Customer reviews on social media play a critical role in the decision making (i.e., pre-purchase) stage in the customer journey. Therefore, it is critical for a brand to measure customers' perception of the quality of the reviews available across the brand's social media platforms, such as reviews on the brand's Facebook page. The following study has developed and empirically validated a construct called 'Social Communications' (SOCM) that brand managers and researchers could use to measure the quality of a brand's customer reviews. They define 'Social Communications' as the customer’s evaluative judgment of peer user endorsements of a brand across any channels. The four items for measuring the construct are (replace XYZ with the brand's name):

• SOCM1: Customer reviews of XYZ across all channels are accurate.
• SOCM2: Customer reviews across XYZ’s channels make me feel confident to buy from XYZ.
• SOCM3: Online posts by other customers make me feel confident to buy from XYZ.
• SOCM4: Customer reviews of XYZ across all channels are trustworthy.

Review the article for further details (open/free access): Syed Mahmudur Rahman, Jamie Carlson, Siegfried P. Gudergan, Martin Wetzels, Dhruv Grewal. (2022). Perceived Omnichannel Customer Experience (OCX): Concept, measurement, and impact. Journal of Retailing, https://doi.org/10.1016/j.jretai.2022.03.003