EditorialGuy - 2:53 pm on Jul 29, 2013 (gmt 0)
But it is in the eyes of a "normal" user who IMO sees Google as ultimately trustworthy. How many people rely on G. as their first port-of-call for emotional/health problems type searches every day? (things you'd only discuss with your partner/doctor). This extends to commercial searches too and users inherently trust that G. only gives them quality results. I would speculate that many people wouldn't be able to separate quality content and business reputation when it comes to rankings in search results. (ie "I found them on Google, so they *must* be legit").
User perceptions don't change the fact that Google doesn't rank businesses according to metrics that aren't readily available--and that it has never claimed to use.
If I owned an e-commerce business, I'd certainly want to have happy customers, and I'd hope that having happy customers would lead indirectly to better Google rankings. But I wouldn't get angry with Google (or Bing, or Yahoo!, or Yandex, or Baidu) for ignoring my quick order fulfillment or the fact that I supplied a tracking number with every shipment.