Question

Customer reviews are now a common feature of consumer Web sites, most notably, Amazon. How do private sector Web sites keep outrageous and/or malicious comments off their product review pages (or discourage such comments from being posted)? Do a search on “Amazon General Review Creation Guidelines” and consider how these techniques could be used by the CPSC.

Answer 1

The techniques used by “Amazon General Review Creation Guidelines” to keep the feedback positive and to ensure they can take action. They request the consumer politely but firmly to be precise and specific. They want the consumer to highlight the problems as a statement rather than an insult as they assume most sellers would sell a good quality product.

They are clear that the consumer should give feedback positive and negative freely but it should take the following points into consideration:

• Their first statement “ Amazon wants your opinion to be heard” its positive and encourages feedback.
• They want a full statement, specific and to the point.
• They suggest statement should be 70-500 words to make it simple and precise.
• They request you to mention the reasons so they can take action.
• They want to know if the product was part of a free exchange

To control objectionable comments they have precisely stated to avoid obscene, derogatory comments. They also request the customer to avoid posting promotional content, inappropriate content and irrelevant comments.

They have used simple language and made it easy for everybody to understand.

CPSC can use this technique by adding customer feedback guidelines as follows:

CPSC request you to share your feedback both negative and positive.

They can also request the consumer to give the following:

• Name:
• Address:
• Product:
• Procured from: (online/in-store/others)
• The reason of complaint (Up to 500 words)

(Please precise and specific reason with the Why clearly mentioned)

What we do not entertain:

• Obscene or abusive comments
• Publicity material
• Inappropriate content
• Objectionable content

The consumer's opinion and feedback are important to us. We will respond with 48 hours. The complaint will not be entertained if the guidelines are not followed.

CPSC can welcome feedback but control consumer backlash by making the guidelines clear, specific and precise.