Facebook is no longer just today’s most popular social network; it’s also an emerging local business discovery engine, with pages for local businesses that users can like, mention, talk about, engage with, connect to, and review.
Yes, that’s right. Review.
In case you didn’t know (and this began late last year), Facebook now allows business users and business page administrators to enable a Review button, with ratings based on a five-star system. Facebook pages with Review buttons come also come with a box where users can write their answer to the question, “What do you think about this place?”
What makes Facebook reviews different from that which you see, say, on Yelp or TripAdvisor is that these reviews serve as social signals, too, and can (depending on the reviewer’s privacy setting) be seen by the reviewer’s friends and social network. By their very nature, they have a unique potential to build buzz around your business or brand and generate new opportunities for you. As a matter of fact, Facebook is already the top app for mobile users looking to write online reviews.
Have you enabled online reviews of your local business on Facebook? If not, here’s some info – and answers to frequently asked questions – to help you get started.
Update: Facebook recently switched its reviews system from star ratings to a simpler “Yes/No” Recommendations. You can read more about it in our latest blog post.
How do I add the Facebook Review button on my page?
Not all Facebook pages can enable and display reviews and ratings. Pages for singers or actors or authors, for example, can’t (yet) have a review button. To make sure that your Facebook page is review-ready, you have to choose Local Business as your page category, which means that you’ll also have to specify a physical address or location. You will then be given an option to narrow this page category down to, say, a restaurant, a café, a hotel, a hospital or healthcare facility, or what-have-you.
If you need to change your page’s category to Local Business, all you have to do is:
- Go to Settings (located at the top of your page)
- Click Page Info
- Select Local Business as the page Category
- Select a more specific category like restaurant or café
- Save changes
To add your business’ physical address or location, follow these steps:
- Go to Settings
- Click Page Info
- Click Address to enter your business’ physical address
- Click to check the box next to Show Map, check-ins and star ratings on the page
- Save changes
Who can write and post Facebook reviews of my business?
Unlike some review sites, Facebook doesn’t allow anonymous reviews. At the very least, reviewers have to have personal Facebook accounts in order to write a review or rate your business. Users can rate your business from one to five stars, though, without having to write a review, and these online ratings factor into your overall rating.
How do I see all reviews on my Facebook Page?
By default, you should see eligible reviews from Facebook users. We say eligible because there are a few restrictions and issues within the site’s review system.
For starters, you need to receive enough reviews and ratings before an overall score is added to your page. Reaching that number requirement can be difficult because people can alter the visibility of their review. They can choose to write a review and make it visible to everyone, which makes it show up on your business page, or just to their friends.
There are also some internal issues that come with viewing all of your reviews. Some business owners reported that they couldn’t see all of the available feedback when they logged in to the website.
Other users mentioned that looking at the business page when logged off seemed to show all visible reviews. However, there were others who tried the workaround and they still couldn’t see the full list of reviews. If you have this problem you should visit Facebook’s help center.
Another way to see all of your Facebook reviews is by using the ReviewTrackers review management software, which has direct integration with Facebook. Sign up for a trial or request a demo to see all of your Facebook reviews displayed on our dashboard.
Will I be able to respond to reviews of my business on Facebook?
Yes, you will be able to respond. When enabling reviews on Facebook, you’ll see an option to respond that is similar to the option to comment on a page post left by a user. You can also “like” a review instead of responding with a full message.
However, if the reviewer’s privacy settings are such that the review is not visible to the public, the audience that can see your response will also be limited to the members of the user’s social network that can see his or her review.
It’s best to respond to feedback and questions as soon as possible. Pages that respond to 90 percent of messages, and have a median response time of 15 minutes over the past seven days will get a “Very responsive to messages” badge on the page.
There’s also an option to respond to users through private messages. This is a great way to deal with those who leave negative reviews.
How do I delete negative Facebook reviews?
Unfortunately, you can’t delete reviews on Facebook. You can, however, disable the Review button. You can do this by changing your settings and removing your business address off your Facebook page. You also have the option to report a review as Spam if you think the review is fake, fraudulent, and written by a disgruntled ex-employee or competitor.
People are writing great reviews of my business, but they’re posting on a different Page. How do I prevent this?
Recently, Facebook introduced the ability to get Local Business Pages verified. This means that you can help potential and existing customers find your official account – instead of duplicates or accounts that you’re not an administrator of. Verified business Pages will also show up higher in search results.
How do I set this up?
To verify your Page, go to “Settings” and click “Page Verification”. You’ll be asked to enter your business’ publicly listed phone number. After entering the number, click “Call Me Now” to allow Facebook to call you with a 4-digit verification code. (Alternatively, you can upload a business document (i.e., phone bill) to get verified. Look for the option that says “Verify this business with documents instead”. Make sure that the business document shows your business name and address.