Common FAQs on Rejected ReviewsACTIVE
Last Updated: March 2022
The Gartner Peer Insights Vendor Success team is often asked questions around reviews that are not approved. Before any review is approved and published to the site, it goes through a robust moderation process. Gartner Peer Insights does not approve approximately 25-35% of all reviews submitted (across all review sources) for reasons related to credentials, conflict of interest, and content of the review.
To better help Vendors understand Review Rejections, we put together the most commonly asked questions below:
Why are reviews not published on Gartner Peer Insights, and how can we prevent reviews from getting rejected?
- Gartner is committed to providing a platform for high-quality reviews and has developed and maintained a robust reviews Quality Assurance (QA) process in order to achieve that goal. We are always evaluating and evolving review moderation processes to support review submissions. Prior to publishing, all reviews go through a rigorous QA process in an effort to ensure published reviews are from verified sources, and provide helpful content. All reviews adhere to the Community Guidelines and are treated equally during the verification process, regardless of the rating, Vendor or product being reviewed. Reviews for Gartner client products are treated the same as non-client products.
- In addition to verifying reviewer identity, we assess review content to determine whether or not a review meets Gartner Peer Insights’ standards for context, quality, and relevance. To see additional information on reasons why a review may not be approved, please visit our Moderation Guidelines and the Community Guidelines.
Are technology providers able to get insights into which reviews are not approved, the reason why, and who they are?
- We are very careful to shield the identity and ensure the anonymity of our reviewers in order to encourage them to be as candid as possible and provide all relevant details about the products and services they review. There are no plans to change this. Once a reviewer signs into the platform, the information about the reviewer and the review is treated as private and confidential information owned by the reviewer. Gartner Peer Insights does not have permission to share this information. Please see the Community Guidelines for additional information.
- However, vendors are able to leverage Review Sourcing Links available in the Technology Provider Tools portal to support your review sourcing efforts. These links provide you with reporting on the total number of reviews submitted, moderated, published, and not approved (with a high-level reason why the review was not accepted) from your unique review sourcing link. Learn more via our blog post about Review Funnel Reporting.
Are reviewers notified when their review is rejected, and are they given the opportunity to correct/resubmit?
- Prior to publishing, all reviews go through a rigorous QA process in an effort to ensure published reviews are from verified sources, and provide helpful content. All reviews adhere to the Community Guidelines and are treated equally during the verification process, regardless of rating or Vendor. In addition to verifying reviewer identity, we assess review content to determine whether or not a review meets Gartner Peer Insights’ standards for context, quality, and relevance.
- In the case a review cannot be approved, our team will reach out to the customer directly via email, and will wait for the reviewer to respond in order to fully process their review. If the reviewer fails to respond within 5 business days, the review will be rejected. Reviewers can check the status of their review at any time via their My Reviews section of their User Profile. Please see the Community Guidelines for additional information.
Do you give reviewers the opportunity to modify their reviews if they don’t fit your detailed criteria? For example, if they submit a review with a generic headline, do you ask them to modify it or do you just reject it?
- Reviews rejected on the basis of generic content are provided the opportunity to modify and resubmit their review within 5 business days. Reviewers can check the status of their review at any time via their My Reviews section of their User Profile. Please see the Community Guidelines for additional information.
How long does it take for a review to be moderated and accepted? Any best practices to help speed up this process?
- The review moderation process takes 2-5 business days but may take up to 10 business days if our team requires additional details from the reviewer. You can view our Review Moderation Guidelines to learn what each rejection reason means, and guidance you can provide to ensure customers are submitting robust reviews.
Can a reviewer use the same review content they submitted on a competitor review site (like Capterra or G2), or will the review be rejected on the originality check?
- We only accept unique review content for Gartner Peer Insights reviews. If any content from another source, like another review site, organization’s website, or any other public collateral is detected, the review will be rejected as plagiarism. See Community Guidelines Section 1.4.2 for additional information.
Is there a better way to ‘fix’ reviews that clients have submitted under the wrong category than asking them to submit another review under the right category?
- Currently a reviewer is required to resubmit their review for approval in the appropriate category if it was rejected on the basis of a product-market mismatch. However, we are evaluating options to improve this process while ensuring the integrity of the review product-market alignment.
I know that Gartner performs review audits – Do you alert vendors if reviews are going to be removed as part of an audit?
- We remain committed to ensuring the reviews on Gartner Peer Insights are of the highest quality. This commitment means we not only review current submissions, but conduct ongoing retroactive assessments of previously approved reviews using our most current validation and moderation techniques. Review counts can – and will – change as part of our ongoing moderation and auditing activities, and as the result of reviewer-driven activities (like updating and resubmitting a review). If you have any questions, please reach out to your aligned Program Manager.
For additional insights into Rejected Reviews, please reach out to your aligned Program Manager or contact PeerInsightsVendorSuccess@gartner.com with any questions.