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BS ISO 20488:2018

BS ISO 20488:2018

$142.49

Online consumer reviews. Principles and requirements for their collection, moderation and publication

Published By Publication Date Number of Pages
BSI 2018 30
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This document provides requirements and recommendations for the principles and methods for review administrators to apply in their collection, moderation and publication of online consumer reviews.

This document is applicable to any organization that publishes consumer reviews online, including suppliers of products and services that collect reviews from their own customers, a third party contracted by the supplier, or an independent third party. It is recognized that the different processes related to the collection, moderation and publication can at various times be performed by different organizations. This document is applicable to reviews published online, collected by any methodology.

PDF Catalog

PDF Pages PDF Title
2 National foreword
7 Foreword
8 Introduction
9 1 Scope
2 Normative references
3 Terms and definitions
11 4 Guiding principles and organizational commitment
4.1 Guiding principles
12 4.2 Organizational commitment
4.2.1 Culture
4.2.2 Code of practice
4.2.3 Terms and conditions
13 4.3 Continual improvement
4.4 Communication channels
4.4.1 General
4.4.2 Dedicated contact channel for suppliers
4.4.3 Providing feedback to suppliers
4.5 Resource capability
14 5 The collection process
5.1 General
5.2 Responsibilities of participants
5.2.1 The review author
5.2.2 The review administrator
15 5.3 Consumer review features
5.4 Solicited consumer reviews
5.4.1 General
16 5.4.2 Invitation
5.4.3 Invitation date
5.4.4 Multiple consumers
5.4.5 Use of the consumer database
5.4.6 End of invitations
5.5 Unsolicited consumer reviews
17 5.5.1 Control of the identity of review authors
5.5.2 Verification of consumer experience
5.6 Minimizing biased and fraudulent reviews
5.6.1 Purchase of reviews
18 5.6.2 Reviews collected with reward
5.6.3 Reliability of collection process
5.7 Review questionnaire/collection form
5.7.1 General
5.7.2 Questionnaire/collection form structure
5.7.3 Total rating of the product or service
19 6 The moderation process
6.1 General
6.2 Conditions
20 6.3 Staff moderating consumer reviews
6.3.1 Staffā€™s role
6.3.2 Staff competencies and resources
6.4 Moderation characteristics
6.5 Analysing review content
6.5.1 Performing the analysis
21 6.5.2 Outcomes of the analysis
6.5.3 Automated moderation
6.5.4 Manual moderation
6.5.5 Consumer review moderation time limit
22 6.6 Rejection of a consumer review
6.7 Removal of reviews
6.7.1 By the review author
6.7.2 By the review administrator
6.7.3 Informing the review author
6.8 Editing the review content
23 6.9 Assessing the moderation process
6.9.1 Continual improvement of the moderation process
6.9.2 Sampling
6.9.3 Test reviews
6.9.4 Survey of review authors
6.9.5 Removal of non-compliant reviews
24 7 The publication process
7.1 General
7.1.1 Considerations for the review administrator
7.1.2 Accuracy of the review
7.1.3 The default display
7.1.4 The review submission and consumer experience date
25 7.1.5 The profile information
7.2 Overall ratings
7.3 Time limits for ratings
7.4 Ensuring transparency of the review publication process
26 7.5 Conditions and procedures
7.6 Publication time
7.7 Flagging a review containing illicit or inappropriate content
7.7.1 Access to flagging
7.7.2 Manual moderation of a flagged review
7.8 Right of response by the suppliers reviewed
7.8.1 General
27 7.8.2 Moderating the supplierā€™s response
7.8.3 Publishing the supplierā€™s response
7.9 Criteria for removal of reviews after publication
7.9.1 General
7.9.2 Request by a review author
7.9.3 Time limits related to removal
28 7.9.4 Retention of records
7.10 Loss of the right to submit reviews
7.11 Fraudulent reviews
7.12 Publication of reviews from another review site
29 Bibliography

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BS ISO 20488:2018
$142.49