ISO 20488:2018 オンライン消費者レビュー  —  それらの収集、モデレーション、および公開の原則と要件 | ページ 6

3.1

consumer review

recorded information made publicly available by a consumer [deemed to be a review author (3.8) ] about a specified product or service provided or sold by a supplier (3.6)

3.2

consumer

member of the general public purchasing or using products or services from a supplier

3.3

consumer experience date

calendar date and time when the consumer made use of the product or service

3.4

identification

process for obtaining information necessary to confirm the review author as a real person

3.5

geolocation

process whereby the geographical coordinates (latitude and longitude) of a review author can be obtained automatically to identify their location

3.6

supplier

organization or individual providing a product or service being reviewed by consumers on the online review site

3.7

collection

means of obtaining a review related to a consumer experience

3.8

review author

consumer (3.2) writing a review for publication on the review site

3.9

terms and conditions

set of criteria published on the review site that specify the rules with which review authors and suppliers will comply if they wish to submit information for publication on the review site

3.10

unsolicited review

consumer’s evaluation of a product or service that is provided without being requested by the supplier or the review administrator

3.11

solicited review

consumer’s review of a product or service requested by the supplier or review administrator

3.12

total rating

score given by a review author to sum up their evaluation of a specific product or service

3.13

rating

value, classification, or ranking of a product or service by a consumer

Note 1 to entry: Rating enables a consumer to give their opinion using a rating scale (0 to 5, 1 to 5, 1 to 10, 1 to 100, A to D, etc.).

Note 2 to entry: This scale may be represented by symbols (smileys, stars, coloured dots, symbols, etc.); however, these symbols should avoid creating confusion with any rating that may exist elsewhere.

3.14

submission date

moment at which the review is submitted to the review administrator by the consumer

3.15

conflict of interest

situation in which a review author has interests connected to the supplier, product or service that could compromise the independent nature of their review

3.16

specific marking

distinctive sign denoting a characteristic of a consumer review

3.17

moderation

filtering, analysis, or processes conducted automatically or by human means with a view to accept or reject a consumer review

3.18

review administrator

organization or individual responsible for managing the consumer review content, which may be the supplier of the products and services being reviewed

Note 1 to entry: This can be a third party contracted by the supplier, or an independent third party.

Note 2 to entry: The different processes related to collection, moderation and publication may at various times be performed by different organizations.

3.19

overall rating

score for a specific product or service, calculated by the review administrator, that combines all of the individual ratings given by review authors about that product or service

3.20

test reviews

method of authenticating the dependability of the review administrator’s processes

3.21

flagging

function enabling consumers or suppliers to draw the attention of the review administrator to any content deemed suspicious

3.22

process

interrelated or interacting activities that transform inputs into outputs

3.23

Single Sign-On

SSO

function enabling a user to access a number of websites or applications with a single User ID and password