What is "Customer Feedback Score" on Facebook ? And How it's related with your Facebook Ads ?

How to check Customer Feedback Score on Facebook?

To check your score, visit https://www.facebook.com/ads/customer_feedback/ and choose your Facebook Page.

How Customer Feedback Score works?

Facebook uses a variety of information, including surveys from people who purchase from Facebook, Instagram and Facebook Audience Network ads, to help ensure that the ads accurately represent the product and service provided. Facebook use this information to give each business a score from 0 to 5. These scores are updated on a continual basis, based on the most recent feedback. Higher scores mean a higher percentage of positive customer feedback.

What is your Customer Feedback Score on Facebook? What does it mean?

4 to 5: Good customer feedback: The majority of customers surveyed gave positive feedback about their purchase experience.

3 to 4: Average customer feedback: Your score is on a par with other e-commerce businesses that sell products through Facebook ads.

2 to 3: Poor customer feedback: Your business is close to receiving a delivery penalty, meaning that your ads will cost more and reach fewer people.

1 to 2: Under penalty: Ads receive a delivery penalty and will cost more and reach fewer people.

0 to 1: Advertising disabled: This Page can no longer advertise on Facebook due to extremely poor customer feedback.

What is the Mechanism behind this survey?

One of my Page recently got hit with this survey. The Facebook asks for feedback on the below aspects:

1. Product Quality: Facebook asks the customer about the quality of the product they have received. This score is available in Percentage out of 100.

2. Did Receive it or not: Facebook asks the customer if they have received the product or not. This score is also available in Percentage out of 100.

3. Customer Service: Facebook also asks the customer if they are satisfied with the service or not. This score is also available in Percentage out of 100.

4. Delivery Speed: Facebook also judge you on the speed of Delivery. You can set the delivery speed on Score Dashboard. This score is also available in Percentage out of 100.

5. Others: Apart from above categories Facebook has not defined other aspects. The score here is also available in Percentage on a scale of 100.

You can access this score from Customer Feedback dashboard under Opportunities to Improve (it shows you the negative feedback) and Positive Feedback (it shows you the positive feedback).

PS: When your page get hit by Customer Feedback Score, Facebook let you know your strong areas and the areas you need to work for improvement.

This score changes every week depending on how great you are working on your Customer Feedback and if your page has been hit by a penalty than it can also been taken back after a week, if Facebook finds that your customer feedback has improved.

What are the recommendation on improving your Customer Feedback Score?

According to Facebook, if you’ve received notifications letting you know that your ads may see reduced delivery due to negative feedback, there are things you can do to improve.

Be clear about what you’re selling or offering

• Pictures, videos and all other ad creative should accurately represent what’s being sold. Ensure dimensions, sizes, materials and all other aspects of your product are accurately shown and stated.
• If you’re selling apparel, ensure the size charts that you’re using work for other countries you’re selling to (e.g. UK sizing may be different to sizing in China).
• If you’re sourcing goods from suppliers, ensure you maintain quality control and that the goods are delivered on time and as stated on your website and ad.

Set clear expectations for delivery

• Door-to-door delivery time should be accurately conveyed. The delivery information you provide should include processing times, item availability, delivery costs and any other factors that may affect the amount of time it takes to deliver an item.
• If possible, provide tracking information about the shipments so that the customers can track their packages.

Set clear expectations for customer service

• Honour any return and exchange policies advertised on your website.
• If you’re operating in a different time zone to your customers, be clear about how long it takes to respond to customer enquiries.

Make sure you can meet customer demand

• Scale your advertising with your business’ ability to deliver products. If your inventory is limited, you may want to consider running fewer ads or making it clear to customers before they purchase when the products are expected to be in stock and dispatched.
• Be proactive about telling customers when you can’t fulfil what was promised (e.g. you’ve run out of inventory and it will now take longer than expected to replace an order).

I hope this article will help you with your Facebook Ads Management. Now it’s your turn, feel free to comment below your queries and questions, would really love to hear your feedback.

About Me 

I am a Digital Marketer and Founder of IDYA_FOR_DEV. 

You can follow me on Instagram @idrissiyassine.