July 6, 2021

Everything You Need to Know About Facebook Reviews

a group of people each holding a star above their heads to symbolize 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 consumers have a personal Facebook account, which reduces friction and more importantly, incentivizes people to leave a Facebook review of a business.

In other words, if your brand wants to optimize its Facebook presence, you’ll need to know how to use Facebook reviews to your advantage.

One thing to note: If you haven’t done so already, 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. For brands with multiple locations, we suggest learning how to manage multiple Facebook Pages with Facebook Business Manager.

Facebook Reviews are Now Facebook Recommendations

For years, Facebook business Pages 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, Facebook followed the trends set by Netflix and YouTube by ditching the 5-star rating system in favor of Yes/No options. Now, a query field appears on a business Page’s “Recommendations and Reviews” section with the question: “Do you recommend (business name)?”

Users can answer by pressing the “Yes” or “No” button and can add further context to their recommendations with tags, photos, and more text.

How to Set Up Facebook Reviews

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. Go to your brand page.
  2. Click on the “Settings” button on the Manage Page section.
  3. A new window should appear. Click on the “Templates and Tabs” section.
  4. 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.

a screenshot of the review page on the ReviewTrackers Facebook page

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 as your brand Facebook account and not your personal profile.

Before typing a response, it’s important to learn how to respond to negative reviews and positive feedback equally. When done correctly, it can even help out with customer acquisition. Specifically, 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.

The way you handle criticism or praise online goes a long way towards brand success. Choosing the right words and taking feedback to heart can put your brand above the competition and serves as an additional factor in the overall customer experience.

Can I Delete Facebook Reviews?

Currently, you can’t delete individual Facebook reviews from your page. If you don’t want reviews, the only option is to disable the entire feature. To do so:

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

Turning this off might not be the best idea because it removes all reviews, including the positive reviews your brand might have accumulated throughout the years. In many ways, a brand page with reviews is better off than one without any reviews at all. That feedback serves as valuable  social proof for consumers, and they’ll be quick to dismiss a brand if it doesn’t contain any consumer feedback.

If you believe a Facebook review contains spammy content or doesn’t meet the terms of use and content guidelines, you can send a report to Facebook.

How To Get Facebook Reviews

Asking for reviews for your Facebook Page doesn’t have to be difficult (or awkward). If you have your customers’ contact information, you can send personalized SMS messages or emails asking for their feedback (make sure you get their permission to send messages to them before doing so). For those physically visiting your locations, you can give them physical reminders like cards or use stickers and posters in high-traffic areas to make customers aware of your Facebook page.

Screenshot of SMS Ask Tool template

Based on our own research, 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.

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