What Do I Need to Know About Google Reviews?

What Do I Need to Know About Google Reviews?
A Practical Guide to Understanding Their Role in Business Growth

If you run a business, whether it's a local service company, a growing franchise, or a single-location storefront, Google reviews are likely one of the most visible signals of your reputation online.

But how much do they actually matter? And what should you really know about how they work?

This guide offers a neutral, no-fluff look at the basics of Google reviews, how they impact your business, and where they fit in the bigger picture of customer trust and online visibility.

Google Reviews Are Public and Influence First Impressions

One of the most important things to understand is that your Google reviews are one of the first things potential customers see, often before they even visit your website.

When someone searches for your business (or a service you provide), your Google Business Profile shows up with:

• Your average star rating (out of 5)

• The total number of reviews

• Snippets of recent reviews

• A map location and other details

These elements combine to create an immediate impression, positive or negative, before a customer even clicks.

Reviews Are a Trust Shortcut for New Customers

People trust people. When potential customers see that others have had a good experience, they feel more confident choosing your business.

For example, a home cleaning company in a competitive metro area increased bookings by 34% after consistently gathering Google reviews over six months. They didn’t change their pricing or ads, just started asking for feedback more consistently.

In another case, a local auto repair shop noticed that customers were coming in specifically referencing reviews that mentioned employees by name. That level of detail builds credibility and creates instant rapport.

Quantity and Recency Matter

It’s not just about having a high average rating. People also look at how recent your reviews are, and how many of them exist. A business with a 4.9-star rating but only 3 reviews from 2022 won’t feel as trustworthy as one with a 4.6 rating and 80 reviews in the last 12 months.

This also impacts search. Google’s local algorithm takes into account:

• Review count

• Star average

• Review keywords

• Recency of posts

All of these factors influence whether or not your business shows up in the local map pack, where most mobile users click.

Negative Reviews Aren’t Always Bad

No business gets it right every time. A few negative reviews are actually expected and can even increase trust when handled well.

Customers often read 1- and 2-star reviews to see how a business responds. A thoughtful, respectful response can turn a potentially damaging post into an opportunity to build public goodwill.

Real Impact: Reviews Can Drive Revenue

The biggest thing to know is that Google reviews don’t just sit there. They drive traffic. They impact conversions. They help customers choose you over the next listing.

One company that partnered with Cheers, a tool that helps employees earn reviews in real time, earned over 50,000 new reviews in just three months. That surge didn’t just improve their reputation. It helped them dominate local search and dramatically increase customer acquisition across dozens of locations.

Conclusion

Google reviews aren’t just a box to check. They’re a living reflection of customer experience-and a powerful tool for visibility, trust, and growth.

By understanding how they work and how people interact with them, you’ll be better equipped to build a reputation that customers want to talk about.