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iTunes App rating on Google Search

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iTunes App rating on Google Search ngucha1 29/10/15 16:44
Hi,  

My name is Charlie and I am the project manager of a digital production agency - Protein One.

One of the apps that we have developed - Dandelion App - https://itunes.apple.com/au/app/dandelion/id521903725?mt=8 has an average of 4 star rating on the iTunes store, however when you search it on Google Search, it comes up as 1 star. How does Google generate the average ratings on it's search page? Is this an error? The app has more than 1 review - so just interested why it's coming up with the wrong information.

I've attached these two examples as screen shots.

Thank you, and I hope to hear from you soon.

Charlie

Re: iTunes App rating on Google Search RickRoll 29/10/15 16:51
Hi Charlie,

You're the second app developer I seen recently commenting on this issue. In both cases the page displays "We have not received enough ratings to display an average for the current version of this application." I suspect a connection, that Google is expecting to find a rating but Apple isn't implicitly stating one and it is causing confusion.  Suggest using the "feedback" button at the bottom of the search page. 
Re: iTunes App rating on Google Search Valdemar Wollgarth 30/10/15 03:57
We are having the same problem with our app, Spondi. It appears as 1 star on Google even though it has 4.5 stars for previous versions (none for current).

Is there no way to directly contact Google about this problem?
Re: iTunes App rating on Google Search Joe Hanley 02/11/15 11:54
Same issue here. Our app Syntorial has 5 stars for 17 previous ratings, and 5 stars for 1 current rating, but in Google search results is showing up as 1 star. Considering this shows up on the first results page when searching "Syntorial" this is NOT good for business.
(inconnu) 03/11/15 10:56 <Ce message a été supprimé.>
Re: iTunes App rating on Google Search John Ucciferri 03/11/15 10:59
Hello,

We too are having issues with our app ratings showing incorrect data. We have a 4+ rating in the app store and Google only shows a rating of 1.

Screenshots below.
Re: iTunes App rating on Google Search Joe Hanley 03/11/15 13:02
I spoke with a Senior Apple Advisor. Here's what he had to say:

=====


We’ve actually seen a few cases like this as well from other developers. It appears that if your application for its current version does not have enough ratings to display an average, Google’s search results displays the “null” item as a one star rating.


For example, if you view your app’s preview:


https://itunes.apple.com/us/app/syntorial-synthesizer-training/id956861240?mt=8


You’ll see that the Customer Ratings section states “We have not received enough ratings to display an average for the current version of this application”. This is, we believe, where Google’s search results is pulling the ratings data. Applications with enough ratings for their current version to display an average appear correctly when Google searching the application. Angry Birds would be one example.


I hope this helps clarify what may be going on in this case. We’ll have to wait to hear back from Google to see if they have any additional input as well. Please let me know if you have any questions or concerns and I'll be happy to help.


====


So this appears to definitely be an error on Google's side of things.
Re: iTunes App rating on Google Search John Ucciferri 03/11/15 13:10
Thanks Joe Hanley. So if I understand correctly, each version update of the app has to have a certain amount of ratings to display the average? Did they give an indication of how many ratings you need for an average?


Re: iTunes App rating on Google Search Joe Hanley 03/11/15 13:31
That's correct. I've asked the Apple advisor how many it takes, I'll let you know if he responds. Googling around, the general consensus is 5.
Re: iTunes App rating on Google Search Norberto Benavides 09/11/15 12:28
I have the same situation with all my apps and there are someone with no stars in the actual version but have better rates in older versions, I don't know who need fix this but is painful.
Re: iTunes App rating on Google Search BitShapeSoftware 14/11/15 20:03
This is pretty horrible, and it's hard not to suspect a bit of competitive foul-play. 1-star and 'not enough reviews' are not synonymous.
Re: iTunes App rating on Google Search BitShapeSoftware 14/11/15 20:04
Just to add: I have an app with 157 reviews at 4.5-stars, and others with 4.5-5-stars and they're showing up as 1-star in search results. It's pretty nasty.
Re: iTunes App rating on Google Search Ian Norman 15/11/15 02:28

