#reviews

I think reviews are a common avenue for frustrated customers to raise concerns ... but having a solid review response strategy should help alleviate concerns from your internal stakeholders. As someone owning reviews, responding to those reviews should be part of your purview (or maybe your social team's purview). Responses should let folks know you're looking into it, actioning it further, etc., etc. but I've never encountered an internal team that didn't want to take action on the feedback received in reviews. That's new to me!

Are they maybe thinking more about product feedback or suggestions? Again, I think your review response is the key to setting expectations. Something along the lines of "that's a great idea/suggestion. We appreciate your feedback and have shared your suggestions with the appropriate teams." That style of response lets your customers know their ideas are heard but doesn't put any pressure on you to actually action those suggestions.

That's a new one for me. I'd want to better understand where the person providing the objection is coming from before pushing back.

But one option could be in how the review request is positioned. So less about "we value your feedback to improve our product" to something more like "Your peers would value your opinion on {YOUR PRODUCT NAME}.
Be a contributor to your peer community by providing your opinion on {REVIEW SITE}."

Agree with Joe - I do not like to position reviews as feedback for us, but rather as a way for our customers to help their peers make a buying decision.

Thank you for all your suggestions! I don’t think I’ve ever had a more detailed project plan on peer reviews, but got the green light from anyone giving pushback!