Everything You Need to Know about Facebook Reviews

Everything You Need to Know about Facebook Reviews

Are you a local business that gets reviews?  Reviews can be very powerful to draw in new customers.  Recent studies have shown that 88% of people trust online reviews as much as personal recommendations.  That’s HUGE!

Also Reviews show up much more prominently on mobile devices which is when people are near your location.   Allowing people to leave a review for your location on Facebook is a good idea and gives social proof to potential customers.

UPDATE:  Facebook Reviews are available for any type of Page.  All you need to do is to add the Review tab to your Page.  I think Reviews can be a valuable form of social proof for any type of business.

Here is everything you need to know about Facebook Reviews.  **This article contains updates from the original post.

1.  How to Enable Reviews or turn them off

The Ratings and Reviews feature (where you see the star rating on the main Facebook page) is available for any type of Page. For many types of Pages, the Reviews tab is on by default, reviews and star ratings are displayed. However, you can hide the Reviews tab if you want.

First go to to the Settings section on your Facebook Page and select Edit Page from the left sidebar.

Edit Facebook Page

 

Next scroll down to the Reviews section and make sure the Tab is set to On.  You may have to add a tab if you don’t see the Reviews tab there. Note that you can also get the direct URL address of your Reviews tab here to send to your customers.

 

Enable Facebook Reviews on Your Page

 

Enable or disable reviews on your Facebook page.

If you turn the Reviews off and then back on later, all the previous Reviews you have received will still be there.

2.  Responding to Reviews

As a Page owner, respond to the reviews by either Liking the review or posting a comment.  Do this for both positive and negative reviews.

Respond to reviewsRespond to reviews

3.  Deleting a Negative Review (Spoiler Alert: You Can’t)

Many Page owners wonder how they can delete a negative review.  In general, this is not a good practice – it’s better to respond to a negative review so that people who are looking at the reviews see that if there is a problem with your product or service, you care enough to correct the situation.

Deleting a Facebook Review

Only a the owner of the review can delete the review.

If you have a negative review, respond thoughtfully and try and take the situation offline (ask if they can give you a call or send an e-mail).  If you correct the situation, you can always ask the reviewer to post an update or even edit or delete the review.

If there is a text review along with a star rating, you can Report the Post to Facebook.  They will then decide if the review doesn’t meet their community guidelines and take it down if that is the case.  (And of course, I wouldn’t want to report this nice review)

Report a review to Facebook

Remember that reviews can be an indication of a real problem in your business if you are getting too many negative reviews.  Look at negative reviews as an opportunity.

You could also try and message the reviewer to see if they would take the review down.  Only the person who posted a review or Facebook can remove a review.

If you don’t want reviews to display at all, you can uncheck the box to display reviews but all the reviews that you have received will still remain if you enable them again in the future.

4.  Reviews and Featured Videos

When you enable Reviews and the Map on your Facebook Page, the map shows up in the about section on the left sidebar along with the reviews.

Reviews and map on Facebook
Reviews and map shows up on the left sidebar

 

When you have the map enabled, you can’t have a Featured Video that shows up in your About section on your left sidebar.  So that is one downside is that your Featured Video doesn’t show up as prominently but it’s much better to make it easy to find out your location.

Take a look at this quick video I did on Facebook Reviews.

Also, if you want to find the Reviews YOU have personally given to other businesses, you can look on your personal profile under the More menu (or it’s also available directly at your Facebook profile URL/reviews)
See your own Facebook Reviews

How about you? Are you using Reviews on Facebook? How are they helping your business? Share your thoughts in the comments below!

  • Mauro Calbi

    Hi Andrea,
    how do you promote the reviews? I think FB reviews are better than TripAdvisor since they aren’t anonymous.

  • Great question Mauro – unfortunately there is no way to “share” the review other than to cut and paste it into a Status update – maybe a “thanks for this great review that just came in from Jane” type of thing. You could also link to the Review tab. Or you could take a screenshot of it and send it out as a photo update. Hope that helps spark some good ideas!

  • Isabelle Anne Abraham

    Hi Andrea,

    Thanks for the great info. I noticed a few pages, listed under “Companies & Organizations” (not “Local Businesses”) that have reviews enabled. How did they manage to do that?

    Thanks!

  • mckensiek

    What if I run my business out of my house and don’t want everyone on Facebook to have my home address… is there a way to enable reviews without needing an address?

  • marissa

    Hi Andrea, I’ve tried disabling the reviews however after checking off the box the reviews are still there. (It now says “Show map and check-ins on the Page”). It doesn’t mention “star-ratings”.

  • Matt Swain

    Then there is the issue of fake 1 star reviews: https://www.facebook.com/help/community/question/?id=420667118130767

  • Dahna Borg

    Hey there! In the section where you would write the street address, select the arrow and select ‘location within a place’ and then retype your city/town 🙂

    Hope that helps!

