Did you know that Facebook keeps track of your Customer Feedback Score as a seller, on a scale of 1-5? You can check out your own score here!
But what is this Customer Feedback Score, and 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: Your page can no longer advertise on Facebook due to extremely poor customer feedback.
Facebook will notify through emails and notifications if your page is flagged and falls below three.
And if your score is down (below 4), here are a few tips for you to guarantee it always stays up:
1 On the screen where Facebook shows the page score, they ask you how long the product takes to arrive after a sale. You should set this to just over the time you think it will take (we advise you set it to 4 weeks in Brazil and 2 weeks in the US and the EU, just to ensure the item has enough time to reach its destination), as Facebook will not ask for feedback until after this time.
2 Make sure that all the mockups you advertise on Facebook are as much alike the final product as possible, so that your buyers know what they’re purchasing! A low score could also happen due to an artwork issue, as the mockups can be done in a way that makes the final product look very different than the real printed product. Check out some examples of good mockups below:
3 If you’re operating in a different time zone than your customers, be clear about how long it takes to respond to customer enquiries.
4 Consider hiring a Virtual Assistant (VA) that can reply to messages and comments in the language your buyers are using. It is very important to give the VA all the information they will need and keep an eye on what they are doing in the beginning. They can do things like post on the page and reply to comments with links and direct messages, which can help boost sales!
As you can see in the image below, Facebook helps you further understand your score, and you should use this information to better know how to optimize your page and ads! Nonetheless, if your page score is good, we would not advise you to change things, just keep up with what you’re doing!