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Seems Facebook is serious about customer feedback (3)

01-24-2019 11:47 PM #1 dollar (Senior Member)
Seems Facebook is serious about customer feedback

Do you guys in ecommerce have problem with that score? some of our pages have score under 1 and get banned.

01-25-2019 03:34 AM #2 manu_adefy (Veteran Member)

Quote Originally Posted by dollar View Post
Do you guys in ecommerce have problem with that score? some of our pages have score under 1 and get banned.
Very common issue. We saw a few posts in different FB groups about it and made a short article about main things to work on to keep that score decent.

Getting your customer feedback ratings back up!

Facebook rolled out “Customer Feedback” section during Q2 of 2018 for all pages running ads to their e-commerce store. The objective for this is to ensure a positive experience for its users as well as for advertisers.

Here’s how this works:

  • For all the purchases coming in from your FB ad campaigns, some of the randomly selected purchasers receive a feedback survey.
  • Based on the customer feedback, each Page is assigned a “Monthly Satisfaction Score” on a scale of 1 to 5. (5 being the highest)

How customer feedback may impact your ads?

  • Pages with low MSS (below 2.5) might see reduced ad delivery and hence, lower Reach on their ad campaigns.
  • Pages/Ads with too much negative customer feedback will get flagged by FB and will immediately see reduced ad delivery. Ads from such pages will continue to reach fewer and fewer people.

However, this score is re-evaluated and updated every month, giving you a chance to improve your MSS.

How to raise your MSS?

If you visit the Customer Feedback section of your page, you will see if comprises of 4 sections on which your customers rate their experience:

  • Product Quality
  • Shipping Speed
  • Customer Service
  • Something Else

Product Quality

  • Be clear about what you are selling.
  • Make sure your ads are not misleading and accurately represent the product you are selling.
  • Check the product quality with your suppliers. Including sizes, dimensions, material etc. Especially if you are sourcing from China and selling in US, sizes may vary a lot.

Shipping Speed

  • Set clear expectations for shipping times, especially if you are dropshipping. Including processing times, item availability, shipping costs.
  • Provide tracking info to your customers at all times.

Customer Service

  • Address customer queries as quickly as possible.
  • If you are in a different time-zone, be clear about your response times. Don’t ignore their emails or phone calls.
  • Clearly specify your Return and Exchange policies on your website and honour them.

Something Else

  • Running out of stock? Got limited inventory? Consider running fewer ads.
  • Make it clear when the product is expected to be back in stock and by when will it be shipped.
  • Unable to fulfil orders due to circumstances beyond your control? Be proactive with your communication.
  • Provide easy refunds and/or further discounts on future purchase.

It all points to transparent delivery information (including from the supplier) and good communication. And OK products of course. That's why randomly delivering from AliExpress will likely get your FB Page and ad account banned fast.

Even if you try to provide good customer service, some Ali suppliers will outright lie about delivery status and won't provide good parcel tracking.

01-25-2019 08:22 AM #3 stickupkid (Senior Moderator)

Quote Originally Posted by dollar View Post
Do you guys in ecommerce have problem with that score? some of our pages have score under 1 and get banned.
Step up your game and score better! Finally FB is testing quality on customer feedback and acts on it, instead of randomly kill pages and accounts because of a slight misstep!

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