Yelp’s “review filter” is a source of mystery and frustration for some business owners who have seen positive reviews disappear but not understood why. Designed to prevent and remove fake reviews, the filter is biased toward Yelp users who are active on the site (have written many reviews) and Yelp Elites in particular.
Yelp makes periodic attempts to explain the review filter and create greater transparency for business owners around how it works.
To that end, Yelp has created a new video featuring CEO Jeremy Stoppelman, which kicks off a new “Inside Yelp” video series. Stoppelman explains the intention behind the review filter and gives some basic advice on how to respond to negative reviews.
Here’s Stoppelman’s abbreviated advice:
- Take a deep breath and reflect (don’t react immediately)
- Remember “the big picture” (an isolated negative review may not matter if SMBs have lots of good reviews)
- If legitimate, take the negative review to heart and learn from constructive criticism
Below is the video interview, which is part one of two parts:
Yelp is also offering a free webinar on Wednesday, February 27 called “Best Practices for Responding to Reviews.”