Meta Introduces New Policies to Protect Customers and Businesses from False Online Reviews
Meta has recently implemented a new Community Feedback Policy in the United States, with more clear limitations on what's allowed in customer reviews and feedback posted in the app.
The new policy aims to "ensure that reviews are based on real purchasing experiences," while also obscuring fake and abusive remarks.
To put it another way, Meta is currently putting in place new systems to detect fake and misleading reviews, restrict the range of those who use reviews as a weapon, and prevent anyone from attempting to defraud the system with bogus positive feedback.
According to Meta:
“More than 200 million businesses connect with their customers through our apps and technologies. Community feedback provides businesses with helpful insights from their customers and helps people make trusted purchasing decisions as they discover new products.”
Meta is currently introducing more detailed guidelines on what is allowed in product and business reviews to ensure things are on track, along with clear rules against incentivization and relevance parameters.
So you can't give away free stuff in return for ratings, and the relevance section will include system abuses, such as angry or otherwise unhappy persons using unfavorable reviews to criticize a company.
There'll be an obligation of proof in each situation for Meta to operate on, but if there is an obvious correlation between these aspects and on-page reviews, you can anticipate Meta to intervene and punish your Page as a response.
Online reviews have become a popular outlet for unhappy customers to vent their frustrations, whether or not their complaints are genuine. Simultaneously, the value of favorable evaluations has expanded dramatically as a result of the advent of online purchasing and discovery, giving brands even more incentive to stimulate positive feedback in any way they can.
Strategies to elicit good reviews are fine, but you can't bribe people to give you positive feedback, any more than brands should expect any form of security from erroneous criticism.
To uncover potential infractions, Meta claims it will use automated technology and human reviewers, and it also invites people and businesses to flag dubious reviews in its applications.
“In addition to complying with our Community Standards, all feedback people leave about products and businesses must now comply with our Community Feedback Policy, which specifically prohibits manipulation of reviews, incentivization, irrelevance, graphic content and spam.”
The new policy is now in effect for businesses in the United States; more information about Meta's 'Ratings and Reviews' policies may be found here.