Low Feedback Score on Facebook? Here’s How to Improve It!

Facebook's feedback score is a crucial metric for businesses using Facebook to advertise and sell products.

In this article, we'll explore where you can find your Facebook feedback score and how you can improve it if it's low.

Let's get started!

What is the feedback score on Facebook, and how is it calculated?

Facebook uses a feedback score to rate businesses based on customer experiences.

This score ranges from 0 to 5, with 5 being the best possible rating:

The feedback score is calculated using various inputs, including customer surveys and interactions between people and businesses on the platform.

Let's break down the score ranges as follows:

• 4 to 5. Good feedback.
• 3 to 4. Average feedback.
• 2 to 3. Poor feedback.
• 1 to 2. Under penalty.
• 0 to 1. Advertising disabled.

Facebook collects feedback through surveys sent to customers after they interact with a business.

These surveys ask about the customer's experience, including product quality and delivery times.

The platform also considers other factors, such as customer complaints and refund requests.

All this data is then combined to generate the overall feedback score.

It's important to note that scores are updated continually. This means a business's rating can change over time based on recent customer experiences.

Where do you find your Facebook page's feedback score?

To find your Facebook page's feedback score, first go to Facebook's Business Support Home.

Here, you can manage your business accounts and pages.

Next, click on 'view my accounts' to see a list of all the business accounts linked to your profile.

Choose the business account that's connected to the page you want to check. This will open up more options for that specific account.

Now, select the page you're interested in from the list of pages under that business account.

If your page has sufficient data for analysis but its performance is below average, you'll see a message indicating that it is lagging compared to similar pages.

However, if there isn't enough data to make a meaningful comparison, you'll instead see the notification shared in the above image about insufficient data:

Checking your score often will help you track how customers view your page and business.

Remember, your feedback score can impact your ability to run ads and sell products on Facebook. A higher score means you're doing well in customer satisfaction.

How do you improve your Facebook feedback score?

Let's say your page has received a low-quality score due to a negative customer experience with your product or service.

You can take several steps to boost your Facebook feedback score.

Now, something that you should be aware of is that Facebook sends a survey to your customers right after your purchasing pixel has been fired off, meaning when someone makes a purchase via your ads:

This survey asks customers about their experience with your business, which directly impacts your feedback score.

If you want to change the delivery time so that customers receive the survey later, you can adjust the timing by going to your:

1. Commerce Manager
2. Click on settings
3. Find shipping

Then, change the estimated delivery days for how your customers can expect to receive their package; this way, you'll delay the survey being sent out until after the new estimated delivery timeframe:

This ensures that customers have ample time to receive and experience their product before being asked to provide feedback.

That being said, you can implement further strategies to improve your Facebook feedback score.

1. Set realistic expectations for delivery times. Be transparent about shipping timeframes, especially if products are coming from overseas. Under your Commerce Manager settings, you can set your shipping speeds to 'standard' or 'economy' to give a more accurate delivery window and avoid disappointing customers.
2. Provide detailed product information. Include precise measurements, materials, sizing charts, and multiple clear photos from different angles. This prevents customers from feeling misled when items arrive. For apparel, specify if sizing runs small or large.
3. Quickly address customer inquiries and issues. Respond to messages within 24 hours. Consider using saved replies for common questions to speed up your response time. If a customer is unsatisfied, try to resolve their problem or offer a refund/replacement.
4. Implement quality control. Work only with reputable suppliers and order product samples to verify quality, accuracy of descriptions, and packaging before listing.
5. Solicit feedback and reviews. After a positive interaction or fulfilled order, encourage customers to leave a review. More 4-5 star reviews can significantly boost your overall score.
6. Customize your packaging. While generic packages are common in dropshipping, adding custom invoice slips or inserts with your branding can make the experience seem more professional and intentional for customers.
7. Offer order tracking. Whenever possible, provide tracking numbers and frequent updates to give customers peace of mind while waiting for deliveries.

The key is to be proactive in setting proper expectations, delivering on your promises, and quickly rectifying any issues that arise.

Prioritizing customer service and satisfaction is essential for receiving positive feedback.

How to request a review of your feedback score?

When your Facebook page gets a low feedback score, you can ask for a review. This helps if your score drops due to temporary issues or recent changes.

To start the review process, we need to follow these steps:

1. Go to Business Support Home.
2. Click 'View my accounts.'
3. Pick the business account linked to your page.
4. Choose the page you want reviewed.
5. Click 'Request review' to submit.

The review lets Facebook check your page again. It's a chance to show any improvements you've made.

We recommend fixing any issues before asking for a review. This might include:

• Addressing customer complaints.
• Improving product quality.
• Updating shipping policies.
• Enhancing customer service, perhaps using surveys to monitor customer satisfaction.

Requesting a review allows Facebook to see your recent efforts, which can help improve your score and restore your business advertising abilities.

Summary

Before we go, we've created a quick summary of this article for you so you can easily remember it:

• A negative Facebook feedback score can negatively impact ad performance and account privileges.
• Ensure to monitor your feedback score regularly to maintain a strong presence on the platform.
• Improve your customer satisfaction by using surveys.

Conclusion

That's it!

A low Facebook feedback score can seriously hurt a business. It limits ad reach and may even lead to account restrictions.

We can't stress enough how important it is to keep customers happy. Good service and clear communication go a long way.

With enough effort, you can turn things around. Focus on customer satisfaction and watch that score climb!

Want to learn more about ecommerce?

Ready to move your online store to the next level? Check out the articles below:

• 11 Facebook Ad Tips for Dropshipping Stores in 2024
• 8 Best Facebook Ads Interest Targeting Tools (Free & Paid)
• Facebook Ad Retargeting for Dropshipping: A Beginner’s Guide

Plus, don't forget to check out our in-depth how to start an online store guide here.