Whether you have three locations or 30, your business will benefit from responding to its online reviews on platforms like Yelp and Google.
Replying to customer reviews can help your website rank higher in local searches, improve your customer retention rate, and control the narrative around your brand reputation. It also gives you an opportunity to reach new customers, convert undecided consumers, and advertise your company’s most attractive, appealing features.
The question for business owners is, what should you say in your response?
For example, how should your business reply when customers write poor reviews? How does that strategy change when you're responding to positive feedback? And what review websites or apps should your business be listed on?
You'll find the answers in this review management guide, which features a dozen easy-to-customize templates for responding to negative and positive reviews. It also covers more than 50 popular review sites to watch, along with tips for managing business reviews more efficiently.
What are some positive review examples, and how should your business respond to feedback from happy customers? And what about dealing with bad reviews that could hurt your online reputation?
This section of our guide features 12 real examples of customer reviews and business responses. It covers a wide range of industries, such as healthcare and real estate; review platforms, such as Yelp and Apple Maps; and types of reviews, such as 5-star ratings and 1-star ratings. You'll find:
Type of review: Positive review
Review response template: “Thanks for taking [ a moment, the time, time out of your day, etc. ] to share your [ feedback, comments, valuable insights, etc. ] with us, [ Customer Name ]! We're so pleased to hear that you enjoyed our [ positive detail from review ] and [ positive detail from review ]. We truly appreciate you recommending [ Business Name ], and we hope that we'll have another opportunity to serve you again soon! Thanks again for [ rating and reviewing, recommending and rating, etc. ] our business, [ Customer Name ].”
Type of review: Negative review
Review response template: “Hi [ Customer Name ], thank you for leaving us a review. We're so sorry to know that your [ recent visit to, family's meal at, etc. ] [ Business Name ] didn't meet your expectations. We always strive to provide [ exceptional service, excellent service, the freshest ingredients, authentic flavors, etc. ], and it's disheartening to hear that our team fell short on this occasion. We appreciate your feedback, which helps us make improvements to deliver a better dining experience for our guests. Please don't hesitate to contact us if there's anything we can assist you with, and we hope we'll have the opportunity to serve you again in the future.”
Type of review: Positive review
Review response template: “[ Customer Name ], we're so [ thrilled, glad, pleased, etc.] to hear about your [ fantastic, outstanding, 5-star, etc. ] experience at our [ City/Town Name ] location! It's [ fantastic, wonderful, great, etc. ] to know that [ Staff Member Name ] [ provided you with excellent customer service, made your vehicle look brand new again, made your truck repairs so efficiently, etc. ]. We thank you for choosing [ Business Name ], and our team looks forward to serving you again soon!”
Type of review: Negative review
Review response template: “[ Customer Name ], thank you for taking the time to leave a comment. We [ truly, sincerely, deeply, etc. ] apologize for your recent experience [ visiting, contacting, speaking with, etc. ] our [ type of business ]. At [ Business Name ], we strive to provide [ outstanding service, high quality products, etc. ], and we're sorry to know that we fell short of your expectations. We take customer feedback seriously, and would value the opportunity to have a more detailed conversation about your experience so that we can improve. Please reach out to us at [ phone number or email address ], and we hope to hear from you soon."
So far, we've looked at a few examples of Google reviews and responses. Let’s change gears and examine some review examples from Yelp.
Type of review: Positive review
Review response template: “Wow, thanks for leaving such a positive review for our business, [ Customer Name ]! We [ truly appreciate, are so grateful for, etc. ] your 5-star rating [ and recommendation ]. At [ Business Name ], it's our mission to provide our customers with the best solutions for their [ HVAC, landscaping, etc. ] needs, and we're so thankful that you chose our business for your home [ improvement, repair, etc. ] project. We look forward to providing another [ 5-star, A+, top-notch ] experience the next time you need [ A/C repairs, new windows installed, etc. ]!"
Type of review: Negative review
Review response template: “Hi [ Customer Name ], thank you for taking the time to share your review [ with us, with our team, of Business Name, etc. ]. We sincerely apologize for any issues that you've experienced with your [ type of product or service purchased ]. Your satisfaction is important to us, and our team is here to help get this matter resolved. Please reach out to us directly at [ phone number or email address ] so that we can discuss this with you in more detail and work toward a solution together. Thanks again for your valuable feedback, [ Customer Name ], and we look forward to speaking with you soon.”
It's essential to ensure you respect patient privacy and comply with HIPAA when responding to online patient reviews. In fact, due to potential concerns around patient privacy, some medical review platforms (such as Zocdoc) don't allow providers to respond to reviews.
With that caveat in mind, here are some negative and positive review examples from Google, including response templates based on real replies from healthcare providers.
Type of review: Positive review
Review response template: “[ Reviewer Name ], thank you so much for your positive review of [ Business Name ]! We sincerely appreciate you taking time out of your day to connect with us and share your feedback. We'll be sure to pass your kind comments along to our [ care, patient care, nursing, etc. ] team, who always work hard to deliver a high level of patient satisfaction. If you need further assistance, please contact us directly at [ phone number ] for support. Thank you again for leaving a comment, and best of wishes from everyone here at [ Business Name ]."
