Overview
ServiceTitan is sunsetting the review filtering feature found in Marketing Pro Reputation's advanced review generation surveys to align with updated Federal Trade Commission (FTC) regulations regarding consumer reviews.
Who uses this feature
Marketing managers, business owners, and other marketers on your team
Applies to all business types
Applies to all trades
Feature configuration
To get started with Marketing Pro Reputation, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Why review filtering is going away
Here's why we're making this change:
The FTC is charged with protecting consumers. The FTC can bring enforcement actions and initiate investigations against companies that they believe are being unfair or deceptive to consumers.
The FTC recently updated the Final Rule on the Use of Consumer Reviews and Testimonials (Final Rule), which in part strengthens the FTCs prohibition against companies removing or suppressing negative reviews of a company's product or service offering.
ServiceTitan's review filter allows companies to avoid posting reviews under a certain rating, which the FTC would likely see as permitting review suppression.
Both ServiceTitan and companies using this feature could be investigated and endure enforcement action by the FTC. ServiceTitan for offering the review filtering feature and companies for using the review filter. Here are a few examples of other companies being impacted:
Fashion Nova was prohibited from suppressing customer reviews of its products and was required to pay $4.2 million to settle FTC allegations. Fashion Nova used a third-party tool to suppress negative reviews.
The FTC investigated Yotpo, who the FTC believed was suppressing reviews. The FTC closed its investigation into Yotpo after they made certain changes to their platform.
The FTC sent warning letters to 10 review management companies, highlighting that their product offering allowed companies to take improper steps to avoid collecting or publishing negative reviews.
Existing surveys with review filtering enabled will continue to deliver. However, customers will no longer be directed to leave—or not leave—public reviews based on their initial feedback. Instead, all customers will be routed to leave an external review after sharing their feedback.