I am not a developer but I have noticed this same behavior on many of the most recent apps that I've downloaded, many of which are 4.5+ star apps that show up as 1 star in the results. Seems like a horrible problem, this really needs to be fixed as I think it would negatively affect many small developers. Skiplagged is a great example. 900+ reviews, 4.5 stars, shows up as one star in search results. 
Re: iTunes App rating on Google Search E R T 15/11/15 13:10
I'm experiencing the same issue with my series of award winning iOS 5*apps titled The Flitlits. I've messaged Google and Apple in the hope of a resolution to the problem. The implications currently in terms of my apps/ concept being considered for collaborations and opportunities are very concerning. 
Re: iTunes App rating on Google Search aviavi123 17/11/15 20:59
Yes, I'm having the same issue with my app VoxBeat.  https://itunes.apple.com/us/app/voxbeat-beatbox+multi-track/id1009030008?mt=8 - which hasn't received any reviews.  But come one:  no reviews and a 1 star review are NOT the same! 

Re: iTunes App rating on Google Search jrlsg 18/11/15 06:14
experiencing the same with our newly launched app. This is terrible as it is almost as Google does a negative-advertisement or sabotage for new apps. please rectify
Re: iTunes App rating on Google Search SF_A 18/11/15 14:25
Seeing the same issue. We update our apps maybe about once a month. Google search results do not show the complete existing rating for all versions and it makes products look really bad.
Re: iTunes App rating on Google Search E R T 18/11/15 15:00
Is there an avenue whereby we can approach Google with our concerns? Suggestions would be welcomed with gratitude.

Re: iTunes App rating on Google Search Joe Hanley 18/11/15 15:07
I've attempted two things:

1. The "Send Feedback" link at the bottom of Google's search results page. But I have a feeling that goes spinning down a blackhole.

2. I've spoken with an Apple rep and urged him to have their web team contact google about it. The rep said he forwarded the info onto their web team and said "Hopefully this information will get to the appropriate team and Apple and Google can get this oddity ironed out." Not exactly reassuring.

I feel like Apple should be more concerned about this, considering it could be discouraging people from purchasing our apps and cutting into their revenue as well. 
Re: iTunes App rating on Google Search aviavi123 18/11/15 15:28
Thanks Joe Joe Hanley - the "Send Feedback" option is good, and I would encourage all to send this.  It certainly can't hurt.
Re: iTunes App rating on Google Search Joe Hanley 18/11/15 15:34
I agree. If enough of us send feedback on this, hopefully Google will notice.
Re: iTunes App rating on Google Search E R T 18/11/15 15:49
I messaged Apple a few days ago but with no response yet. I'm also posting on Facebook, where there is concern among developers also. I messaged Google via the Developer's page. The reply was polite and included an apology for there being no option that allows the sharing of concerns among departments... 
Re: iTunes App rating on Google Search E R T 18/11/15 16:22
Thanks for the advice relating to the 'Send Feedback', Joe. I've actioned that now for each app in my series. I'll post the message on Facebook also.
Re: iTunes App rating on Google Search Joe Hanley 18/11/15 17:30
Just got an update from Apple: "Right now we do have internal teams working on this issue and we are awaiting a response as soon as they are able to provide a resolution."
Re: iTunes App rating on Google Search E R T 19/11/15 04:02
Thank you so much, Joe. I hope they sort things out ASAP. 
Re: iTunes App rating on Google Search Remi Gigoux 21/11/15 11:56
Thank you for this information and all these insights Joe Hanley.
We are experiencing the same issue with our app Yomiwa which has a 1-star rating on Google Search that is not reflecting the reality and is hurting our download totals...

Thanks,
Remi


Re: iTunes App rating on Google Search Thomas Woodfin 24/11/15 23:13
Hello anyone know a solution for why 1 star review is occurring????
Re: iTunes App rating on Google Search stefan meyer 25/11/15 08:53
having same issue, 1 star in google because we released a new version
Re: iTunes App rating on Google Search sven braun 26/11/15 02:28
Same issue with all my apps :-(
Any news or solutions ?

