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End users write their own original software reviews based on their experience with the software. They are beneficial to customers who are looking for software as they provide both the positive and negative aspects. However, it is important to know where the reviewer’s experiences stem from and what the objective of the software they are reviewing is. Reviewers who write bad reviews can have various reasons, from genuine pleasure and balanced experiences to suspicious motives.
To ensure the integrity of reviews, all reviews are subject to the following checks:
Identity Check – Each review is scrutinized for identifiers such the name of the author, his job title and email address to confirm it was written by a real person. If the reviewer cannot be verified the review won’t be published. Conflict of Interest Verify If the reviewer has any connection to the competitor or vendor being reviewed, the review will not be published.
All reviews are subject to the same quality control and verification procedures regardless of the product or rating being reviewed. This is to ensure that all reviews are handled equally and without bias.
Vendors should respond to any reviews – even ones with low ratings because this is a great chance to show that they take their customers’ concerns seriously and are willing to listen. However, they should not try to influence reviews through the inclusion of a non-disparagement clause into the customer’s contracts, as this is against federal law.