November 4, 2020

The Guide to Facebook Reviews

a group of people monitoring and responding to facebook reviews

Facebook reviews have the power to bring more customers for any business. In fact, Facebook alone holds 19% of all customer reviews.

Most people today have a personal Facebook account, which reduces friction and incentivizes people to leave a review of a business on the same platform.

One thing to note: If you haven’t done, we suggest taking the time to learn how to claim a Facebook business page. Doing so ensures that you have an official place on Facebook where people can leave reviews. If you have multiple locations, you can learn how to manage multiple Facebook Pages with Facebook Business Manager.

a man walking to a laptop to work on facebook reviews

Facebook Reviews are Now Recommendations

For years, local business Pages on Facebook featured traditional online reviews and ratings. This changed in 2018, when the social network rolled out a series of visual changes and features that included “Facebook Recommendations.”

With the update, and following the trends set by Netflix and YouTube, Facebook ditched the 5-star rating system in favor of Yes/No Recommendations. Now, a query field appears on a business Page’s “Recommendations and Reviews” section. It asks the question: “Do you recommend (business name)?”

Users can answer by pressing the “Yes” or “No” button. They can also add tags, photos, and more text to bring more context to their recommendation.

How to Set Up Facebook Reviews for Your Page

By default, Facebook reviews are activated when you create a Page. If, for some reason, it isn’t available when the Page is created you can turn it on manually via the Manage Page section on the left side of the screen. To turn on Facebook reviews:

  1. Click on the “Settings” button on the Manage Page section.
    a screenshot of a facebook page showing where you can activate facebook reviews
  2. A new window should appear. Click on the “Templates and Tabs” section.
  3. Toggle the “Reviews” option to ON.

To make it easier for people to leave feedback, you should make sure that people see the Reviews section on your page. You can change the order of the sections in this area through the “Templates and Tabs” section in the Page’s settings. Drag the dotted icon next to the section name to change the order.

How Do I Respond to Facebook Reviews?

Any review, whether or not it includes additional text feedback, appears like a post in the Reviews section. This means you can respond to any review on a Page by commenting on it. Before you do so, make sure you’re responding with the business’ Facebook account.

For some real-world context, learn how to respond to negative reviews. When done correctly, it can even help out with customer acquisition. Customer reviews research shows 44.6% of consumers are more likely to visit if a customer responds to negative reviews, but don’t wait too long because 53.3% expect a response from you within seven days.

Can I Delete Facebook Reviews?

Currently, you can’t delete individual reviews off your Facebook page. The only option is to disable the entire review feature in the Page settings section.

  1. In the “Settings” section of the Manage Pages tab, click on the “Templates and Tabs” button.
  2. Next to the “Reviews” section, toggle the switch from On to Off.

Turning this off might not be the best idea because it removes any positive reviews the business might have accumulated throughout the years. Worse yet, it removes the vital social proof needed to attract more customers to your business.

You also have the option of removing a review if it contains spammy content or doesn’t meet terms of use and content guidelines. If that’s the case, you can send a report to Facebook.

two people working together to monitor facebook reviews

How Do I Get More Facebook Reviews?

There are plenty of ways to go about asking for reviews on your Facebook Page, from handing out reminder cards at checkout to sending them a request via email or SMS (make sure you get their permission to send messages to them before doing so). For optimal results, our own research suggests that the best time to start asking for reviews is around 2-3 p.m. or 6-7 p.m.

Regardless of when you ask for feedback, the important thing is to keep it short, sweet, and uncomplicated. Quickly tell people why you want their feedback and provide a short link that doesn’t require people to jump through multiple hoops before they can leave a Facebook review. Reducing the friction while appealing to the consumer goes a long way to creating customer retention and getting the insights you need to improve the customer experience.

The Importance of Facebook Reviews

Customer reviews are vital to the point that 92.4% of consumers use them to guide their purchasing decisions. People need that social proof to know if a product or service is worth the time, and more importantly, the investment.

On a popular site such as Facebook, reviews carry plenty of weight, and you need to use it to your advantage to improve the experience, attract more customers, and beat the competition.

Harness the power of reputation management to attract customers and grow your business.

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