When starting a customer feedback process, it’s important to note these three key steps: collection, processing, and publishing of customer reviews.
Among these, the processing and moderation step plays a crucial role. It ensures that published reviews comply with legal and ethical standards while maintaining the quality of feedback from your customers.
This corresponds to a structured process during which you can report inappropriate content, respond constructively to customers, and also publish reviews:
1. Collecting Reviews
Requested review collection: With Verified Reviews – a trusted third party – you can ask your customers for feedback using the method of your choice. This approach allows you to collect reliable, authentic, and transparent reviews.
How are reviews collected? We will send an email inviting the customer to complete a form and share their experience with the brand and their opinion on the purchased products or services.
2. Review Submission
Once the customer has completed the form, you will receive the review in the review processing tab.
The review will either appear under the “All” filter with the status “Pending” or under “To process” with the status “Under moderation.”
Moderation: Getting started with All and To process filters
3. Review Processing and Moderation
If a review needs to be processed, either because it reaches the moderation threshold or contains a word that needs analysis, it will be marked as “Under moderation.” A 7-day moderation period is provided to give you time to communicate with your customers. During this period, you can publish the review or request that our team reject it.
After 7 days, reviews with the status “Pending” and “Under moderation” will be published.
However, you will still have the option to process them.
Remember that reviews are published in chronological order, meaning that reviews under moderation can block those submitted later, even if they have a positive rating.
It’s important to moderate reviews regularly.
Publishing the Review
Once the review is published, it will appear on your certificate (for a Brand review) or on your product widget:
Flagging a Review
During the review moderation process, you can flag a review, that is, request it not to be published. A review can only be flagged if it falls under a reason identified by AFNOR; you cannot flag a review simply because it is negative.
Our Moderation team will review your request and decide whether to reject the review.
✔️ If your request is accepted (the review is therefore rejected):
The customer receives an email from us explaining the AFNOR reason for which we will reject their review. The customer is sent a new review request to update their review if needed.
❌ If your request is not accepted (the review is consequently published):
You will receive an email notifying you that the review will be published.
You can view a review’s history at any time by clicking on it.