Caitlin Green

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.

However, as they see that owners are here, they can think that the customers now assume that the owners are now watching and listening.

So basically, this raises the expectation.

And that leads more dissatisfied customers to join who otherwise not joined before.