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© Glassdoor, Inc. 2017.
Everything You Need
to Know About
Glassdoor Reviews,
Featuring Uber
© Glassdoor, Inc. 2017.
Tech Tips
• The webcast is being streamed through your computer,
so there is no dial-in number
• M...
© Glassdoor, Inc. 2017.
#gdchat
© Glassdoor, Inc. 2017.
Meet Our Speakers
Melissa Fernandez
Content & Community
Manager, Glassdoor
Pierce Marchant
Sr. Emp...
© Glassdoor, Inc. 2017.
• Glassdoor content moderation process
• Tips for handling controversial and unfavorable reviews
•...
© Glassdoor, Inc. 2017.
Glassdoor Content
Moderation Process
© Glassdoor, Inc. 2017.
Glassdoor Content Moderation Process
• Glassdoor asks employees to
include pros, cons and advice
t...
© Glassdoor, Inc. 2017.
Content submit by user
Content moderation
Approved Rejected
Glassdoor Content Moderation Process
C...
© Glassdoor, Inc. 2017.
We allow:
● Any current or former employee,
(within the past five years) regardless of
job title, ...
© Glassdoor, Inc. 2017.
MYTHS VS. FACTS
• Glassdoor verifies employment status of its members.
• Glassdoor believes in fre...
© Glassdoor, Inc. 2017.
HOW TO DEAL WITH INAPPROPRIATE CONTENT
Phase 1: Flag review
Flag the review for a second look
by c...
© Glassdoor, Inc. 2017.
HOW TO DEAL WITH INAPPROPRIATE CONTENT
Phase 2: Flag content is
evaluated
Flagged content is re-ev...
© Glassdoor, Inc. 2017.
Tips for Handling Controversial &
Unfavorable Reviews
© Glassdoor, Inc. 2017.
Handling Controversial &
Unfavorable Reviews
Do:
• Set up company alerts
• Ensure title & name of ...
© Glassdoor, Inc. 2017.
How Uber Handles
Glassdoor Reviews
© Glassdoor, Inc. 2017.
How Uber Handles Glassdoor Reviews
• Don’t fear feedback —
embrace it!
• Internal value: uncover
t...
© Glassdoor, Inc. 2017.
How Uber Handles Glassdoor Reviews
Overview: Uber Reviews
• 4.3 overall rating
• 4.2k total review...
© Glassdoor, Inc. 2017.
How Uber Handles Glassdoor Reviews
RESPONSE RUBRIC
Uber prioritizes responses based
on:
Respond in...
© Glassdoor, Inc. 2017.
3 Response Examples
© Glassdoor, Inc. 2017.
Uber Response Examples
1. Positive & Actionable
Say thank you
Make it personal
Reinforce what’s wo...
© Glassdoor, Inc. 2017.
Uber Response Examples
2. Negative & Not Actionable
Say thank you
Invite to connect offline
© Glassdoor, Inc. 2017.
Uber Response Examples
3. Negative & Actionable
Say thank you
Acknowledge specifics
Communicate wh...
© Glassdoor, Inc. 2017.
Translating Reviews Into Action
© Glassdoor, Inc. 2017.
IMPROVE YOUR INTERVIEW PROCESS
Glassdoor interview reviews help
candidates become informed and pre...
© Glassdoor, Inc. 2017.
POWER EMPLOYEE ENGAGEMENT
• Ensure feedback filters back to
execs and relevant teams
• Reviews pro...
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
Tip 1: Set Guidelines
Agree on your brand voice — enlist the he...
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
Tip 2: Assign Responsibility
Determine who will respond:
• Addr...
© Glassdoor, Inc. 2017.
Creating a Process at Your Company
Tip 3: Implement a Feedback Loop
Consolidate trends to shed lig...
© Glassdoor, Inc. 2017.
Key Takeaways
© Glassdoor, Inc. 2017.
• Feedback is a gift – analyze & act on it
• Be human, thoughtful and candid in your responses
• U...
© Glassdoor, Inc. 2017.
Q&A
© Glassdoor, Inc. 2017.
Thank You
Melissa Fernandez
Content & Community Manager, Glassdoor
Pierce Marchant
Sr. Employer Ma...
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Effectively responding to reviews on Glassdoor is an important part of any solid employee engagement and recruiting strategy. Uber shared its approach to managing feedback and writing effective responses to reviews and how you can to.

