Negative Feedback on Facebook Pages

I got an email today asking me what ‘negative feedback’ was on Facebook pages so I thought I would explain it here too.

Facebook Insights content If you have experience with Facebook’s Insights, you have seen where your most recent and most popular content is listed. These content items are listed in Facebook Insights with: the post, the reach of the post, the number of engaged users, how many people were talking about this and the post’s virality.

Facebook negative feedback reportIf you click on engaged users, it gives you a breakdown of how people were engaged with your content. Perhaps they watched the video, viewed the photo, clicked on something, created their own update from your post etc. You may also see any ‘negative feedback’ your post may have received. Negative feedback is defined as “People who hid your post or gave it negative feedback in their news feed”.

When your posts show up in someone’s news feed they have the option to like it or comment on it. They also have the option to hide the story, report the story as spam or to hide all stories from your organization. If they choose one of those latter options, it is considered ‘negative feedback’.

I don’t think this is something to really lose sleep over. I do think you should review negative feedback reports as you review your Facebook Insights. Knowing which content people don’t value or hide, will just help you to refine what you are delivering. Maybe it was worded wrong. Maybe you talk about your sponsors too much. Maybe you post too many photos or videos. Perhaps you post too frequently. It could be lots of things.

Don’t let negative feedback derail your efforts too much! Just let it help guide you in your content planning for the future!

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  • Kathy

    Thank you! I’ve been watching this lately. It seems like when I post something cute or funny I get more likes, etc & 1 person gives negative feedback. It makes me curious to know which person lost their sense of humor since the posts are otherwise well received.

  • Susan

    I’m hoping that I’m getting the negative feedback because fans are seeing my promoted post on their feed more than once and it’s annoying them? Like Kathy, I only ever get 1 person, and it’s on every promoted post. And like Kathy, my posts are otherwise well received…it would be nice to see which person it is (same one each time? Why not just Unlike my page?) and whether the negative feedback is hiding or reporting, or giving a negative comment, as there’s a significant difference.

  • http://www.hallme.com/blog/author/amanda/ amanda_pants

    More information would definitely be helpful.

  • http://www.facebook.com/magichourcommunications Jenn

    It was important to me to know, which of the four types of negative feedback were occurring on our fan page: like you said, hidden posts are good to know about to make adjustments to posting schedules or content varieties, but they get lumped in with larger items of concern like unliked pages or spam reports. And one number for all wasn’t working for me.

    So, something I discovered this week, that is helpful to determine what kind of negative feedback you might be receiving is to actually export your insights data to a spreadsheet.

    There’s an “Export Data” button at the top, right corner of the Insights page (make sure you set the date range first), click that, choose ‘Page level Data’ and it will ask you what format you want your spreadsheet in. I chose Excel, but the .CSV works fine, too.

    Once downloaded, view the “Daily Negative Feedback User…” tab (you might need excel to get the tabs) and you’ll see a breakdown of the four types of negative feedback that were given on any particular day.

    It takes a few minutes to accomplish, but it’s a very clear way to know exactly what’s going on.

  • Kathy

    Does this also work on a Mac with Numbers rather than Excel?

  • Susan

    Jenn, I went through the steps you suggest but on the Excel sheet I can still only see Negative Feedback, and the only breakdown of this is for day vs month etc…

  • http://www.facebook.com/magichourcommunications Jenn

    I should imagine it would, but make sure you choose the .csv file format instead of .xls (Excel).

  • http://www.facebook.com/magichourcommunications Jenn

    Hi Susan, when you open the file, do you have tabs across the bottom of the page? If you’re only viewing the first tab “Key Metrics” you will only see negative feedback in columns BU,BV, and BW as you describe them (daily, weekly, 28 days, etc.). It’s important to scroll through the tabs to the ones specifically about negative feedback (should be around the 52nd from the left). If you’re on the right tab of the sheet, there will only be 3-7 columns of populated data: A (Description), B (Date), C (hide_clicks), D (hide_all_clicks), etc.

    It won’t ever tell you who gave the feedback, but you’ll be able to see which of the 4 actions they took on your post.

  • Susan

    Hi Jenn, thanks so much! I get it now. All my negative feedback is hiding, so I guess people are getting a little too much of the same content as the promoted post content will already be seen in their feed – or, it’s competitors who need to see what my page is doing but don’t want to keep hearing about it…

  • Sandra

    Thank you very much Amanda. This is an excellent feedback.

  • Sandra

    Thank you very much Jenn, I will try this.

  • Sandra

    Hi Kathy, I have the same situation!

  • http://www.hallme.com/blog/author/amanda/ amanda_pants

    More on how to export and analyze negative feedback here http://socialfresh.com/facebook-insights-negative-feedback/

  • http://www.facebook.com/mariels Mariel Heart

    thanks! this is exactly the detail I was wondering!

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  • Sue

    With regard to my site, I am almost certain that it is a certain competitor(s) doing it as I am occasionally posting beautiful photos of my region & no reason to give negative feedback on my FB business page. It just encourages me to to carry on frankly!

  • sita epps

    Will it show a negative feedback if your post was shared many times and a friend of a friend’s friend ended up hiding it?

  • Don

    Thanks, it is good to know that…

  • Student Gift Parcel

    thanks for making that clear, was a bit worried when I saw my first one!