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Review Stats Panel Is Wrong & Does Not Match The Total Actual Platform Review Count

Bug ReportsReview Sources

The problem:

The total number of reviews reported in EMR for each 3rd party platform is not the same as the actual number of reviews on each 3rd party platform.

It is underreporting the total review count.

We have seen this for Facebook, Tripadvisor and Google.

With the client we have been testing this with the reviews are out by the following:

Google - Actual no. of reviews 4,390 EMR count 3,298 - Out by 1,092

Facebook - Actual no of reviews, 3,611 EMR count 625 - Out by 2,986

Tripadvisor - Actual no. of reviews 3,245 EMR count 2,062 - Out by 1,183

In total, EMR is underreporting by 5,261 reviews

This shows the total number of reviews as per the main dashboard on EMR.

This shows the correct total of the reviews oer platform

Posted by Angus Murray ·
Status: Completed8 comments

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Comments8

  • mannie@embedmyreviews.com

    Team•

    Jun 28, 2025

    @Angus Murray Both Google and Facebook sign-in options should now sync ALL. I have tested this on your account locally and I can see all reviews being fetched. Please reconnect for a full one-time sync to get all reviews into the platform.

    • Angus Murray

      •

      Jul 21, 2025

      @mannie@embedmyreviews.com Thanks for coming back to me.

      I've disconnected the 3 review platforms (Google, Facebook, and TripAdvisor) and reconnected them all now, but the total is still not correct.

      Unfortunately, the split of total reviews per third-party platform has now been removed in the latest update, so I can't see exactly which platform is contributing to the error.

      However the total should be:

      -11,716 (total of Google, Facebook & Tripadvisor.

      But at the moment, the EMR total being shown is 5,340

      So the difference is 6,376.

      It would be massively appreciated if this discrepancy could be fixed as it’s currently preventing me from bringing our clients across to the platform - As you can appreciate, no business owner wants to see the number of their reviews look lower than it actually is, and it just creates distrust in what is otherwise a great platform.

      If there is any further information you would like from me which may help in fixing this bug them please do let me know.

      Thanks

      Angus

  • Leandro Teixeira

    •

    Jun 25, 2025

    I agree with @Torsten. By default, the data displayed should be the number of reviews and the average rating that is actually present on the platform, rather than those that are imported and calculated in EMR. These are the data that truly matter to our clients, regardless of whether EMR has imported all reviews or not, and consequently calculated the average rating based on those imported reviews. That is not what is important to the clients (at least it’s how I view it).

    However, I understand that it is crucial to cause minimal disruption to the current operation, as there will always be those who have already become accustomed to the metrics as they are right now.

    Therefore, I suggest two things:

    • Create a toggle to view different metrics (number of imported reviews and calculated average rating vs. number of reviews on the platform and platform average rating).

    • Establish a way for us to choose which metric we want to be set by default on our clients, either at our account leve (agency) l or at the level of each of our clients. For me, it could be at the account level (agency), as I don’t think I would need granularity on this, but granularity is always welcome :)

    This way, @mannie@embedmyreviews.com could keep “everything as it is currently”, but we could opt to have all our client accounts default to the source platform’s review count and rating.

  • mannie@embedmyreviews.com

    Team•

    Jun 12, 2025

    @Angus Murray looking into this I reached out to you on chat but your Google account is not authenticated. Please re-connect probably why it’s not working for Google also suggest doing the same with Facebook and letting me know what happens.

    • Angus Murray

      •

      Jun 17, 2025

      @mannie@embedmyreviews.com thanks Mannie.

      I have removed and re-connected all 3 of the profile - Google reviews, TripAdvisor and Facebook and waited 3 days for the data to settle.

      Unfortunately, the review count is still a long way out.

      Please find below the screen grabs from the Embed My Reviews dashboard and the screen grabs from each of the individual platforms. I have included the date and time in the screenshot so you can see.

      The discrepancies are as follows:

      1. Google Reviews Count=4,494 - EMR Google Count 4,111 (difference 383)

      2. Facebook Reviews Count=3,637 - EMR Facebook Count 609 (difference 3,028)

      3. TripAdvisor reviews Count=3,331 - EMR Tripadvisor Count 2,055 (difference 1,276)

      Across the three platforms, the review count should be 11,462, but EMR is reporting it as 6,775.

      Therefore, it’s not recording 4,687 (40% down) reviews.

      Let me know if there is any further information may be helpful to get this fixed?

      I really think that getting this review count accurate is fundamental to the success of onboarding clients and keeping them.

      If they log in and see the review count is wrong, they immediately distrust the platform.

      Thanks,

      Angus

      Table Summary

      Dashboard from EMR

      Screen grab from Google Business Profile

      Screen grab from Tribadvisor Business Page

      Screen grab from Facebook Business Page

  • Torsten

    •

    Jun 7, 2025

    I think to don’t confuse the clients it’s important to show the reviews which are actually on each platform . Even if the visible number is different . And it’s also an nice info , but this could confuse clients . Maybe an for example total :376 reviews / visible reviews 250 ( if only one I also prefer the first number to avoid confusion)