Have you checked out Google Maps? It is a very convenient service to help you find directions to where ever you are going, including in many locations, a street view of the place you are planning to visit. But there are more features on Google Maps than just finding your way. Did you know customers can leave reviews of sites they visit on Google Maps? Here’s an example.

I did a search on BT Tower in London. Aside from the map, look carefully at the entry on the right of the map.

Notice the 25 reviews? Visitors have left their comments there.

How do they do it? If you click on the little arrow next to ‘more’ at the bottom right, a small drop down menu appears. One of the options is ‘Write a review”.

What is a Review? It could be a testimonial (a positive review),  it might provide additional information or it could be a complaint (a negative review). This is another site where customer satisfaction teams needs to focus their attention for customer feedback.

To quote Warren Buckley, managing director, customer service, BT: “Somebody has gone to BT Centre and BT Tower in Google Maps and where you can comment – which is obviously built more for writing ‘isn’t the Eiffel Tower wonderful, I had a lovely day there’ – I found a whole set of complaints as well as some positive comments. That would never had occurred to me except that somebody was coming to visit me and looked up where we were and found it and told me. Now I have somebody in our community environment working out how we start to answer in Google Maps. I also get complaints on LinkedIn. So you have to go where customers choose to go. It is hard but you can’t stop this journey.”

Google Maps is available to download on a cell phone but so far, Google Maps for Mobile does not include the ability to enter reviews. Stay tuned!

Monitoring sites where customers can leave feedback is a ever growing task for the customer satisfaction organization. The positive side is that ‘references’ or testimonials are left on these sites and can be harvested and promoted. But it also means that customer complaints and customer feedback needs to be monitored and, when necessary, managed for both the individual complainer and for the public who might read his review.

Has your organization been checking Google Maps for its reviews? Leave your comments below. Let’s share experiences.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

2 Responses to “Customer Satisfaction Secret: Customers can complain on ‘Google Maps’ site”

  1. Atrium Custom Homes Review Says:

    interesting page!

  2. sky sports Says:

    Fantastic article.

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