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Facebook has recently introduced a new Facebook customer feedback score that can have a big impact on your Facebook ads campaign. Don’t start panicking! We know you probably have lots of questions, so we’ve created this short guide to tell you everything you need to know about the Facebook customer feedback score and what it means for your business. 

Where Can I find the feedback score?

Check out: https://www.facebook.com/ads/customer_feedback/ - if you don’t have a score yet, it just means you don’t have enough data yet - but make sure you keep an eye on it as you grow!

What is the feedback score?

Facebook’s customer feedback score is based on various types of feedback received from its users. Sometimes, they send out surveys asking about opinions on Facebook ads, other times the users can report ads as they see them. 

Either way, your business will have a score between 0 and 5. 0 is the worst, and will usually mean your advertising has been disabled. 5 is the best and shows you have excellent customer feedback. 

What happens if your score is low?

Basically, if your score is either 0 or 1, then your ads will no longer be displayed on Facebook or Instagram. This shows that you have a high degree of negative feedback, so you’re probably violating the advertising terms and conditions. You can use the feedback tool developed by Facebook to keep track of your score. 

How do you keep your score high?

The good news is that you can improve your score by reducing negative feedback and gaining positive feedback. Facebook will send out emails when your score drops below 3, and you can view the feedback dashboard to see what all the negative feedback is about. As such, you can use this to see what needs to be improved. 

Also, you can improve customer feedback by following these essential rules: 

  • Be clear about what you’re selling or offering in the ad

  • Set clear expectations for customer service

  • Be realistic about your delivery expectations

  • Always make sure you can meet customer demand


All of these bullet points are important, but the third one deserves extra attention. If you have longer than usual delivery speeds, for example you hand make your products, it’s really important you’re super clear about this. Even going so far as getting them to tick a box acknowledging the time frame. Most customers expect to receive things within a specific timeframe. If they don’t, they’ll leave negative feedback. 

As a result, the feedback tool includes an option that lets you set the delivery speed, and Facebook won’t survey your customers until after that period. So, this stops people from leaving negative feedback due to delivery speeds, even if you’ve not taken longer than you stated you would. 

How do I fix a low feedback score?

Firstly, you need to identify why you have a low feedback score. Is it shipping? Product quality? Or something else.

Then you need to work hard at fixing those issues. It’s not an easy task, but having a good customer experience is vital to advertising on Facebook and succeeding in general.

To make the process easier while you fix the problems in your business, what you’ll want to do is max out the time frame the Facebook feedback form is sent out, and then send a customer satisfaction survey to your customers after you know they will have received the product. Then do everything you can to make sure they are happy with your product and service.

There is no quick fix to a poor feedback score, you’ll just have to slowly and steadily improve those things your customers aren’t happy with - consider it motivation to build a bigger and better business!

What if I don’t have a feedback score?

Some of you may be worried as you’ve read through this and noticed that you don’t have a feedback score at all. Don’t worry, this is normal. If your business hasn’t made enough sales through Facebook ads - or they simply don’t have enough responses to their surveys yet - then you won’t have a score. 

But, it’s well worth keeping tabs on this because you may end up with a score one day, and you don’t want it to be a bad one!

So, time for the briefest of summaries! Facebook gives you a feedback score of between 0-5. Anything lower than two gets your Facebook ads removed, so you need to work on maintaining a high score. Anything above a 4 means you’re smashing it and deserve a pat on the back for a job well done!

If you need help with any aspects of Facebook marketing or ecommerce marketing, then please get in touch with us today. The team at Bright Red Marketing will assist you with all your concerns, helping to develop a winning strategy. 


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