify and update your business profile

Ensure your Google Business Profile is verified and up to date. Regularly update your business information to prevent losing rankings and make your business easier to trust.

A well-optimized Google Business Profile

Accurate information across all platforms enhances your business’s credibility and improves your search results visibility. Make sure your contact details are always correct. Outdated phone numbers or email addresses can frustrate potential customers and lead to lost business opportunities. 

Add high-quality images of your business, products, and services to your Google Business Profile. Visual content attracts potential customers and provides them with a better understanding of what to expect. Update your gallery regularly to reflect current offerings and events. Consistency: Semrush Local’s Listing Management ensures your business information is accurate and up to date across multiple platforms.
Encourage customers to ask questions directly on your Google Business Profile. Responding can improve visibility and make people feel more confident about leaving a review with their real name.

Google Business Profile is the most important place for your local business to have a presence online. Maintaining it properly will help you make better connections with new customers and prevent anonymous Google reviews.

Learn from competitor insights

Analyzing your competitors' reviews can provide valuable insights into what works well in your industry. Use these insights to improve your own review management strategy and stay ahead of the competition. Understanding competitor strengths and weaknesses allows you to refine your approach and improve customer experiences. 

Look for recurring themes in competitor reviews. Identify what customers frequently praise or criticize. Use this information to adjust your services or products to better meet customer expectations. Track the number of reviews, average ratings, and response rates. This benchmarking helps you set realistic goals and measure progress.

Monitor and respond promptly

Use a review management tool to monitor reviews across multiple platforms. Responding promptly to all reviews, including anonymous ones, shows that you value customer feedback.

A response to a positive customer review

Positive reviews deserve acknowledgement, but resolving complaints should come first. Tailor your responses to each review. Avoid generic replies by addressing specific points raised by the reviewer. Personalized replies show that customer experiences are important to your business. Replying to local reviews can boost new feedback submissions by 12%, according to a study from Harvard Business Review.