Since the very beginning, Lipscore has had a lot of built-in functionality to prevent fake reviews. RealReviews by Lipscore™️ has therefore always been an important part of our DNA. But from the 17th January 2023 we are only allowing reviews from verified buyers. With this, we guarantee that all reviews from Lipscore are 100% genuine, written by real buyers, in their own words, unedited and verified by their identity.
We believe that honest feedback leads to better customer experiences, better companies and better employees, regardless of whether the reviews are positive or negative. Below you can read more about what this means to us and what we demand from our customers.
This is how Lipscore works
Each website that uses Lipscore’s platform for ratings and reviews has its own unique setup, but in general it works like this:
- The customer buys a product or service in an online store or a physical store.
- Some days days after a purchase, the customer receives an email or SMS in which they are asked to give feedback on the purchase. The customer can directly click on 1-5 stars in the email (what is called “rating”).
- When you press the stars, you are automatically logged in via a so-called token-based login that is 100% unique per customer, and the rating is saved and published on the websites. The rating is published without a name, but both the seller and Lipscore know the name of the customer.
- The customer is then sent to the online store, where they can write a comment (what is called “review”). This is voluntary. This two-part collection explains why all users of Lipscore have more ratings than reviews.
- Customers who choose to write a review publish their reviews with their full name (e.g. “Jane Doe”), alternatively with their first name plus the first letter of their last name (e.g. “Jane D.”). The customer has no option to change this, and it is not possible to enter a name other than their own.
- The name that is published together with the review is taken directly from the online store’s order system and is the same name that the customer used when the item was purchased.
As part of Lipscore’s work against fake reviews, we have introduced a small badge called “Verified buyer”. The badge appears next to all reviews collected after a purchase. This shows that Lipscore can guarantee the authenticity of the customer.
Fraud, spam and fake reviews
Fraud, spam and fake reviews will not occur if a chain or online store uses Lipscore, as we only allow reviews from verified buyers.
Reviews from our own employees and partners
Employees, suppliers and other partners are not allowed to write reviews – regardless of whether they have shopped and regardless of how honest the person is in their feedback, as this undermines the credibility of the reviews. It also makes the data set less representative and destroys, among other things, the possibilities for internal analyses.
Deleting, filtering and changing negative reviews
Chains and online stores that want to use Lipscore must follow our “terms and conditions”. It is very clear there that it is not allowed to moderate or delete reviews, but in certain cases this may still be necessary, for example in the case of inappropriate language. In that case, the chain or online store must notify the buyer that the review cannot be published in its current form and request an update.
For product reviews, the focus must be on the product’s quality and utility. Delays in delivery, inadequate customer service, etc. are not normally considered relevant in this context. In cases where product reviews contain such information, the seller can either ask the sender to change their feedback, or redefine the product review into a so-called “service review” (provided that service reviews are activated), where the focus is precisely on delivery time, customer service, general price level, etc. Then the product review will no longer appear on the product page, but will appear as service reviews on the website.
Reviews are normally published immediately, but in Lipscore’s system it is possible to enter a delay of a few days. The purpose of this is to give the seller the opportunity to read through the reviews before publication and possibly stop inappropriate content.
It is also not permitted to use filters, weighting or similar solutions to tone down or hide negative reviews.
Storage of customer data
Prohibition of prizes, money and other incentives
Online stores and chains that use Lipscore are not allowed to ask for positive reviews. It is also not allowed to offer money, gift cards or promotional funds (eg discounts or coupons) for a review.
When a chain or online store has received negative feedback, where the error has subsequently been corrected, the seller can encourage the customer to update or delete their review. But no pressure should be exerted and no incentives are allowed.
Responsibility and complaint handling
Chains and online stores that use Lipscore have the editorial responsibility for their reviews and their handling. Inquiries should therefore be directed to the relevant website where the customer review is published (or if not published). If this does not work and you believe that the company does not meet the guidelines set out in this document, you can send an email to firstname.lastname@example.org. Your inquiry will then be sent to one of our Customer Success Managers, who will look into the matter in more detail.
Deletion, analysis and ownership of customer data
When we at Lipscore deal with customer data, this is processed on two “levels”.
The most important thing is that the end customer owns their own data and at any time can request access to their own customer data and request that reviews are deleted. This is in accordance with the Personal Data Act. If this is desired, the customer is asked to contact the company where the reviews have been provided. Lipscore naturally has full GDPR support and it is easy for our users to extract customer data and, if necessary, delete data.
Chains and online stores that use Lipscore also have ownership of data they have collected from their customers, and can export the data if they end their customer relationship with Lipscore. Such a handover must take place in a secure and responsible manner, in accordance with our data processing agreement.