Facebook Insights Explained Pt2 – Negative Feedback

Oh the dreadful horror of negative feedback on Facebook! It’s hard enough to get your customers to engage with your business, but not engaging at all is better than negative engagement. If you’re not aware of Facebook’s Negative Feedback insight, then you are probably asking yourself, “How is that possible?”

It’s possible because Facebook considers hiding a post or reporting a story as spam to be negative feedback. You can check the negative feedback your page is receiving through the “Overview” tab in your Insights dashboard. Negative feedback data is only available by “Post Level” and can be determined by simply clicking on the “Engaged Users” of a post.

The number of negatively engaged users will be located in the bottom of the pop-up box, which contains the number of Engaged Users broken down by Other Clicks, Photo Views and Stories Generated. If you don’t see anything in the bottom of that box, then you’re in luck! Your post did not receive any negative feedback and you can move on to evaluate the next post.

We suggest keeping an eye on the behaviors of engaged users for each post in order to determine which content resonates best with your customers.

But I thought they “liked” us!

So you did find some negative feedback within your insights? You shouldn’t be discouraged, because most, if not all, Facebook business pages will receive negative feedback. It’s ok if you see two or three people give negative feedback within one week – we receive the same kind of results.

Evaluate each post that receives negative feedback in order to determine trends in what your customers want to see. If your post was highly engaging but one person gave you negative feedback, then you should not conclude that the post was ineffective. However, if you are receiving three or four people giving negative feedback on a post that received hardly any attention, then you should document that post. Continue doing this until you have a nice list of “bad” posts in which you can effectively determine which type of posts you should stay away from for good.

We’ve seen a trend in business pages that wish to be very promotional, receive the highest amount of negative feedback. If you’re one of these pages, refer to our 70/20/10 rule and constantly test new content from our Idea Bar to help reduce this number while increasing engagement metrics.

Other possible reasons for negative feedback:

  • Too much promotional messaging
  • Too much text and not enough images
  • VERY long posts
  • Political topics
  • Vulgarity
  • Personal views
  • Bad grammar

So get out there and stop the evil negative feedback at once!

Posted by on September 27, 2012 on Snap Retail’s Blog

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