Digital marketers can no longer afford to ignore Facebook Recommendations. According to the social media giant, one of every three Facebook users looks for business recommendations and online reviews on the platform.
Businesses with higher Facebook ratings are more likely to be visited by users, who look through reviews to decide whether to use your services.
The business ratings consumers see on your Facebook Pages are based on multiple sources, but heavily influenced by Recommendations people share on your Page. Only Pages that allow Recommendations show ratings, and a Page may not have a rating if it hasn’t received enough Recommendations.
Make no mistake: Consumers will review your business on Facebook – more every year. In this post, we will show you how to monitor Facebook Recommendations and reviews, respond to customers on Facebook, flag inaccurate reviews, and optimize your page.
What are Facebook Recommendations?
Gone are the days of star-based reviews on your Facebook Page. Now, customers rate your business by choosing whether they recommend it or not.
Users can post an up-or-down Recommendation for your business – including text, photos and tags – directly on your Facebook Page.
After users give a thumbs-up or thumbs-down, they are asked for additional details using keywords, text and images. Commonly used keywords, or “tags,” work like hashtags that best describe a user’s recommendation.
Additionally, users can recommend a business by tagging a business’s Facebook Page when a friend asks for a Recommendation. Only publicly shared Recommendations are included in a Page’s overall rating.
All Recommendations display publicly on your Page’s Reviews or Recommendations tab. You can’t set Recommendations to private if they are enabled.
Facebook reflects your Page score across the platform, especially in places where customers make buying decisions or are talking about your business. These ratings are also discoverable by search engines and directories that may rank your pages higher based on your social media ratings.
Monitor Facebook Recommendations
Binary Fountain’s annual consumer surveys show that Facebook is the most popular social media site for business reviews in many industries, like healthcare and property management. Your marketing team must monitor Facebook Recommendations to stay relevant for today’s digital customers.
If you previously enabled reviews on your Page (pre-2019), Recommendations are automatically turned on. If not, follow these steps to turn on Recommendations:
- Click “Page Settings” in the bottom left menu of your business Page.
- On the Settings page, click “Templates and Tabs” in the left column.
- Click to the right of Reviews to toggle Recommendations on or off.
Once Recommendations are enabled, click the “Recommendations” or “Reviews” tab found in the left column of your business Page to view them. You can apply a “most helpful” or “most recent” filter to sort your Recommendations and find specific comments.
Respond to Facebook Recommendations
When you receive a Recommendation, you have an option to respond, similarly to a regular comment on your Page. You can also “like” a Recommendation or use an emoji reaction.
Here are some best practices for responding to negative Facebook reviews:
- Apologize, take ownership of the complaint, and offer a path to a solution.
- Take serious issues, or those involving personal information, offline. Follow company and brand guidelines.
- Empathize with the customer’s experience and communicate actions being taken due to their feedback.
- Be prompt. The sooner you respond to Facebook reviews, the greater the chance of service recovery.
Meanwhile, responding to positive reviews is an effective way to encourage more positive reviews. These, in turn, can outweigh the adverse effect of negative reviews.
You can also share positive reviews with your Facebook audience and on your website to make the most of user-generated content.
We recommend responding to every review, even if it’s fake. But there are additional steps you can take to protect your online reputation.
Flag or Remove Fake Facebook Reviews
Social media is fraught with fraudulent comments, and Facebook is no different. An estimated 55,000 fake reviews are generated each month on Facebook.
Like Google, Facebook enforces community standards for content and reviews restricted from the platform. But it usually won’t automatically remove inappropriate or untrue reviews. Your brand must report these types of content to Facebook directly.
You can’t delete individual Recommendations published on your business Page. However, if you think a Recommendation doesn’t follow Facebook’s community standards, or if it doesn’t focus on your business’s services, you can submit a report.
To report a fake review or recommendation on the platform:
- Click the ellipsis icon in the top-right corner of the Recommendation.
- Click “Find support or report Recommendation.”
- Follow the instructions and await a response from Facebook.
If Facebook deems the review as fake, egregious or spam, it still may take a few days to remove it. We do not recommended that you block Facebook Recommendations, as this will harm your online presence and separate your brand from the community.
Manage Your Social Media Presence
Facebook recommendations are indispensable to a growing number of brands who rely on a strong online reputation to attract new business. They make your pages easier to find on Facebook searches, more trustworthy for search engines, and more authoritative and authentic for consumers.
These reviews should be an essential part of your local search and social media strategy, by helping increase your web presence and highlight your brand’s customer experience excellence.
Click here to learn more about Binary Fountain’s Social Media Management tools.
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About the Author
Content Marketing Specialist