Moderating Comments and Reviews
Comments and reviews build community and trust, but they also attract spam and the occasional difficult message. A clear moderation routine keeps the conversation useful and your brand protected.
This article explains how to approve, reply to and remove content fairly, and how to handle negative feedback constructively.
Setting Up Moderation
Deciding in advance what you allow saves a lot of judgement calls later. Most platforms let you hold comments for approval.
- Hold first-time commenters for manual review.
- Enable a spam filter to catch the obvious junk.
- Agree a short policy on what is unacceptable.
- Decide who on the team checks the queue.
Handling Negative Reviews
A measured public reply to criticism often impresses onlookers more than the original complaint.
- Respond calmly and never defensively.
- Acknowledge the issue and apologise where fair.
- Offer to continue the conversation privately.
- Only remove content that is abusive or fake.
Frequently Asked Questions
Should we delete all negative reviews?
No. A page of only perfect reviews looks suspicious. Respond well to genuine criticism — it shows you care and builds credibility.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.