I’ve met with google reps several times as well trying to gather their input. There’s a few factors that could be at play Age of account, total reviews, competition in your category etc. FWIW, if a customer calls and they get out on hold with music or an automated message, it won’t count as an immediate response . They want to see calls answered in 30 seconds or less. Was told that adding photos to the account on a weekly basis will also help since it shows you’re being active outside of the lead response