Understanding Q&A
Google Business Profile has a Questions & Answers feature where anyone can ask questions about your business — and anyone can answer them. If you're not monitoring this, strangers might be answering questions about YOUR business. Let's take control.
What Is the Q&A Feature?
What to do
Understand how Q&A works on your listing so you can manage it effectively.
Step by step
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Q&A appears on your listing. When customers view your business on Google Maps or Search, they can see questions and answers about your business.
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Anyone can ask a question. Any Google user can post a question about your business.
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Anyone can answer. Here's the scary part — any Google user can answer questions about your business. Not just you. Random people, competitors, or well-meaning but wrong customers.
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Answers can be upvoted. Users can mark answers as helpful. Highly-upvoted answers appear more prominently.
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Questions persist. Unlike posts, Q&A stays on your listing indefinitely until removed.
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Google doesn't notify you by default. You might not know when new questions appear unless you're actively checking.
**If you don't answer, someone else will.** Random people answer questions on Google listings all the time — sometimes helpfully, sometimes incorrectly. A competitor could even answer questions about your business. Take control by answering first.
Why Q&A Matters
What to do
Understand the value of managing your Q&A section.
Step by step
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Customers use it. Real customers do check Q&A before visiting or calling. Unanswered questions or wrong answers can cost you business.
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It's visible. Q&A often appears prominently on your listing, especially on mobile. Customers see it.
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It's indexed by Google. Q&A content can appear in search results, potentially helping your visibility for relevant queries.
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It builds trust. Quick, helpful answers from the business owner show you're attentive and customer-focused.
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Wrong answers cause problems. If someone incorrectly says you're closed on Sundays (when you're not), customers won't come.
Does Q&A affect rankings?
Q&A content is indexed by Google and can appear in search results. While it's not a major ranking factor, relevant keywords in Q&A could theoretically help your listing appear for related searches. More importantly, good Q&A improves conversion — customers who get their questions answered are more likely to choose you.
Finding Your Q&A Section
What to do
Locate the Q&A section on your listing to see if there are existing questions.
Step by step
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Search for your business on Google. Use Google Search or Google Maps.
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Look at your listing. On the Knowledge Panel (Search) or business profile (Maps), look for "Questions & answers" or "Q&A".
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You might need to click to expand. Sometimes Q&A is collapsed and you need to click "See all questions" or similar.
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Check if there are existing questions. Are there unanswered questions? Questions with incorrect answers? Make a note of anything that needs attention.
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Note: Q&A is not in business.google.com. Unlike other features, you manage Q&A directly on Google Search or Maps, not in your dashboard.
Types of Questions You'll See
What to do
Know what kinds of questions typically appear so you can prepare.
Step by step
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Practical questions: "Do you have parking?" "Are you wheelchair accessible?" "Do you take card payments?"
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Service questions: "Do you offer [specific service]?" "Can you do [specific thing]?" "How much does [service] cost?"
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Hours/availability: "Are you open on Sundays?" "What time do you close?" "Do I need to book?"
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Location questions: "Where exactly are you?" "Is there parking nearby?" "Which entrance should I use?"
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Policy questions: "Do you allow dogs?" "Can I bring my own [something]?" "What's your cancellation policy?"
Examples by industry
"Do you do emergency callouts?" "What areas do you cover?" "Do you work on combi boilers?" "How much for a new bathroom?"
"Is it child-friendly?" "Do you have vegan options?" "Can I bring my dog?" "Do you take reservations?"
"Are you accepting NHS patients?" "How long is the wait for an appointment?" "Do you do payment plans?" "Is there parking?"
"Do you do Legal Aid?" "How much is an initial consultation?" "Do you handle [specific type of case]?" "Can I get a fixed fee?"