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AI Reviews in Chrome: Good Feedback Just Got More Important

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Published on August 6, 2025

Your store’s customer reviews are being amplified, with Google’s new Chrome update giving shoppers access to AI-generated review summaries. These summaries aggregate customer opinions from Google Shopping and popular review websites, such as ScamAdviser, Trustpilot, and YotPo.

With the update bringing more attention to your store’s reviews, it’s more important than ever before to monitor what customers are saying about your business. According to our online review statistics, nearly 88% of users say reviews have an impact on their purchasing decisions, so the time to act is now.

To help you adapt to the news, I’ll walk you through how the update works, its wider implications, and how your business should respond.

How Does the Chrome Update Work?

This Google update is an extension of its Store Ratings feature that displays your business reviews in search results. So, check that your business has enabled Store Ratings first to ensure that customers can see your store’s reviews when shopping via Google.

What Will Your Customers See?

When a user is browsing your online store, they’ll be able to click on the “View site information” button to the left of Chrome’s address bar and see an AI-generated summary of your business’ reviews.

A modern white lamp on a table beside a couch, with a review summary pop-up on a web page promoting the lamp. — The compiled reviews will also feature an overall star rating out of five. Source: Website Builder Expert

According to Google’s official post, your customers will able to see information about your:

Product quality
Customer service
Shipping
Pricing
Returns policy

💡 Good to Know

The summaries will be accessible on Chrome desktop, though Google hasn’t stated if they’ll appear on mobile devices in the future, too.

How Your Business Should Respond

Because Google is shining an even bigger spotlight on your reviews, your business needs to be proactive when asking customers for feedback. You should be encouraging reviews on websites that will be pulled into these AI summaries, which includes Google Business Profile reviews and third-party websites like Trustpilot.

Here are other ways that you can safeguard your business’ reputation:

Monitor your reviews – By tracking reviews across different platforms, you can address common customer concerns as soon as they appear. For example, if you’re noticing shipping complaints, you can reassess your shipping software, send times, courier choice, and packaging.
Respond to reviews (good and bad!) – Whether your reviews are good or bad, you need to respond to them to show customers that you care. If you ever need to reply to a Google review that’s less than ideal, don’t panic. Respond promptly, be empathetic to their situation, and offer a solution that can rectify their problem.
Add testimonials to your website – If you’re sceptical about the AI’s accuracy, you could also add social proof to your store’s webpages to build trust. This might include creating a separate testimonials page, or sharing user-generated content alongside your product listings or on social media.

While Google’s Chrome update will amplify your online store’s reviews and potentially surface negative opinions, your business isn’t helpless. Check your reviews regularly and respond to customers to build trust.

Most importantly, don’t be completely disheartened by negative reviews. View common feedback as an opportunity to improve your store and increase customer satisfaction in the long run.

Written by:

Holly Choules Writer

Holly Choules is a Writer at Website Builder Expert with a background in researching and crafting engaging content for digital platforms. In previous roles, she has demonstrated her wordsmith skills by writing for public facing brands in a range of industries. After gaining hands-on experience using leading website builders, like Wix and WordPress, she is now keen to share her findings through informative, easy-to-follow articles that help small business owners get online and grow their presence. Since joining the team in 2024 and transitioning into the tech sphere, Holly is passionate about applying her three years of content writing experience and upholding Website Builder Expert’s position as an authoritative source on website builders, ecommerce, and digital marketing.