Baemin "Trust Our Food Reviews"

Implementation of New Review Management Policy to Foster a Healthy Review Culture

[Asia Economy Reporter Kim Cheol-hyun] Woowa Brothers, the operator of Baedal Minjok (hereafter Baemin), is significantly strengthening its review management policy. On the 31st, Woowa Brothers announced that they have prepared management improvement measures to enhance the reliability of reviews that influence customers' food choices and to prevent misuse cases.

First, Baemin updated its system so that if a customer deletes their initial review, rewriting a review for that order is no longer possible. This measure aims to prevent cases where a single order’s review is repeatedly rewritten to continuously display a specific review at the top.

The 'Review Posting Suspension Process,' which hides reviews reported by merchants for defamation regardless of the food, has also been improved. When a merchant requests a review posting suspension, a temporary measure is applied for 30 days during which the review is not displayed, allowing the merchant and customer to coordinate their opinions during this period.

The review writing period for a specific order has also been shortened from within 7 days to within 3 days. This change considers that 94% of all reviews are written within 3 days of ordering food. Previously, there were rare cases where multiple orders were placed over 7 days and then low-star ratings were given all at once to lower the overall rating, but by moving the writing period earlier, such acts are expected to be difficult to carry out.

Baemin also plans to designate August and September as intensive review monitoring periods and will carry out strong eradication activities against fake reviews. Merchants using agencies that write fake reviews will face sanctions such as suspension of store advertisements or contract termination according to internal operation policies upon detection.

Last year, Baemin established a dedicated review inspection organization and introduced a review inspection function using artificial intelligence (AI) technology, continuously striving to establish healthy reviews. Through this, about 70,000 suspicious cases were detected in the first half of this year alone, and follow-up measures such as blocking review exposure and review writing rights were implemented.

Kang Jin-seok, Head of the Customer Communication Team at Woowa Brothers, said, "For customers to trust and use the app long-term, the reliability of reviews is essential," adding, "Additional measures to strengthen review exposure methods and transparency will also be prepared within this year."

This content was produced with the assistance of AI translation services.