Caitlin Green

I I'd like to revisit this with you, David, and maybe Miranda, if we can steal you again after you finished episode six, because that one is like the best one of all.

Yeah, it was very striking finding, especially like, you know, we see, we have some results on like, okay, so there are some review changes after owner respond to the reviews, but we don't have any results on just, just simply claiming, just simply claiming their page.

So it's striking.

So it's an action of the certain ownership of a page in a platform like Yelp.

So by owner or management.

Basically, as you see, many of business pages, they start with some crowdsourced.

page mostly so basically it's whether okay if there is any new business then okay oh so customers they they they create a business page for for for this right or yelp can find some something but eventually they are their their crowdsource page mostly but owner now they they they now claim that okay this is my page so this kind of activity is what could be called page claiming yep

Right.

So basically, when the page is claimed by owner, there is some kind of tag on the page that it switched from unclaimed to claimed.

And this change is actually giving some kind of negative effect.

That's what we found.

Basically, overrating goes down about 10%.

And what's behind in that is like one star reviews, the likelihood of getting one star goes higher.

and five-star goes down, and people write more lengthy or negative reviews, and they even talk about more services shipped directly to the owners.

So that's a very great question.

So basically, the reason why it's happening, what we found, is the claiming itself increased the customer expectation.

Basically, this claiming signal, it changed.

It signals that the owners are here in the platform, basically.

So before that, the page is unclaimed.

Okay, there's nobody to talk about.