Key question
How do laws banning businesses from suppressing negative reviews affect online customer ratings?
Operations & Supply Chain
What it means for you
- CIO / IT Executive Initiate a review of our internal policies and legal contracts to ensure no clauses inadvertently threaten or discourage customers from providing honest feedback on public review platforms.
- IT Manager Task your team with monitoring online review platforms for any patterns of review suppression tactics being used by our competitors, specifically looking for increases in negative reviews that are quickly removed or challenged.
- Business Strategist Analyze recent customer feedback data, particularly any negative reviews received in the last quarter, and assess if there are opportunities to engage with these customers to improve our offerings and address concerns openly.
- Researcher Identify and gather publicly available datasets on consumer review sentiment and volume for companies in sectors known for aggressive review suppression prior to recent regulatory changes, to replicate or extend the findings on the CRFA.
- Policymaker Schedule a meeting with your legislative staff to discuss potential avenues for expanding regulatory protections to cover other forms of consumer feedback, such as social media comments or product testimonials, building upon the success of the CRFA.