Google has made significant adjustments to how the Questions and Answers (Q&A) feature is displayed in local search results. While Q&A remains active, its visibility is now conditional based on the type of search query and the results shown.

Currently, Google Q&A appears in two main scenarios:

• When users search and receive a local map pack, clicking on a business will reveal its Q&A section.
• Searches carried out directly within Google Maps continue to display Q&A for all types of queries.

However, when users search directly for a specific business and receive only a Knowledge Panel result without a map pack, the Q&A feature no longer appears.

Google recently clarified these changes, noting that the Q&A section is available only for specific business categories and regions. They also emphasised that ongoing improvements may continue to alter the appearance and functionality of this feature.

Impact

These adjustments may influence customer engagement patterns, particularly affecting businesses that previously relied on Q&A visibility in direct search results. Reduced visibility in certain contexts could limit opportunities for businesses to directly address customer enquiries, potentially affecting consumer trust and decision-making.

What You Can Do

• Regularly Monitor Q&A: Ensure timely and accurate responses to customer enquiries to maintain engagement.
• Seed Relevant Questions: Proactively post common questions and detailed answers to guide customer interactions.
• Encourage Customer Participation: Prompt loyal customers to actively participate in the Q&A, reinforcing trust and authenticity.
• Stay Updated: Continuously monitor Google’s updates to quickly adapt to further changes and optimise your business’s online presence. Visit our website regularly to stay informed.