everything you need to know about glassdoor reviews

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Everything You Needto Know About Glassdoor Reviews, Featuring Uber

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Meet Our Speakers

Melissa Fernandez

Content & Community

Manager, Glassdoor

Pierce Marchant

Sr. Employer Marketing

Manager, Uber

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• Glassdoor content moderation process

• Tips for handling controversial and unfavorable reviews

• How Uber handles Glassdoor reviews

• Creating a process that works for your company

• Key takeaways

• Q&A

Agenda

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Glassdoor Content

Moderation Process

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Glassdoor Content Moderation Process

• Glassdoor asks employees to

include pros, cons and advice

to management in their

reviews

• This “give to get” policy helps

reduce polarization bias1

• 5-10% of reviews are rejected

1. Source: Give to Get: A Mechanism to Reduce Bias in Online Reviews,Glassdoor Economic Research, October 2017

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Content submit by user

Content moderation

Approved Rejected

Glassdoor Content Moderation Process

Content Submission

Requirements:

• Agreement to Terms & Conditions

• Valid email address

Moderation process looks at:

• Email address

• Community Guidelines

• Fraud

• Duplicate Submissions

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We allow:

● Any current or former employee,

(within the past five years) regardless of

job title, to leave a review on Glassdoor

● Discussions of individuals who are in the

highest positions at the company (as

long as it relates to their work behavior)

● Discussions of workplace misconduct,

including illegal activities, discrimination

& sexual harassment

We DON’T allow:

● Profanity, threats of violence or

discriminatory language

● Negative discussions of individuals who are

not the highest positions at the company

● Non-public, internal company info

● Employers to incentivize or coerce their

employees into leaving a review

● Members to post multiple reviews for the

same employer within 365 days

COMMUNITY GUIDELINES 101

Glassdoor Content Moderation Process

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MYTHS VS. FACTS

• Glassdoor verifies employment status of its members.

• Glassdoor believes in freedom of speech.

• There are inaccuracies in our company reviews. If I provide the proof

that these are false, Glassdoor will remove the reviews.

• All content is processed the same regardless of client status.

Glassdoor Content Moderation Process

[MYTH]

[FACT]

[MYTH]

[FACT]

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HOW TO DEAL WITH INAPPROPRIATE CONTENT

Phase 1: Flag review

Flag the review for a second look

by clicking on the flag icon located

below the review

Glassdoor Content Moderation Process

Please provide us with additional information

Refer to our Community Guidelines and let us know why

you

think the content you’ve reported may violate these

guidelines.

Additional Information

Back Submit

Report this Review

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HOW TO DEAL WITH INAPPROPRIATE CONTENT

Phase 2: Flag content is

evaluated

Flagged content is re-evaluated

by a Senior Associate based on

Glassdoor’s Community Guidelines

Glassdoor Content Moderation Process

Keep in mind:

• The process can take up to 72 hours

• You can’t pay to remove reviews

• Flaggers will receive an email notification

• 15% of flagged reviews are rejected

• Evaluation process is universal

regardless

of client status, company size or industry

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Tips for Handling Controversial &

Unfavorable Reviews

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Handling Controversial &Unfavorable Reviews

Do:

• Set up company alerts

• Ensure title & name of responder is

correct

• Avoid corporate jargon

• Address criticism in a non-defensive

voice

• Address specific concerns honestly

• Offer to take the conversation offline

Don’t:• Include the name of the individual

you believe wrote the review

• Threaten the writer of a review with

legal or other punitive action

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How Uber Handles

Glassdoor Reviews

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How Uber Handles Glassdoor Reviews

• Don’t fear feedback —

embrace it!

• Internal value: uncover

trends at global and

granular levels

• External value: major

driver of brand perception

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How Uber Handles Glassdoor Reviews

Overview: Uber Reviews

• 4.3 overall rating

• 4.2k total reviews

• 80-100 reviews per month

• ~85% get a response

• Average response time 4-5 days

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How Uber Handles Glassdoor Reviews

RESPONSE RUBRIC

Uber prioritizes responses based on:

Respond in simple, clear English

Ask for guidance and respond within

3-4 days

Alert appropriate department and offer

a way to take the conversation offline

Leave it alone

Actionable but doesn’t require

consulting other stakeholders

Actionable but does require

feedback from stakeholders

Actionable but sensitive in

nature

Not actionable that is

“venting/trolling”

1

2

3

4

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3 Response Examples

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Uber Response Examples

1. Positive & Actionable

Say thank you

Make it personal

Reinforce what’s working

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Uber Response Examples

2. Negative & Not Actionable

Say thank you

Invite to connect offline

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Uber Response Examples

3. Negative & Actionable

Say thank you

Acknowledge specifics

Communicate what’s being done to improve

Invite to connect offline if reviewer is still an employee

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Translating Reviews Into Action

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IMPROVE YOUR INTERVIEW PROCESS

Glassdoor interview reviews help

candidates become informed and prepared.

Tips:

• Refresh questions periodically to keep

candidates on their toes

• Use interview ratings to pulse check the

strength of your interview process

Translating Reviews Into Action

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POWER EMPLOYEE ENGAGEMENT

• Ensure feedback filters back to execs and relevant teams

• Reviews provide valuable insights that can help improve culture, employee engagement & more

Translating Reviews Into Action

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Creating a Process at Your Company

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Creating a Process at Your Company

Tip 1: Set Guidelines

Agree on your brand voice — enlist the help of your marketing team

As a leadership team, determine:

• Criteria for responding

• How to prioritize responses

• How to ensure feedback is delivered back to relevant teams

Curate templated responses that can be personalized

Consider whether PR or legal departments should be involved

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Creating a Process at Your Company

Tip 2: Assign Responsibility

Determine who will respond:

• Address by function

• Enlist the help of other department leaders to divide and conquer

Develop a cadence for monitoring and providing responses to reviews based on the volume your company receives

• Daily

• Weekly

• Monthly

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Creating a Process at Your Company

Tip 3: Implement a Feedback Loop

Consolidate trends to shed light on areas for improvement

Share interview feedback with hiring teams

Use Glassdoor data to measure and inform engagement programs

Regularly request reviews from your workforce

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Key Takeaways

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• Feedback is a gift – analyze & act on it

• Be human, thoughtful and candid in your responses

• Use proven resources to get started

glassdoor.com/employers/resources

Key Takeaways

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Q&A

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Thank You

Melissa Fernandez

Content & Community Manager, Glassdoor

Pierce Marchant

Sr. Employer Marketing Manager, Uber