Improving Customer Service from Advertisers

Update on March 27, 2019 at 1:30PM PT:

To better protect people’s shopping experiences, we’re rolling out tighter rules for advertisers that receive negative feedback from customers. This may result in a change in their customer feedback score and a reduction in ad delivery or loss of advertising eligibility for advertisers with high levels of negative feedback. Since launching this tool last June, we’ve come to better understand how bad shopping experiences can impact the connections between people and businesses on Facebook.

Originally published June 12, 2018:

Bad shopping experiences aren’t good for anyone. When items take a long time to arrive or don’t meet your expectations, it can cost you time and money. And if these things happen after purchasing something from a business’ ad on Facebook, it can sour your overall impression of Facebook. We have Community Standards and ads policies that govern the ads on our platform, but these don’t apply to bad shopping experiences off Facebook, like after clicking an ad to an online retailer’s site or app to make a purchase.

We spoke with people who have purchased things from Facebook advertisers, and the two biggest frustrations we heard were that people don’t like ads that quote inaccurate shipping times or that misrepresent products. We’re taking steps to try and identify these and other common frustrations with a new tool launching globally today. It is designed to let people review businesses that they’ve made a purchase from with the hope of connecting more people with businesses that meet their expectations.

To find the tool, go to your Ads Activity tab. There you can view ads you’ve recently clicked, and hit the “Leave Feedback” button. This will prompt you to complete a brief questionnaire to tell us about your experience. We’ll use this tool to get feedback from the community to help better understand potentially low quality goods or services.

We share feedback directly with businesses that receive high volumes of negative feedback and give them a chance to improve before taking further action. We give them guidance on how to improve customer satisfaction and better meet customer expectations. This could mean setting clear expectations about shipping speed upfront or providing more transparency about return policies. If feedback does not improve over time, we will reduce the amount of ads that particular business can run. This can continue to the point of banning the advertiser. We believe this tool will give people more confidence in the businesses they interact with and help hold businesses accountable for customer experiences they provide.

As we work to identify and help businesses improve in customer service, we also want to equip you with tools to become a more informed online shopper. Here are some tips to keep in mind before purchasing with a business online.



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