Connecting to Google Places

Suite
Customer Experience
Product
Qualtrics
What's on this page
Qtip: To use this project type, you must have the, Online Reputation Google and Online Reputation Facebook permissions enabled, found under “Extensions.” You also need the Manage Location Data permission.

About Connecting to Google Places

If you have a Google Business account, you can connect it to Qualtrics to report on, analyze, and action Google Reviews across your different locations. This feature is capable of mapping reviews to other location feedback in your CX program, supporting multiple Google credentials, and letting you tie Facebook reviews to specific locations.

Qtip: Once a review is left on a location in Google, it can take some time before it’s available in Qualtrics. A review may even take longer than an hour if it’s been flagged by Google and needs verification from their team.
Qtip: If a review is updated, removed, or receives a new reply (including updates to existing reply messages) on Google, or if a reply is deleted, those changes will be reflected in the project. Reviews for each project are synced once a month.

Setting Up Your Project

Go to the catalog and create a Reputation Management project.
reputation management in the catalog
reputation management in the catalog
Select Your business reviews.
modal shows two options - your business reviews and competitor reviews. business reviews option is highlighted
modal shows two options - your business reviews and competitor reviews. business reviews option is highlighted
Click Next.
Select Connect to Google Places.
3 tiles shown, connect to google places is highlighted
3 tiles shown, connect to google places is highlighted
Click Next.
Add a Google Business account. Follow the steps in the Adding a Google Business Account section.
new window where you can log into a google places account
new window where you can log into a google places account
Click Next.
Along the left, select Google business groups you want to import.
Page where you select a group to import
Page where you select a group to import
Qtip: All groups are selected by default, but you can choose to only bring a few in if you want.
Attention: Locations with no reviews will still be pulled into the project. However, if there are no reviews, no data will appear in the dashboard for that location.
Click Import all.
Qtip: It may take a while for locations to import. Feel free to navigate away from the page in the meantime.

Once your locations are imported, you can create dashboards or workflows.

Adding a Google Business Account

In order to pull Google Reviews into Qualtrics, you need to connect to a Google account. If you already have an account connected, you can select that account. But if you are connecting for the first time, read on.

Attention: This Google Business account needs to be an owner or manager of the locations you want to add to Qualtrics. See Google’s documentation for more details.

Adding an Account as a Brand Administrator

If you are a Brand Administrator, you can add a Google account for some or all users in your license to use.

First, find and install the app. Make sure to choose the option named Google, not any of the other Google options, like Google Sheets.
Then add an account.

For more on managing which users have access to this account, see Determining Who Can Use an Extension Account.

Adding an Account as an Individual User

Follow the steps in this section to add a Google account for your personal use. Only you will be able to use the account that you connect to.

Click Add user account.
Button upper right of window where you add a new Google account
Button upper right of window where you add a new Google account
Give the account a name. This name is used for organizational purposes and to identify the account.
name the account
name the account
Click Connect account.
Log into a Google account where you are an owner or a manger of a Google Business profile.
logging into Google
logging into Google
Then you will be redirected to the Google consent screen, which will summarize the authorization we need to access files in your Google Business account. Read the description and click Allow.
authorizing Qualtrics
authorizing Qualtrics

Managing Locations

Once your locations have loaded, you’ll see them listed in the Reputation Management tab.

Reputation management tab has each location listed in a atable. 3 dots menu to far right of each location has edit location option inside
Reputation management tab has each location listed in a atable. 3 dots menu to far right of each location has edit location option inside
Click Add Google Locations to add more locations. You can even connect to additional Google Business accounts.
Click this icon to download a spreadsheet of your Google Place IDs.
Qtip: This can be helpful if you want to see the ID behind each location and want to use it to align dashboard data, or if you want to use the solicit reviews question.
For every location, you’ll see the following columns of information:
  • Name
  • Address
  • City
  • State/Province
  • Region
  • Connected Profiles
Click Actions next to a location to do open Location details. Here you can view additional details, remove or change the Google connection, or connect to Facebook.

Enhancing Google Reviews for Dashboard Analysis

Follow the steps in this section if you want to create consistent role-based dashboard restrictions or analyze reviews by information not normally included in Google Reviews, such as region, market, division, and more.

Google has a customizable field called “Store Code” that contains a unique identifier for each location. If the data in your CX program uses these same unique identifiers, then you’ll be able to link your Google Reviews with feedback you’ve collected in the Qualtrics platform.

For more information on managing Store Codes, see Google’s support documentation.

Make sure your Google Store Codes match your Qualtrics data.
Import the locations data into Qualtrics. (See step 1 of the Location Data support page.)
Map the location source with your Google reviews in your dashboard data. (See step 3 of the Location Data support page.)
You can now start building your dashboards!
Qtip: In order for this setup to work, the “Store Code” field in Google needs to match the unique ID that you also use in Qualtrics.

Connecting Locations to Facebook Reviews

Once you’ve connected your Google Places to Qualtrics, you can also pull in Facebook locations! We especially recommend completing this step if you’ve created a separate Facebook page for each of your locations.

Qtip: If you have only 1 Facebook page shared among all of your locations, try adding review sources instead.
Qtip: The Facebook API does not support old recommendations without content messages.
Click the Actions button next to the location.
editing locations
editing locations
Select Location details.
Under Facebook, click Connect.
connect facebook
connect facebook
Click Add user account.
Give the account a name. This name is used for organizational purposes and to identify the account.
.
.
Click Connect account.
Once you’ve logged into the correct Facebook account, you’ll be asked to select all pages you’d like to connect to.
Configuration window in Facebook
Configuration window in Facebook
Then you’ll be asked whether you’d like to configure access permissions for Online Reputation Management. Please note that if you choose to disable any of the permissions listed, it may not work as expected.
Window where you configure what you will allow the Qualtrics app to do in Facebook
Window where you configure what you will allow the Qualtrics app to do in Facebook
Continue through the prompts until you reach the screen shown below. Here, you will be able to choose which Facebook pages you’d like to include in the project using the Pages selector.
New window where you decide the page to import and confirm
New window where you decide the page to import and confirm
Once you’ve finished, click Done.

FAQs

If a new location is added to my Google account, will it automatically pull into Qualtrics?

If data about a location changes (e.g. store code, location name, etc), will it be automatically updated in Qualtrics?

How do I get locations that have no Google reviews included in my dashboard?

What if my Google Store Code doesn’t match the IDs I use for locations in my Qualtrics CX data?

If I change my Google Business profile credentials, will it affect my Reputation Management project?

Are review scores normalized for sites with different rating scales?

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