In this article, you'll find simple copy-paste responses you can use to reply to postive reviews online. For the full article along with strategies on how to increase repeat visits using these responses, click HERE.


Response Template #1: How to Respond to Critical 5-Star Reviews (the “almost happy” customer)


Dear [REVIEWER NAME],


Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news and I’m glad you took the time to share this. I’m so sorry that your [visit/experience] with us fell short of expectations. I also want to thank you for giving us a chance to make things right.

We’re using your feedback to make some important changes:

[specific yet concise list of changes]

I’m pleased we were able to make things better and I hope we see you again soon!


[MANAGER NAME] – [CONTACT NUMBER]


 

Response Template #2: How to Respond to Blank 5-Star Reviews


Dear [REVIEWER NAME],


Thanks so much for the 5-stars! Hope to see you again soon!


 

Response Template #3: How to Respond to Product or Service-Specific Reviews


Here’s how to respond to product-specific reviews:


Dear [REVIEWER NAME],


Thanks so much for the great review! The [PRODUCT NAME] is one of my personal favorites as well! Next time, you should try our new [UPSELL PRODUCT NAME] – it’s great when paired with [PRODUCT NAME THEY MENTIONED]! 


Hope to see you again!

Here’s how to respond to service-specific reviews:


Dear [REVIEWER NAME],


Thanks so much for the glowing review! The [SERVICE] is one of the most impactful services we offer, and I’m glad you had the same experience as most of our clients. I recommend exploring our [UPSELL SERVICE NAME] as it’s only compounded [RESULT] our clients get!


Hope to work with you again!



Response Template #4: How to Respond to Staff Member-Specific Reviews


Hi [NAME]!


Thanks for the glowing feedback, and mentioning [STAFF NAME]. You’re right – [STAFF NAME] is always going above and beyond. I’ll be sure to share your praises with them and the rest of the team! It’s the kind folks like you that make our job great. 

Hope to see you again soon!


[YOUR NAME]


 

Response Template #5: How to Respond to Location-Specific Reviews for Big Brands


Hi [NAME]!


Thank you for taking the time to write this! It means a lot. [YOUR NAME] here from [BRAND NAME] head office – I’ll make sure I pass your experience on to [CITY & LOCATION NAME]! I hope you visit again in the near future and let us know about your future experiences!


[YOUR NAME]


 

Response Template #6: How to Respond to Raving Fans


Hi [NAME]!


We are absolutely thrilled to have you as part of the [COMPANY] family! Thank you so much for sharing your [POSITIVE FEEDBACK] and good vibes – you’ve always taken the time to [MENTION SOMETHING THEY’RE GREAT AT]. Your words here mean the world to us and our entire team! I’m looking forward to your next visit.

Hurry back!


[YOUR NAME]


 

Response Template #7: The “Lazy” Response


Dear [NAME], 


Thanks for leaving us such a wonderful review! We are thrilled that you loved your experience and more specifically [PRODUCT / SERVICE]; our staff will be delighted to read what you wrote. We take customer experience quite seriously and as a top priority, and your review here reaffirms the hard work we put in daily. 

Thank you again for your glowing feedback and we can’t wait to see you again!


 

Response Template #8: How to Respond to 4-star Reviews with Mixed Feedback


Dear [NAME],


It was a pleasure serving you! I really appreciate you taking the time to share your feedback and being so open with us. I’m glad you felt [REINFORCE THE POSITIVES THEY MENTIONED].


I also want to thank you for sharing this so we can actually improve. I’d love for you to give us a chance to make things right. Customer experience is our top priority – and I’d love your direct feedback on how we could do better next time. I hope you’ll come and see us again soon!


[YOUR NAME – PHONE NUMBER]