Encourage customers to update their reviews!ACTIVE
Last Updated: Mar, 2021
As you build out your review sourcing program, you are engaging with your customer base and encouraging them to submit reviews for your products. Once your program is mature, you may find that you have customers on your outreach list that have already submitted a review for your product during one of your initial review sourcing campaigns. Depending on how long you have been listed on Gartner Peer Insights, that could have been 6 months ago, 1 year ago, 2 years ago….
So what now? Can these customers update their reviews to reflect their current experience with your product?
The short answer is: YES!
Customers can update their reviews to reflect their current experience with your product. Reviewers can find their previously submitted reviews in the Your Reviews section of their User Profile. We will auto-populate their previous answers so they can easily update their review with relevant information where applicable.
After they update their review, it is then resubmitted to our moderation team for processing. If the review meets our moderation requirements, it will be published and will receive a new, more recent date.
Updating a review is not the same process as submitting a new review. You will not want to share a review sourcing link with these customers for them to update their review. Instead, tell the customer to follow these three steps:
- Locate the review they want to update in the Your Reviews section of their User Profile
- Update their review with their new and updated experience with the product
- Resubmit for moderation
That’s it! Once our moderation team has approved the review, then it will publish on the site with the updated information and a new publish date.
An important thing to note here is that reviewers do not receive an additional incentive when they update a past review. If you are launching a review campaign with incentives, make sure you are setting the appropriate expectations with your customers that if they are updating a previously submitted review, they will not receive an additional gift card.
If you are reaching out to a broad list of customers and you are unsure if they have submitted a review before, we suggest using language like, “Submit a new review or update your existing review” in your outreach.
Please Note:Gartner Peer Insights cannot share details with you on if a customer has submitted a review. 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.
Asking your customers to update their reviews is a quick and easy way to get their most updated experience reflected on the Gartner Peer Insights platform. Make sure your long-term customers are continuing to share their feedback with our end-user community to ensure the reviews are representing the true voice of your customer.