Understanding your rating
How Google calculates your average star rating
Your Google review rating is a simple weighted average of all the star ratings you have received. A new 5-star review raises your average. A new 1-star review lowers it. The only way to improve your average is to collect more positive reviews relative to negative ones.
There is no shortcut. You cannot remove genuine reviews, edit your rating, or pay to improve it. But you can systematically collect more 5-star reviews from satisfied customers who would not have reviewed without being asked.
Smart routing is the most important tool for improving your Google rating because it changes the composition of reviews that reach Google. Without it all customers are equally likely to post publicly. With it happy customers go to Google and unhappy customers go to a private form, producing a higher proportion of positive reviews in your public profile.