Leveraging customer feedback is vital for client fulfillment, retention, and fidelity. It can help improve the whole buying experience while also showing that you care about your consumers. If you wish to stay competitive in the ecommerce and dropshipping space, you should always pay attention to customer feedback.
When advertising on Facebook, keep in mind that the platform is already asking users for feedback on your behalf. Facebook has designed its algorithm to optimize value for individuals and companies. That’s why they’re using customer feedback to clear-out poor-quality advertisers.
In this blog, we’ll take a look at what the Customer Feedback Score is and how it can impact your Facebook advertising. Plus, we’ll also share a few tips to improve your feedback score.
What is the Customer Feedback Score?
Facebook carries out surveys with consumers to measure their experience with advertisers on its platform. These are mostly post-purchase surveys sent to customers who’ve procured products from Facebook ads.
The surveys address three critical areas:
- Product Quality
- Shipping Speed
- Customer Service
An advertiser is then given an overall score of 1 to 5 with 1 being a poor experience and 5 being an outstanding one.
Impact of Facebook Customer Feedback Score on Your Advertising
Facebook is very serious about the Customer Feedback Score. A good score (3+) will improve your standing in the eyes of Facebook and you’ll enjoy all the perks of being on the good side of its algorithm.
But if your score goes below 2, it’ll penalize the reach of your Facebook page. Moreover, it’ll also impose a delivery penalty on your ads, which means your Facebook ads will cost you more and reach fewer customers.
Advertising overheads are already increasing because of greater competition so a penalty like this would have a poor impact on your return on investment (ROI).
A score of 1 or below is a deathblow as Facebook can put an immediate ban on your advertising campaigns. This means you won’t be able to run any Facebook ads in the future.
How to Improve Your Facebook Customer Feedback Score
As discussed earlier, Facebook assesses customer feedback in three key areas. Let’s discuss each area one-by-one.
Product Quality
If you wish to improve your product quality score, you have to work on the authenticity of your product. Be as detailed as possible about your products. Mention accurate dimensions, materials, and advantages.
Shipping Speed
You should be transparent about estimated delivery times. You can also specify your usual delivery speed in the Customer Feedback Score dashboard. This helps Facebook appropriately set up these surveys to customers. As a result, you won’t get penalized if you offer a 2-week delivery but a customer takes a survey before the item is delivered.
Customer Service
Most of the customer complaints or concerns are regarding return policies or response times. So be transparent with consumers about when they can expect a response. Also, clearly spell out your return policy on the website so that there are no ambiguities.
Improve Your Facebook Customer Feedback Score With Feedback Master
The whole purpose of generating a Customer Feedback Score is that Facebook wants consumers to trust the products advertised on its platform. If you’re already delivering great customer experiences and positively responding to client feedback, then you shouldn’t have to worry.
Want to enhance your Customer Feedback Score? Feedback Master has got you covered!
We have a network of 3000+ active and real Facebook profiles that can help improve your Customer Feedback Score in just 7 days. Contact us now to learn more.