Who of us doesn’t want to be liked? The very question is absurd. Of course we want to be liked – both on a personal and professional level. Of course, there are some out their who maintain the “I don’t need people to approve of me” line of thought, but for most of us acceptance is all too often an indicator of success.
Negative Feedback and Facebook
Why does this matter in the social world? If you have a Facebook business page, you’re familiar with Facebook Insights. What you may not be aware of, is that hidden deep within these insights is a tool designed to track negative feedback on your page. Before you scurry off, pulse racing, desperate to know who doesn’t like you, there are a few things you should know.
How Do I Know if I Have Negative Feedback?
- From your business page, look for the ”Insights” panel (look for a mini graph). Click “see all.”
- Here, on your Insights home page you will see your posts sorted by dates. This is where we can track feedback for individual posts.
- Choose a post you’re interested in and click “engaged users” (3 columns to the right of the date). You will see a pie chart displayed like this:
If there is no negative feedback, move on to another post and click the “engaged users” tab. The higher number of views – the higher the risk of negative feedback. If after sorting through your posts you find no negative feedback, leap for joy and pat yourself on the back. If you’re like the majority of us and found some negative feedback – don’t despair. Let’s chat about why this isn’t the end of the world.
What Negative Feedback Measures
Nowhere will you find the identity of the user or the reason a user gave negative feedback. Negative feedback includes the following user actions on a post:
- Hid the post from their news feed.
- Hid all posts from your page from appearing in their news feed.
- Unliked your page.
- Reported your post as spam.
Why People Leave Negative Feedback
Take a deep breath – there are many reasons a user may take actions like these. Honestly, the first time I discovered negative feedback on my account I wanted to bury my head in the sand. Suddenly, I was insecure about my work. After the initial shock wore off, I noticed a trend.
When one of my posts went viral, it usually resulted in negative feedback. See, that’s not so bad – here’s why. Viral exposure meant the post had multiple shares. Suddenly, my work was showing up in feeds of people who may have no interest in babies swaddled in cheese cloth (I’m a photographer). Viral posts can produce negative feedback – you can’t please everyone. This can also happen when you promote (or “boost”) a post.
Here’s another scenario: The “I’ve liked too many pages and they are cluttering up my feed” scenario. I stumbled upon this concept in the comment section of a blog post. Here a woman defended why she hid posts. She started “liking” pages to be supportive but found the result was a cluttered feed. Finding it difficult to follow the pages she really cared about, she hid the page. In her mind hiding a post was better than “unliking” the page. NOTE: Do the page owner a favor and just unlike them. Certainly don’t continue to hide individual posts. That causes a continual negative hit to their EdgeRank. Ouch!
Feeling any better? There are valid reasons for people to give negative feedback, and they may not be an indication that you are doing something wrong. But what if it is exactly as it sounds and someone had a negative response to your post? Or, what if your negative feedback is more than the average 0.03%?
The Advantage of Negative Feedback
Here’s the advantage to negative feedback. When there is a need for change we are forced to grow. It’s better to know there is a problem and fix it then to lose fans. Use trends in negative feedback to shape your future updates. For example – do you get negative feedback any time you post something off-topic? Your fans may be telling you to stay on-message more.
Negative feedback can be a blessing in disguise. We always want to know what appeals to our fans – improving our products and service. Painful as it may feel – they’ve done just that. Whether it’s a reaction to a cluttered news feed or a content problem – swallow your pride, acknowledge room for improvement and move forward. You’ll be a better business for it.