Calls Guarantee: how it's measured
Calls Guarantee: if in the 90 days after your site goes live your Google profile doesn't bring you more calls and visits than this time last year, we keep working free until it does.
What we count
We add up three figures from the Performance section of your Google profile: calls, website visits (the clicks to your website) and direction requests. The total is what counts; they don't all need to go up. “Calls” are the times someone taps the Call button on your profile. Google doesn't count the calls that actually come in. Messages, bookings and the overall “Interactions” figure don't count. A day with no data from Google counts as zero.
Day 1
It's the day we put your site live. If your profile isn't verified yet on that day, day 1 becomes the day Google verifies it. On that day we save a screenshot of your dashboard and Google's day-by-day breakdown. We take the screenshot: you keep doing your jobs. The figure we compare you against is fixed on that day and doesn't change.
What we compare against
a) The same dates last year: the 90 days that start exactly one year before your day 1. That way Christmas is compared with Christmas and August with August.
b) If Google doesn't give that data and your profile has at least 90 days of history, the 90 days before day 1.
c) If your profile has less than 90 days of data, your third month (days 61 to 90) has to add up to more than your first month (days 1 to 30) and reach at least 15.
If your business was closed, inactive or in another area last year, tell us when you sign up and we use rule b. Every monthly report compares your month with the same month last year, when Google gives that figure; if not, with the month before.
Unusual days
If a day adds up to more than 5 times the daily average for its period, and also to more than 10, that day counts as the average. It applies the same way to the period before and the period after, and you'll see it in the day-by-day breakdown. Example: your average is 2 a day and one day shows 40; that day counts as 2.
The result
Google takes a few days to show the data. That's why on day 95 we send you the result: the total for days 1 to 90, the total for the dates we compare against, the screenshot of your dashboard and the day-by-day breakdown. You can check it yourself: open Performance, pick those dates and add up the three figures. If your dashboard shows less than our report, your dashboard wins. If you disagree with anything, tell us by day 104 at the latest. You don't have to claim anything: if the figure isn't beaten, we start working free.
If it isn't beaten
We keep working free until it is, with no limit on the months. We start charging again when your last 90 days add up to more than the same days last year. If we compare with rule b, when they add up to more than the 90 days before your day 1. For new profiles (rule c), when a month adds up to more than your first month and reaches at least 15. We check every month, in your report. While we work free we don't charge you: if you pay quarterly, the next payment waits, and if you pay yearly, those months are added to the end of your year.
Conditions
The guarantee applies if:
- you give us manager access to your profile within 7 days of signing up;
- you approve the site within 7 days of us showing it to you;
- your payments are up to date;
- you don't change your profile (phone, website, hours, category or name) without telling us;
- Google doesn't suspend your profile because of something you did;
- if you disagree with the result, you tell us by day 104 at the latest.
If Google suspends your profile through no fault of yours, or you close for more than 7 days in a row and tell us, those days don't count and the period is extended by the same amount. The guarantee applies once, to your first 90 days.