For brands: What content should you report?
We have a dedicated content team at ProductReview.com.au, as well as a state of the art system that allows us to proactively analyse and filter reviews. However, we always welcome and are greatly appreciative of community input, both from our reviewers and Brand Managers alike. This is what makes ProductReview such a great source of genuine and trustworthy consumer opinions.
There are several forms of content that you should report. These include:
- The review contains personal details.
This includes names of employees, the reviewer's full name, email addresses and postal details.
- The review contains personal attacks, swearing, and vilifying comments.
Reviews that contain personal attacks against staff and other reviewers should be reported. Reviews that contain offensive language and comments that can be considered vilifying should also be reported.
- The review has been published on the wrong product or service.
If the review has been posted on the wrong listing, our internal content team can move it to the correct listing.
- The reviewer did not use the service or product.
Products: The reviewer did not use the product they are reviewing.
Services: If the reviewer did not use the service at all. Please note that the review may still be deemed valid if the reviewer has used a part of the service. I.e the reviewer has experienced the pre-sale aspects of a service.
- A number of reviews that are overly positive or contain ‘marketing speak’.
If it feels like there is a strange pattern in positive reviews report this so our content team to look into this further.
- The reviewer is affiliated with the listing.
If it's obvious from the content that reviewer is somehow affiliated with the company or product please report this.
There are several forms of content that you should not report. These include:
- Claiming that our member’s username does not match-up in your customer database.
A number of our genuine reviewers choose to use nonidentifying nicknames, this does not mean that they are not genuine customers.
- The reviewer is not being factually accurate or has stated several mistruths in their review.
ProductReview cannot act as a finder of facts and as such does not arbitrate or referee factual disputes. We recommend responding to the review stating your side of the story.
- A reviewer has only submitted one review.
This is not an uncommon pattern with reviewers and is insufficient evidence and does not constitute that a review is fake.
- The reviewer has not responded.
Some customers choose not to respond to Brand Managers, this can happen for a number of valid reasons and does not mean that the reviewer is not a genuine customer. However, a well-written response shows that you are proactive in finding a solution. In many cases, a good response to a negative review promotes consumer trust more so than positive reviews and is great for your Brand image.
Please note that our content team reserves the right to a final decision to any submitted reports. You can read more on this right here→.
Please also be aware that due to the number of requests we get each day, we are unable to reply to content flagged by reviewers or Brand Managers that are yet to sign up to our Brand Management platform.