Hey Jonathan
There are a couple of things that really jump out at me here.
Point 4 - You must use a full address or you are not going to see solid results. Seeing as how you used a mailbox previously and then are now using a new address then you likely have some NAP consistency issues. You need to
Point 5 - Do you need an address on the website - absolutely! There used to be an option to not show an address on your places listing and specify a service area but they are moving away from this and address is essential for your places listing and you really need to have this address on the website as well.
First thing i would do is take a look at the Local Ranking Factors from 2013 and review each point from the Foundational Ranking Factors, Competitive Difference Makers and Negative Ranking Factors and I think you will soon see a whole host of problems.
If I just pick a few from each to feedback on:
Foundational Ranking Factors
- Consistency of Structured Citations - multiple addresses will cause problems
- Quantity of Structured Citations - sounds like you have only updated some so likely work to do here
Competitive Difference Makers
- Consistency of Structured Citations - same problem as we have multiple addresses out there
- Quantity of Reviews - we have some but more would always help
- Quantity of Citations from Industry-Relevant Domains - you don't mention going after any industry specific citations and again if there is inconsistent address details on these sites then...
Negative Ranking Factors
I think you manage to hit 3 of the top 6 here
- Listing detected at false business location - that mailbox won't have helped here
- Mis-match NAP / Tracking Phone Numbers Across Data Ecosystem - those old citations are again not helping here
- Mis-match NAP / Tracking Phone Number on Places Landing Page - again, those old citations will be working against you
- Absence of Crawlable NAP on Website - at position ten but still very important!
Ultimately, the things that work towards helping you rank are in many cases the things that work against you if not done right. The concern over listing the address is understandable but a consistent NAP across the data ecosystem and on industry related sites is such a huge part or ranking locally that you can't really get away from this.
Your question here was 'local, really? and the answer has to be a resounding yes. You can see that local is important in that the query you are targeting (and variations of) all show a seven pack of local results so local is more important than traditional organic listings (which are also heavily localised in many cases) but if you want to optimise for local you have to be prepared to have the address visible.
You really need to get all of the basic, foundational factors in place and make sure the NAP is 100% consistent and there is little to no duplication (that is sites that have multiple citations at the correct and incorrect address). You also need to be prepared to wait a while if you have negative factors to undo here. I would really be looking at a six month process including a clean up and then some positive promotion to get where you need to be (no quick or easy wins).
This post will give you more details on the importance of citations along with a structured process to identify and audit all of your citations to get that consistency in place (and results will follow):
http://www.bowlerhat.co.uk/blog/noise-trust-nap-consistency/
Hope that helps some and keep the faith - local works, it just needs some work to get there.
Marcus