What factors make up a good review in the AI era?

We asked Google what factors make up a good review and which factors are negative signals in reviews. The result is a comprehensive list which is concisely organised to influence AI. The quality raters previously had the job of checking reviews, but it is thought that they are almost obsolete now with AI being so advanced.

Brands must be careful not to flag reviews that are fair, just because they are negative. That would be a major red flag for repeat offenders. 

Here Are The Important Features of Reviews to Google

Google uses a combination of AI, machine learning, and human moderators to check all reviews against these policies.
How Google rates reviews
Brand trust will be affected by how many reviews are unfairly flagged

 

 Authenticity and Relevance

Genuine Experience: Reviews must be based on the user's actual, personal experience with the business or place.

Relevant Content: The content should be relevant to the location or product being reviewed, not general social or political commentary, personal rants, or off-topic information.

No Conflicts of Interest: Users should not review their own business, a competitor's business, or a former employer.

No Incentives: Reviews should be voluntary. Offering or accepting payment, discounts, or free goods/services in exchange for a review (positive or negative) is strictly prohibited. 


Helpfulness and Detail

Informative & Insightful: Good reviews offer specific, relevant details about what other visitors are likely to experience, highlighting "highs and lows".

Descriptive: Vague reviews that only say "good" or "ok" are less helpful than those describing the setting, service received, price range, or accessibility features (e.g., wheelchair access).

Constructive Criticism: Even when frustrated, feedback should be respectful and constructive to help the business improve.

Include Visuals: Adding clear, relevant photos or videos that are not selfies can enhance the review's quality and utility. 

Policy Compliance

Respectful Language: Profanity, hate speech, threats, harassment, and sexually explicit material are not allowed.

Privacy: Do not include personal information like phone numbers, addresses, or full names of individuals other than your own without consent.

No Commercial Promotion: Reviews should not contain promotional content, advertising, or links to other websites or businesses. 

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