AFNOR, or the French Association for Standardization, is an organization that publishes standards to regulate various processes and practices.
In recent years, consumer reviews have played a central role in online purchasing decisions. Consumers' trust in these reviews largely depends on the transparency and reliability of how they're managed.
To address this need, AFNOR Normalisation published in 2013 the world’s first standard governing online reviews: the French standard NF Z74-501, which later became the international standard NF ISO 20488 in 2018. This standard sets strict criteria in terms of review collection, moderation, and publication, which Verified Reviews has committed to complying with in order to guarantee the transparency and impartiality of reviews, and for which we are audited every year.
Importance of this standard
| Guarantee of transparency and quality |
|---|
| The NF ISO 20488 standard sets requirements to ensure quality information, prevent misleading practices, and guarantee the fair and transparent consideration of every customer review. All reviews, whether positive or negative, are published as long as they comply with the criteria defined by the standard and by our Verified Reviews Transparency Charter. |
| Rigorous moderation and handling processes |
| Moderation processes ensure consumers' freedom of expression, provide a right of reply to merchants, and allow specific review flagging cases as defined by the standard and Verified Reviews' rules. Moderation follows a strict process, including in-depth analysis and a discussion space between the brand and the consumer if necessary. |
| Strict compliance with AFNOR requirements |
| Any manipulation or abusive deletion of reviews is prohibited and technically impossible. Reviews can only be rejected for reasons defined in our Transparency Charter, in accordance with the requirements of the standard, such as inappropriate content, personal information, or false statements. |
The benefits of a certified framework (AFNOR)
Relying on a framework such as AFNOR allows you to:
- Protect yourself in the event of a DGCCRF inspection, by demonstrating clear, consistent and non-discriminatory rules.
- Ensure legal compliance for the collection, moderation and publication of your reviews.
- Strengthen transparency and consumer trust.
- Promote a credible and responsible approach to customer reviews, benefiting brand reputation.
- Ensure the quality of published reviews by encouraging those that are constructive and relevant, for a better customer experience and more reliable communication.
AFNOR and the NF ISO 20488 standard therefore provide you with a structured and recognized framework!
The benefits of review management and moderation
The processes set out by the NF ISO 20488 standard protect you against defamation, spam, and false statements, while respecting consumers’ freedom of expression and providing them with an enhanced and secure shopping experience.
At Verified Reviews, review flagging requests are reviewed by a moderation team following a strict procedure. Only reviews that match the reasons defined in our Transparency Charter (in accordance with the requirements of the standard) can be rejected. Consumers are informed if their review is rejected and have the opportunity to submit a new one, reformulating it if necessary to meet the criteria.
The NF ISO 20488 standard is a mark of seriousness and transparency for online customer reviews. Based on this framework, Verified Reviews ensures brands and consumers an impartial review handling process that complies with the highest standards, fostering trust and credibility in commercial relationships.