How to respond to positive online reviews (yes, you should!) – 11web


Online Reviews on sites lượt thích Google, Facebook, Yelp, và Tripadvisor give sầu people a way lớn share their experiences not only with businesses but with fellow consumers, too. Consumers rely on these Review in order lớn discover great businesses, products, services, and brands. This makes it extremely important for companies lớn learn how lớn respond lớn negative sầu reviews as well as positive sầu customer feedbaông xã. 

94% of consumers say that a bad Review has convinced them khổng lồ avoid a business.53% of customers expect businesses lớn respond lớn negative sầu Review within a week. But 63% say that a business has never responded to lớn their review.45% of consumers say they’re more likely khổng lồ visit a business that responds to negative sầu review.

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The takeaway: respond khổng lồ negative sầu đánh giá before they drive your customers away. Do this & consumer perceptions immediately improve, making it more likely that people will come và visit your business locations. 

As for what khổng lồ vày with positive sầu or neutral Reviews — yes, they also warrant a response. Think of it as an opportunity lớn reinforce and spotlight the things customers already love sầu about your company. (Not lớn mention, it’s the polite thing khổng lồ bởi.) Need help navigating the (sometimes treacherous) waters of online reviews?

To help you respond to đánh giá better, we looked at 200,000 Đánh Giá responses in the database & combined their best features lớn come up with powerful examples và templates you can use to respond lớn your own đánh giá, whether they’re negative sầu, positive, or neutral. 

In addition lớn the templates, we scoured the Internet for great real-life examples of companies that know how khổng lồ respond to lớn negative sầu reviews.

How to Respond to lớn Negative sầu Reviews

Responding lớn negative sầu Đánh Giá is difficult. Bad Review hurt & sometimes they can be downright cruel. 

While it’s natural lớn get upset about your negative reviews, it’s important not lớn thua kém your cool or feel like retaliating. In many cases, it’s wise to step away from the keyboard, so that your emotions don’t dictate what you’re going khổng lồ write in your response lớn a negative sầu review. Instead, get to lớn a calm mental state and respond in a professional manner.

Here’s a template that you can use to learn how to respond to lớn negative sầu reviews:

Dear , thanks for sharing your feedback. We’re sorry your experience didn’t match your expectations. It was an uncommon instance & we’ll do better in the future.

Please feel không tính tiền lớn reach out lớn with any further comments, concerns, or suggestions you wish to chia sẻ. We would love sầu to make things right if you give sầu us another chance.

Obviously, how you respond khổng lồ negative đánh giá will vary from situation khổng lồ situation, but think of the above sầu template as an all-purpose one. It’s a great starting point that can serve sầu as the foundation for a great response.

Let’s break this down further by examining what’s often said when companies respond khổng lồ negative and positive sầu Reviews.


While businesses vị apologize, it’s only a relatively small part of the response (13%). Why? Because it can sometimes come across as unprofessional to be overly apologetic. Instead, brands focus on their commitment lớn service, customer experience management, và “next steps” (e.g., how a consumer can tương tác them directly). 

The template above sầu applies a number of the best practices in responding to negative Đánh Giá.

Address the Reviewer

Your customers want khổng lồ be heard individually and addressed personally. So don’t forget your salutations và, if possible, avoid the generic “Dear guest,” or “Dear customer.”

According to customer Đánh Giá data, 76% of all Review are either on Google & Facebook. This means you can usually get the name of the reviewer & use it as a way to further personalize your response.

Say Thank You

Show customers that your company appreciates and values candid unsolicited feedbaông xã. Always rethành viên to lớn say thank you in responses khổng lồ Review (even the bad ones).

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Here are some variations where saying “thank you” goes a long way:

“Thank you for your Đánh Giá. I’m sorry lớn hear you had a frustrating experience, but I really appreciate you bringing this issue to lớn my attention.”

“Thank you for bringing this to lớn our attention. We’re sorry you had a bad experience. We’ll strive sầu khổng lồ vày better. ”

“Thank you for letting us know about this. Your feedbachồng helps us vì better. We are looking into lớn this issue & hope to resolve sầu it promptly and accurately.”

Apologize và Sympathize

Saying sorry shows that you care about your customers và that you’re not too proud lớn own up lớn your mistakes.

Even if it’s not your fault, say sorry anyway. This is a great opportunity to lớn establish và strengthen trust between your company or brand & the customer. Besides, people often get turned off by businesses that are too perfect or too proud to apologize.

Just like the rest of the response, keep your apologies short & sweet:

“We apologize that our service did not satisfy your expectations.”

“We’re so sorry that your experience did not match your expectations. This is on us.”

“We phối a high standard for ourselves, & we’re so sorry lớn hear this was not met in your interaction with our business.”

Take Responsibility

Don’t make excuses. Even if what happened was an uncomtháng instance, an isolated case, an unfortunate incident, an off day — acknowledge the customer’s experience. At the same time, provide reassurance that you hold yourself khổng lồ high standards.

Some things you can say:

“I’m so sorry. We’re normally known for our exceptional attention lớn detail, và we regret that we missed the mark.”

“We always ayên khổng lồ deliver a great experience, và we are gutted when we don’t meet expectations. Thanks for taking the time khổng lồ bring this lớn our attention. We will use the feedbachồng khổng lồ make us better and lớn ensure this doesn’t happen again.”

“Thank you for posting a đánh giá and we’re sorry to lớn hear that your experience was not up to standards. We would like the opportunity to talk and investigate your feedback further.”

Make Things Right

When dealing with negative sầu feedback, try khổng lồ avoid cookie-cutter responses that bởi not resolve sầu or address any specific issues raised in the reviews. Include details about the customer’s experience in your response (when relevant), và communicate any changes or improvements you have sầu made or will make as a result of their feedbaông xã.

If there’s nothing you can bởi vì to fix what happened, here’s a compelling way khổng lồ respond khổng lồ the reviewer, take ownership, and promise khổng lồ make things right in the future:

“I apologize on behalf of everyone at . Please know that your situation was an exception. As you can see on other đánh giá, we are known for taking ownership và caring deeply about our customers. We can’t fix the past but you have sầu my personal commitment lớn improve the way our staff serves every customer. Until then, please accept my sincerest apologies on behalf of everyone on the team.”

Take the Issue Offline

It’s always best for you and your customer lớn talk directly about the problem they had and take the issue offline. This saves any further embarrassment on your side of the issue & prevents interference from outside sources. For this reason, you should provide direct contact information for customers in your Review response.


Here are some things you can say:

“We would lượt thích the opportunity to investigate your feedbachồng further. Please could you contact me at or điện thoại tư vấn our team at ? We’ll work with you khổng lồ resolve any issues as quickly as possible.”

“We are sorry that your experience at didn’t quite match your expectations. We would love sầu to lớn know why, so that we can deliver a better experience next time. You may reach us anytime at or . Again, thank you for your feedback!”

Ask for A Second Chance

Don’t slam the door on negative reviewers. Instead, extkết thúc a (digital) hvà. Invite them to come baông chồng and when they bởi, welcome them with open arms.

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Not only does this create an opportunity for you to lớn change the conversation; it also establishes confidence in your ability to deliver an experience worth raving (instead of ranting) about.

Some things you can say:

“Thank you for bringing this matter to our attention. I’m very sorry we failed lớn meet your expectations. I would appreciate another chance lớn earn your business. Please Call me or ask for me next time you’re at .”