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It is no secret that Facebook’s star ratings review feature was a big hit for businesses everywhere. It is also no secret that Facebook really wants users to engage with this fairly new feature. So much so, that they have included a description on how to use it- for all non-techy users. However, with all great features come great responsibilities. Before you go balls to the wall on hounding your clients for Facebook Reviews or leave the feature turned on, there are a few things your team must take into account.

How is your business FanPage rated?

A FanPage’s star rating is the average of all star ratings that your page has received.  Your team should also consider that when a user leaves a star rating or writes a review, they can also select an audience. For example, if they leave a star rating and select Friends as the audience, only their friends who visit the Page can see their rating. Don’t worry, most user’s don’t realize that or are too rushed to be selective.  Each star rating is included in the Page’s overall rating regardless of the audience that’s selected. You can see the breakdown (ex. how many 5 stars you have vs 1 stars) of your page’s star ratings by going to your page and hovering over the stars below the name.

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Can you reply to every review?

Unfortunately no. Depending on the customer’s/fan’s privacy settings- business FanPages may or may not be able to reply to reviews. This can be extremely bad and dangerous in the event that your business page has let’s say 2 reviews. One of which is extremely positive and the user has public settings,

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and one of which is extremely negative and the user has private settings turned on. Let’s say that you reply thanking the positive review and can not reply to the negative review due to the settings. Well any other fans that see this may feel that you are ignoring your negative review, because let’s face it, the average Facebook user does not know all these nuances of the feature.

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Can you remove or delete a review?

Again no. Facebook allows you to FLAG the review because you “don’t like it” but I personally have yet to see any fruits come out of the labor of reporting the reviews you can not reply to.

How do I get the Star Rating Feature?

  1. At the top of your Page, click Edit Page
  2. Select Update Page Info
  3. Click Address
  4. Click to check the box next to Show map, check-ins and star ratings on the Page
  5. Click Save Changes

How do you remove this feature?

  1. At the top of your Page, click Edit Page
  2. Select Update Page Info
  3. Click Address
  4. Click to uncheck the box next to Show map, check-ins and star ratings on the Page
  5. Click Save Changes

Now it’s time to make big boy/girl decisions. Are Facebook Star Ratings something your business should have?