Re: iTunes App rating on Google Search Oliver Greschke 26/11/15 02:47
I have the same situation. My App has 5 Stars (from 23 people in Germany) in iTunes and 1 star in Google 
Re: iTunes App rating on Google Search jingshaochen 02/12/15 17:42
We are having the same issue. We just released an App called SalesRam for Salesforce last week and when I google it, it shows a one star rate. In App Store there is no review yet! This is bad. One star to you, Google!
Re: iTunes App rating on Google Search Questa Admin 02/12/15 21:02
Hi everyone, yes our educational gaming app, QuestaGame - which is rated 5 stars on iTunes and 4.7 on Google Play - is having the same issue. Has anyone showed this to legal? One would think the situation is ripe for a class action because Google is misrepresenting reviews...or perhaps we're missing something here? 
Re: iTunes App rating on Google Search asdfjklsem 03/12/15 04:22
Same here.  Why is no one talking about this?  Google is damaging our brand and Apple is too busy selling jewelry to help us.
Re: iTunes App rating on Google Search Joe Hanley 03/12/15 06:29
Just found another thread on this: https://productforums.google.com/forum/#!topic/websearch/gICdBknKzqo;context-place=forum/websearch

It looks like this thread was "escalated it to the Community Manager". But that was on Nov 9.
Re: iTunes App rating on Google Search T.Woodfin 03/12/15 21:25

If you will search my app : "MeetMe Social App By Thomas Woodfin" in Google you can see my app. It's hss good ratings in Apple store but in Google search it shows only one. Really!! It's bad for our business. If any one have answer for this then reply me.


Google has ignored many requests.  I have contacted an attorney and they are writing an official letter for defamation.  If you want to participate, email me at  creative...@tbldevelopmentfirm.com.

Thanks

Re: iTunes App rating on Google Search Joe Hanley 04/12/15 09:07
Well this is good news. From a Community Manager on another thread:

"I'm happy to share that we've been working hard on providing a solution, and a new fix has been scheduled for the next release, which should be rolling out early next week. Appreciate your patience here. If you continue to see any incorrect ratings after mid-next week, please report back here to let us know and we'll re-investigate. Thanks for your patience!"
Re: iTunes App rating on Google Search E R T 04/12/15 16:03
Good news, indeed! 
Re: iTunes App rating on Google Search T.Woodfin 04/12/15 17:56
hello Joe,

Can you share the thread link?

Thanks
Re: iTunes App rating on Google Search merty 04/12/15 22:18
Re: iTunes App rating on Google Search Doil Denver 08/12/15 05:57
Very good news indeed! Google has been killing our app before it's even released! InstaYelp has all 5 stars from the beta users but Google has tagged it with 1 star since long.
Re: iTunes App rating on Google Search Doil Denver 08/12/15 05:58
Re: iTunes App rating on Google Search Elena Minakova 08/12/15 08:28
I have the same problem: My app "Asbuka" (Russian Introduction Course, Education) has at the moment 11 reviews, most 5-stars-reviews, on average 4,5 stars. The actual version of "Asbuka" has three 5-stars reviews.But if you search for my app in Google, you will see on the page with search results my app with only ONE star (from 5 possible)! 
I've sent screen shots to Google - as I see it makes no sense to wait for an answer.

The funny thing is that while searching on an iPad or a smartphone Google indicates the correct number of stars.

Re: iTunes App rating on Google Search Brett Whiteside 15/12/15 23:35
Re: iTunes App rating on Google Search T.Woodfin 16/12/15 07:01
Hi I see update on iOS that no poor review show in search but we just got 20 new 5 star reviews.  I guess it will take time to propagate  
BTW.  If you want 5 star reviews fast to help your rankings, PM me at creative...@tbldevelopmentfirm.com

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