Using customer feedback to improve client happiness, retention, and loyalty is critical. It not only improves the overall client experience but also demonstrates that you care about your consumers. Successful businesses are constantly gathering feedback from their consumers- both on social media and directly through their website- to determine what changes may be made. If you want to stay competitive in the e-commerce arena, you must always listen to and encourage client feedback.
Since Facebook already solicits feedback from users, it is a great platform for advertising.
What Does Facebook Customer Feedback Score Mean?
Since Facebook’s algorithm is meant to maximize value for both individuals and companies, the company utilizes user input to crack down on low-quality ads. Facebook gives importance to its users, which is why they have devoted more time to obtaining feedback on the post-click purchase experience to guarantee their users are pleased.
Facebook can collect this information in a variety of ways. Surveys are sent to consumers who made a purchase after seeing an ad on Facebook in order to learn more about their experience with that advertiser. This data is then utilized to calculate your Customer Feedback Score.
Facebook collects feedback via a push message or a survey beneath the ad, as shown in the image above. Your customer feedback scores heavily influence your CPM, which is the primary indicator that predicts how much money you will spend on advertisements.
The Customer Feedback Scale
Your score is determined by the responses of your consumers to these questionnaires. After three weeks, feedback is sought. Your company is then rated on a scale of 0 to 5. This score is updated on a regular basis as Facebook collects additional information from consumers, so it may vary depending on the most recent input.
Here is the scale to measure the Customer Feedback Score:
- Good (4-5): The majority of customers polled expressed satisfaction with their purchasing experience.
- Average (3-4): Your score is comparable to that of other e-commerce firms that sell items using Facebook advertising.
- Poor (2-3): Your company is on the verge of incurring a delivery penalty, which means your advertisements will cost more and reach fewer people.
- Under Penalty (1-2): Ads incur a delivery penalty, resulting in lower reach and greater expenses. According to our most recent Facebook update, the minimum penalty is 10% and it just increases with time. They will be more expensive and reach fewer people.
- Advertising Disabled(1-0): Due to highly negative customer feedback, this Page will no longer be able to advertise on Facebook.
Your company’s score is graded on a scale of 0 to 5, and it is updated on a regular basis as additional information from your consumers is received.
What Does Your Customer Feedback Score Comprise?
- Delivery of the Product: Customers are asked if they received the product or not.
- Product quality: The survey will inquire about the product’s quality.
- Customer service: Customers are also questioned about their interactions with customer service representatives.
- Fastest Delivery: The survey also asks about the speed of the delivery and when they did receive their product after placing the order.
- Other: Any additional comments or concerns a customer may have about your company.
You may investigate the source of your negative reviews and determine what your consumers are dissatisfied with. Reading the evaluations will provide you with a clear idea of the issues that need to be addressed.
How Does Customer Feedback on Facebook Affect Your CPM?
Facebook customer feedback determines what you’ll pay for your advertisements and how many people will see them. So, if you don’t want to end up spending a lot of money on ads but still want to build a good enough audience, keep your customer feedback score high.
Furthermore, the perspective provided by the Facebook customer feedback score allows you to see parts of the business through the eyes of your customers. It provides you with unique opportunities to hold your company accountable for the promises you made to your customers.
Don’t underestimate the power of feedback- it’s all around you. Spend time soliciting and analyzing consumer feedback. Consumers love it when their thoughts and opinions are heard; so you must constantly be on the lookout for opportunities to listen. Don’t underestimate the influence that this product may have on your company. Make the most of this tool by investing time in your current, past, and prospective consumers.
How to Enhance Customer Feedback Score on Facebook?
If you notice that your score is low, you should take action right away. You may avoid ad penalties such as increased costs and poor reach by doing so. Even if you haven’t been fined by Facebook for poor feedback ratings, it’s a good idea to alter your strategy to keep your consumers happy.
If your page’s score falls below 3, Facebook will send you an email informing you of the decline. So, how can you prevent this decline from occurring? Facebook has offered a few pointers for improving customer feedback. Even if your Page hasn’t been fined, it’s a good idea to make sure you’re doing the right thing for your consumers.
- Make it clear what you’re selling or giving.
- Set explicit shipment expectations.
- Set explicit customer service expectations.
- Make certain that you can satisfy client demand.
Conclusion
It is critical to use the Facebook customer feedback feature to improve customer experience and happiness. Using this tool demonstrates that your company interacts with its consumers and values their feedback. This will assist you in realizing where you can develop and how you can differentiate yourself from the competition.
The Facebook customer feedback score may have a significant influence on your marketing efforts. Customer feedback is obviously essential to Facebook, which implies it should be important to your business as well. Hence, putting effort and using the right strategies to keep your customers happy should be your priority while advertising on Facebook.