  • Terry

    Good morning Andrea, when I disable reviews on my business page, it also disables “Check-in’s”. How can I still have check-ins but not reviews? Thank you for your assistance.

  • Unfortunately that’s not possible – you either get both or none. Sorry!

  • sobo

    Facebook now allow people to post anonymous star ratings. I know we have received a vindictive rating from someone my business partner had a disagreement with outside of the business in another work place and I don’t think this is fair. Is there anyway to report to facebook or delete this rating? thanks

  • Hi, I was wondering if there was a way to direct clients to the review function at the end of a sale? Any suggestions? Is there a link I could use?

    Many thanks

  • JeffreyS821

    Um; not everything I need to know. As a photographer, I check in and post photos with locations. Recently, FB started asking me to write reviews and if I don’t, it keeps asking me again and again, nonstop, sometimes every 10 minutes. How can I turn this off; it’s driving me crazy?!?

  • Yes I suppose that was too broad 🙂 That sounds crazy! So I looked at the Notifications section of a personal profile on Mobile and didn’t see anything. But possibly if you turn off all notifications maybe it would help: https://www.facebook.com/settings

  • Ivo

    Hi Andrea,
    I’m trying to get reviews on my facebook App page. I have enabled reviews in the settings. User can click and write their reviews (and choose the number off stars) but somehow they are not able to save the review (clicking ‘done’ does not result in an action). The only way out of the review dialog box is clicking the ‘x’ and choose for discard my review. Any ideas?

  • Nash Hariyani

    Hello,

    I’m trying to send our Facebook review link to our customers via email. But the feedback I’m getting is that when they click on it, it asks them to log on to their Facebook account instead of automatically opening in their Facebook app. How can I work around this?

  • Mike Cummins

    How does Facebook decide which reviews are “Most Helpful”? We really need to know this, because 95 of our 105 reviews are 5-star reviews. but two of the negative reviews are classified by Facebook as “Most Helpful”. This means that they appear at the top of the reviews, as the defauilt category by which Facebook displays a reviews is not “Most Recent” or “Star Rating”, but is “Most Helpful”. How does Facebook decide which reviews are “Most Helpful”?

  • Kelsey

    Hi Mike-

    We’re you able to find a solution for this? I am having the same problem where negative reviews are showing up first even with a overall 4 start rating. Thanks!

  • Mike Cummins

    Hi Kelsey, unfortunately no one has so far sent any suggestions. However, we believe that getting people to comment on posts may cause these posts to be categorized by Facebook as “Most Helpful”. You have nothing to lose by trying this and it may work. We´re currently experimenting in this area. Let me know what you find. Best regards, Mike

  • Wren Allen

    When I review a business on Facebook do my friends see it in their timeline, and/or do they get a notification regarding it?

  • Michelle Morden

    Hello all… is there some way I can order my reviews to be latest first, when showing ont he main page?
    TIA

  • Doctor Schnaps Ⓥ

    “All about Facebook Reviews” *Fails to mention how to review things on Facebook*

  • Dj

    What happens when you cant comment on reviews on you page? has that happened to anyone else?

  • Alexa Follen

    Hi this has also happened to us in the last day. Would love to know what is causing it.

  • Sandie Broe Nielsen

    is it posible to write a review of an other page as my page (company) instead of just as my personal profil ???

  • Karen Jakeman

    https://uploads.disquscdn.com/images/9315791ea2b135612b79189e9c535aef0ed0e7284fe4ba1c8db2dc04e317e939.jpg
    I can’t see my reviews on my page as the owner or viewing it as a customer but I know customers can – help! Thanks x

  • S Rice

    We have had a 3 star review show up on the top of the reviews for months. We have since received many 5 stars review. Is there anyway to not have an outdated review placed further down?

  • Jemma Lofthouse

    I disabled my reviews for a while but I’ve just allowed people to post review back on my page. My review sections had re-appeared and my old reviews are still there but no one can post a new review, any advice? x

  • Elena Ford

    I have one 3* review from 3 years ago which is leaving me at 4.9* rating! I have 34 other reviews at 5*! How many 5* reviews does it take before the one! 3* gets cancelled out in my overall rating? If ever? Or I am I stuck at 4.9 because someone I barely know leaving below star rating?

  • ameliagalit

    I have a 1 star review and it keeps showing. All the other reviews which are more current are 5-stars. Why won’t it go away? So annoying. I see others have asked the same question but haven’t seen a reply yet

  • Kim Janson-Thorneycroft

    I am having the same problem. Did you ever find an answer? Thanks

  • Rebecca Crewe-Bratké

    Some of my reviews appear then dissappear? Why is this and how can I retrieve them?

  • Bonnie Sayers

    I would like to know how to find all the reviews I have given out personally. I thought at one time they were on our personal profile somewhere?

  • Also Reviews show up much more prominently on mobile devices which is when people are near your location. Allowing people to leave a review for your location on Facebook is a good idea and gives social proof to potential customers.