Original reviews of software are written by users who have had their own experiences with the software. They contain both the good and the bad, and can be a useful source of information for other shoppers of software. However, it is important to understand where reviewers’ experiences come from and what their purpose of the software they’re reviewing is. Incorrect reviews can arise for different reasons, from genuine delight and balanced experiences to suspicious motives.
To assure the accuracy and integrity of reviews, it is important to conduct the following tests.
Identity Check – Every review will be checked for identifiers, such as the author’s name, job title and email address, to confirm it was written by an actual person. If the reviewer’s identity cannot be verified the review will not be published. Conflict of Interest Verify: If the reviewer has a connection to the vendor or competitor who is being reviewed, their review will not be published.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 ensures that all reviews are handled with respect and without bias.
Vendors are required to respond to any reviews even those with negative scores, as it is a great opportunity to demonstrate that they are paying attention and interested in their customers’ comments. Vendors are not allowed to influence reviews by adding a non-disparagement provision in their contracts with customers, as this is against federal laws.