Facebook will improve bad shopping experiences with customer satisfaction score

7. 2. 2019

Facebook will evaluate advertisers based on feedback from customers. Businesses will have access to a new page where they can check their performance and user ratings. In the case of bad feedback, Facebook will penalize companies.

Matt Navara has shared a preview of the tool that Facebook is testing, called the Customer Satisfaction Score, on Twitter. It consists of a list of positive and negative feedback, an explanation of the score and a general overview.

The dashboard includes an average score based on customer ratings and penalty scores. If customers are not satisfied with the purchase or service and report negative ratings, Facebook will punish companies by making the ad more expensive for the advertiser and reduce the reach of its ads.

The dashboard includes an average score based on customer ratings and penalty scores. If customers are not satisfied with the purchase or service and report negative ratings, Facebook will punish companies by making the ad more expensive for the advertiser and reduce the reach of its ads.

On a feedback card, you’ll see information such as:

  • which countries the evaluation comes from
  • how the quality of goods, delivery, and seller behavior are assessed
  • the full wording of the customer service

Facebook wants to use this tool to eliminate fraudulent companies and wants customers to be guaranteed quality when buying. Introducing scores and penalties will increase the likelihood that companies advertising on Facebook will offer potential customers high quality services and products.

The new feature will likely be an extension of the Ad Actions tool that Facebook launched in June 2018. In the Recent Ad Activity tab, each user will see all of the ads they have clicked on and will be able to rate them.

I am passionate about the world of technology and online marketing. In the past, I have worked for several years on campus as a teacher at marketing and hotel management departments. Currently, I work with various experts as an online marketing consultant at international level between Switzerland, Italy and the Czech Republic. I specialize in e-commerce, social media and website development. In my spare time you will meet me in the nature immersed in the beauty of three triathlon disciplines. At Newsfeed I will share with you the latest news from the diverse world of social media.

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