End users write their own original software reviews based on their experiences with the software. They include both the good and the bad, and are a useful source of information for other software shoppers. But it is essential to understand where a reviewer’s experiences are coming from and what the goal of the software they’re reviewing is. Incorrect reviews can arise for various reasons, from genuine happiness and balanced experiences to shady motivations.
To ensure the integrity and accuracy of a review, it is essential to conduct the following checks.
Identity Check – Each review is screened for key identifiers such as name, job title and email address to ensure that it was written by a real person. The review will not be published when the reviewer’s identity is not able to be verified. Conflict of Interest Check If the reviewer has any connection to the vendor or competitor who is being reviewed, their review will not appear.
For clients, the same process of verification and quality control are applied to all reviews, regardless of their rating or the product being reviewed. This assures that all reviews are treated equally and without bias.
Vendors are required to respond to any reviews even those with negative reviews, since this is a great chance to demonstrate that they are paying attention and are interested in their customers’ feedback. However, they should not attempt to influence reviews by including a non-disparagement provision in the customer’s contracts, as this is against federal law.