End users write their own software reviews based upon their experience with the software. They contain both the good and the bad and are a useful source of information for other buyers of software. It is crucial to understand where a reviewer is coming from and the purpose of the software that they are reviewing. Incorrect reviews can arise for various reasons, from genuine pleasure and balanced experiences to suspicious motives.
To ensure the accuracy and reliability of an examination, it is necessary to perform the following checks.
Identity Check – Each review is checked for key identifiers such as name, job title and email address, to confirm that it was written by a genuine person. If the reviewer cannot be verified the review won’t be published. Conflict of Interest Check If the reviewer has a connection to the vendor or competitor that is being evaluated, the review will not appear.
All reviews are subject to the same quality control and verification procedures regardless of the product or rating being evaluated. This is to ensure that all reviews are handled fairly and without bias.
Vendors must respond to any reviews – even those with low ratings because it is an excellent chance to show that they respect their customers and are willing to listen. However, they should not attempt to influence reviews by having a non-disparagement requirement in customer contracts, as this is against federal law.