Facebook's New Rating System Catches Flak From Some Business Owners
Small businesses are lashing out against a new star rating feature on the site
Fri, January 10, 2014
IDG News Service (San Francisco Bureau) — Criticism hurts -- especially when you're not sure where it's coming from, or why, and have no way to respond to it.
That's the feeling among some business owners, who say a new rating system that Facebook introduced to better compete with Yelp is actually doing more harm than good. The system, which is currently in a testing phase for the desktop version of Facebook, lets people leave ratings on a scale of 1 to 5 stars, in addition to text reviews, on businesses' Facebook pages. So, if a simple "like" will not suffice, there's this.
But some small business owners say the system contains numerous flaws that have caused headaches for them and made it difficult to manage their companies' pages on Facebook. Among their complaints: The ratings can be left anonymously, sometimes with no real feedback attached to them, and without any way to respond to the reviews or correct mistakes in them.
Part of the issue is that the system allows for discrepancies between a business's overall rating and the reviews that are viewable on its page. The way the system works now, someone can write a positive review but leave a low star rating for the business, which is factored into its overall grade. That makes it hard, some business owners say, to understand what's really going on.
Reviewers have several privacy options for their reviews. So even though the reviewer's rating is factored into the business's average, the reviewer still has the option of making the written review public, or visible only to friends, or only to himself, among other settings.
For some businesses, that's led to confusion. "I would just like to be able to understand what the negative comments related to. Drinks? Food? Customer service? Wait time?" said Mary Hanson, on an anti-Facebook-ratings page that has sprung up since Facebook began testing the system.
"I do not have many reviews, so one or two low ratings can make a big difference for my business," said Hanson, the owner of Mary's Scone Shop, a store based in Mount Horeb, Wisconsin.
Others were more critical. "This ratings system is a broken feature," said Steve Miles, in a plea to remove the anonymous ratings. A new business of his that wasn't even opened yet had already received some 1-star ratings, probably from a former competitor, he said.
Some companies, in response, have selected a non-business category for their pages on Facebook, just to have the ratings removed, even if it means wiping out positive reviews in the process. In message boards, others have suggested some fairly technical work-arounds, such as deleting the address from their business page.