It seems that Google’s decision to replace its star rating system with
Zagat scores for local search results isn’t a huge hit with some
businesses.
Last month, Google revealed what appears to be the primary reason it
acquired Zagat, when it announced Google+ Local, effectively replacing
Google Places with Google+ infused local results and Zagat scores.
“Each place you see in Google+ Local will now be scored using Zagat’s
30-point scale, which tells you all about the various aspects of a place
so you can make the best decisions,” Google explained, when Google+
Local was announced. “For example, a restaurant that has great food but
not great decor might be 4 stars, but with Zagat you’d see a 26 in Food
and an 8 in Decor, and know that it might not be the best place for date
night.”
Some businesses claim to be losing traffic because Google replaced its
ratings system with Zagat’s scoring system. Barry Schwartz at Search
Engine Roundtable points to an interesting thread in the Google Product
Forums.
There, Dr. Rodney McKay writes, “I know for a fact that I am not the
only one that feels this way as I have talked to others who have also
experienced the same problem. Everything about Google+ seems to be fine
if not better than Google Places except for the removal of the stars.
Ever since they removed the star ratings, my actions or clicks went from
30 – 60 or more a day to 0 – 5. I am still on the first page of Google
for relevant search terms and in most cases I am also the first listing,
I am also receiving the same amount of impressions as before, but the
absence of the stars has caused an obvious hit on my Google Business
Listing effectiveness. Injunction with that, I have seen a drastic
decline in business. Is there not a way to compromise and use the Zagat
reviews as well as the stars?”
Some have suggested that Zagat scores are more suited to restaurants,
and aren’t so great for other kinds of businesses. There’s no question
that Zagat has historically been restaurant-focused. Even now, if you go
to Zagat.com, it’s all about restaurants. The welcome message says:
ZAGAT.com, the world’s original provider of user-generated content,
provides trusted and accurate restaurant ratings and curated restaurant
reviews for thousands of top restaurants worldwide. Our robust
restaurant search and rich free features help diners easily find the
best restaurant for every occasion, every time – from New York to Los
Angeles, London to Tokyo, Paris to Beijing and everywhere in between;
from the most elegant restaurants for fine dining to casual, inexpensive
spots for family meals, you’ll find it all on ZAGAT.com.
Yet Google has thrust the Zagat system across the much broader local
business search space. I don’t see why the system couldn’t actually help
some businesses, as Zagat is a pretty well known restaurant guide.
However, it might be less helpful in other industries. Currently, you
can search for shoe stores, for example, and still get the new scoring
system, rather than the starred reviews:
It’s a somewhat confusing system, given the food element of Zagat.
When you click to “learn more about our scores and reviews,” Google
explains that you may see scores depicted in one of two ways: “Scores
with multiple aspects” or “Overall scores”.
As we see in the case of the shoe store above, Google shows the overall. That way it doesn’t have to show the “food” element.
“When we don’t have enough user ratings on different aspects, we will just show an overall score,” Google explains. “An overall score is comparable to a score in the primary aspect for a location, like food for restaurants.”
Perhaps the system will get better in time for more than just restaurants, as it’s used more.
The new system is definitely much broader than the previous star system, given its larger scale. 17 out of 30 doesn’t sound incredibly great but if you look at the scale, 16-20 represents “good to very good”. 0- 30 is pretty wide range to cover the four individual ratings Google goes by:
3 Excellent
2 Very Good
1 Good
0 Poor to Fair
Google takes the average, and multiplies it by ten to come up with averaged scores.
One person comment on Schwartz’s article, “People understand star ratings. Any kind of visual rating (progress bars, stars, thumbs-ups) just works. They don’t understand numbers. And when higher ratings are in red… it’s even worse. Numbers in red usually mean danger. Anything in red means danger unless it’s properly used to grab attention and visibly labeled as a call to action. It’s freaking common sense.”
It would be interesting to know the local SEO effects of Googe’s move to the Zagat system. Survey results released this week indicate that many of the top ranking factors are directly related to reviews.