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Everything You Need to Know About Glassdoor Reviews

  1. 1. © Glassdoor, Inc. 2017. Everything You Need to Know About Glassdoor Reviews, Featuring Uber
  2. 2. © Glassdoor, Inc. 2017. Tech Tips • The webcast is being streamed through your computer, so there is no dial-in number • Make sure your computer speakers are on and that the volume is turned up • If your slides are behind, press F5 to refresh • If you have any questions during the webcast, you can submit them through the Q&A widget on the left of your screen
  3. 3. © Glassdoor, Inc. 2017. #gdchat
  4. 4. © Glassdoor, Inc. 2017. Meet Our Speakers Melissa Fernandez Content & Community Manager, Glassdoor Pierce Marchant Sr. Employer Marketing Manager, Uber
  5. 5. © Glassdoor, Inc. 2017. • 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
  6. 6. © Glassdoor, Inc. 2017. Glassdoor Content Moderation Process
  7. 7. © Glassdoor, Inc. 2017. 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
  8. 8. © Glassdoor, Inc. 2017. 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
  9. 9. © Glassdoor, Inc. 2017. 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
  10. 10. © Glassdoor, Inc. 2017. 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]
  11. 11. © Glassdoor, Inc. 2017. 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
  12. 12. © Glassdoor, Inc. 2017. 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
  13. 13. © Glassdoor, Inc. 2017. Tips for Handling Controversial & Unfavorable Reviews
  14. 14. © Glassdoor, Inc. 2017. 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
  15. 15. © Glassdoor, Inc. 2017. How Uber Handles Glassdoor Reviews
  16. 16. © Glassdoor, Inc. 2017. 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
  17. 17. © Glassdoor, Inc. 2017. 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
  18. 18. © Glassdoor, Inc. 2017. 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
  19. 19. © Glassdoor, Inc. 2017. 3 Response Examples
  20. 20. © Glassdoor, Inc. 2017. Uber Response Examples 1. Positive & Actionable Say thank you Make it personal Reinforce what’s working
  21. 21. © Glassdoor, Inc. 2017. Uber Response Examples 2. Negative & Not Actionable Say thank you Invite to connect offline
  22. 22. © Glassdoor, Inc. 2017. 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
  23. 23. © Glassdoor, Inc. 2017. Translating Reviews Into Action
  24. 24. © Glassdoor, Inc. 2017. 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
  25. 25. © Glassdoor, Inc. 2017. 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
  26. 26. © Glassdoor, Inc. 2017. Creating a Process at Your Company
  27. 27. © Glassdoor, Inc. 2017. 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
  28. 28. © Glassdoor, Inc. 2017. 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
  29. 29. © Glassdoor, Inc. 2017. 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
  30. 30. © Glassdoor, Inc. 2017. Key Takeaways
  31. 31. © Glassdoor, Inc. 2017. • 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
  32. 32. © Glassdoor, Inc. 2017. Q&A
  33. 33. © Glassdoor, Inc. 2017. Thank You Melissa Fernandez Content & Community Manager, Glassdoor Pierce Marchant Sr. Employer Marketing Manager, Uber
  • MohabElGazzarPHRi

    Aug. 15, 2018
  • ScottBarshay

    Dec. 1, 2017

Effectively responding to reviews on Glassdoor is an important part of any solid employee engagement and recruiting strategy. Uber shared its approach to managing feedback and writing effective responses to reviews and how you can to.

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