Facebook uses Recommendations and reviews to help people understand a business through public customer experiences. Because the feedback sits inside a social network, its reach can extend beyond the Page through profiles, comments and sharing.
Understand the Facebook format
Businesses can enable Recommendations and reviews on their Page. Logged-in users may publish public recommendations, see the Page rating and read other public experiences. Turning the feature off also removes visible reviews, so it should be a deliberate decision rather than an automatic reaction.
Monitor the wider conversation
A reputation issue may begin in a Recommendation and continue through comments, community groups or shared posts. Monitor the original content and its distribution, then prioritise material that reaches customers, employees or partners.
Respond for the wider audience
A short, calm reply that acknowledges the issue and offers an appropriate next step is stronger than a detailed public argument. Never disclose account records, private messages or personal details simply to prove the business's position.
Report defined standards breaches
Facebook permits reporting where content does not follow its Community Standards. Disagreement or negative sentiment alone is insufficient. Preserve the URL, identify the exact concern and retain the platform outcome.
Practical checklist
- Confirm Page access and ownership
- Review Recommendations and Page mentions
- Create response and escalation standards
- Preserve URLs for material issues
- Keep customer resolution separate from public debate
This guide is informed by the platform or service guidance linked below. Policies can change, so check the current source before acting.
Meta Help Centre: Recommendations for business PagesNeed a plan for your organisation?
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