New Delhi: The Bureau of Indian Standards (BIS), India’s national standards body, has published an Indian standard, IS 19000:2022, “Online Consumer Reviews – Principles and Requirements for their Collection, Moderation and Publication”. BIS issues standards for organizations publishing consumer reviews.
What is online consumer reviews?
Customer reviews are a form of online feedback customers share online about particular goods and services of a company. In the past few years, there has been a steady increase in e-commerce transactions across the country. Reviews posted online play a significant role in purchasing decisions, and consumers rely heavily on reviews posted on e-commerce platforms to see the opinions and experiences of users who have already purchased goods or services.
BIS provides requirements and recommendations regarding the policies and methods for review administrators to apply when collecting, moderating, and publishing online consumer reviews. The standard prescribes specific responsibilities for the author of the review and the administrator of the review.
This standard is applicable to any organization that publishes reviews online, including suppliers/sellers of products and services that collect reviews from their own customers, third parties engaged by suppliers/sellers or independent third parties.
It establishes a process that demonstrates the commitment of consumer review sites to value their customers and provide reviews that can be trusted. It would help build consumer confidence to purchase goods online and help them make better purchasing decisions. The standard is expected to benefit all stakeholders in the e-commerce ecosystem, i.e. consumers, e-commerce platforms, sellers, etc.
As online reviews increasingly influence consumer purchasing decisions, it is important for both consumers and suppliers/sellers that they are managed effectively to build trust in the quality, integrity, accuracy and transparency of reviews. a study on the effects of consumer reviews on purchasing decision. Also there is effect of negative online consumer reviews.