Type of review: Negative review
Review response template: “[ Reviewer Name ], thank you for leaving a comment and rating. Our team is sorry to learn that your expectations were not met. At [ Business Name ], our mission is to provide exceptional care and support. We value your feedback and would value the opportunity to learn more about your experience so that we can work toward a resolution. Please contact us at [ phone number ] at your earliest convenience so that we can discuss further. Thank you again for sharing your review, and we look forward to speaking further soon.”
Type of review: Positive review
Review response template: “Thank you so much for your positive review, [ Customer Name ]! It's [ wonderful, fantastic, delightful, etc. ] to hear that you're enjoying [ Property Name ] so much! We're especially [ thrilled, delighted, happy, pleased, etc. ] to hear that our dedicated team members like [ Staff Member Name ] have [ provided you with exceptional service, made your application experience stress-free, made you and your family feel welcome, etc. ]! If there's anything else we can do to make your experience even better, please don't hesitate to contact our [ front office, leasing office, front desk, etc. ] for assistance. Thanks again for taking the time to leave us a 5-star rating!"
Type of review: Negative review
Review response template: “Hi [ Customer Name ], thank you for taking the time to share your valuable insight with our leasing team. We appreciate your constructive feedback, which helps us provide better service to our residents. We're genuinely sorry to see your review, and would be grateful for an opportunity to turn your experience around. Please reach out to us at your earliest convenience by contacting [ phone number or email address ], and we'll do everything we can to get your [ maintenance, noise, A/C, pest, etc. ] [ issue, concerns, etc. ] resolved. Thanks again for your review, and we look forward to hearing from you soon."
Avvo is one of the leading review platforms for lawyers and law firms.
Below, you'll find some examples of negative and positive reviews from Avvo, along with a few review response templates based on the platform's tips for replying.
Type of reviews: Positive reviews
Review response template: “Thank you for taking the time to share your review, [ Client Name ]! Your kind words about your positive experience are truly appreciated by everyone here at [ Firm Name ]. If there's anything further that you need assistance with or have questions about, please don't hesitate to reach out in the future. Thanks again for leaving a positive review and rating!”
Type of reviews: Negative reviews
When it comes to negative reviews, Avvo recommends against "arguing the substance of what the reviewer wrote."
Instead, here's the template that Avvo suggests using for responding to negative feedback from clients: "We're sorry you had a bad experience with our firm. This matter does not sound familiar, and we strive for the utmost client satisfaction in every case. Please contact me directly to discuss your specific concerns."
You can modify the template above to respond to bad reviews not just on Avvo, but any review site. You can find more examples of legal review platforms in the next section of this guide.
From employment reviews on Glassdoor and product reviews on Amazon, to business reviews on Yelp and contractor reviews on Angi, there are countless websites and mobile apps that let users share reviews and ratings — and your business needs to be active on as many of them as possible.
Here are 56 of the most popular review sites for businesses to be listed on in 2024, including 39 industry-specific review platforms for restaurants, law firms, car dealerships, and more.
Creating a Google Business Profile account enables you to list your business on Google, add and edit business information like your hours of operation, and respond when customers leave reviews on Google Maps.
Google is the most popular and influential review platform, with more than 80% of consumers checking Google reviews in 2024 according to BrightLocal. So you need to ensure your business is listed with accurate, up-to-date information.
Learn more about responding to positive reviews on Google, or explore negative Google review response examples, plus our tips on responding to Google reviews.
You can create a page for your business on Facebook, which allows users who had a positive experience to recommend your company.
In fact, BrightLocal survey data shows that 45% of respondents used Facebook to look up local companies in 2024 — more than any other platform except Google (81%).
Learn more about managing Facebook reviews of your business.
Yelp ranks as one of the largest and most widely-used review platforms, making it a key review site for business owners to track. In a 2024 survey by BrightLocal, 44% of respondents said they used Yelp "to evaluate local businesses" during the past year, which was surpassed only by Google (81%) and — very narrowly — Facebook (45%).
Yelp allows users to leave reviews accompanied by ratings of 1 to 5 stars. Users can also share photos and ask questions about the business, which the owner can respond to.
For more on this topic, check out our guide to Yelp review management.
The Better Business Bureau (BBB) is a website where consumers can leave bad or good reviews and ratings of their experiences with local businesses.
Users can also use the platform to file customer complaints against businesses with the BBB, a process separate from leaving a negative review.
For more details, explore our guide to managing BBB reviews.
Apple Maps is a mobile app built into iOS devices, including the iPhone, iPad, and Apple Watch. Its layout and function is similar to Google Maps. However, there's a major difference between them in how they handle reviews.
Google Maps uses a rating system of 1 star to 5 stars, and displays reviews from Google users. Apple Maps, on the other hand, aggregates and displays reviews from third-party sites like Yelp and Tripadvisor. Apple Maps also allows users to give a "thumbs up" or "thumbs down" rating to local businesses on the app, which results in a rating expressed as a percentage (such as 95%).
Learn more about how Apple Maps works, then add your business by creating a free account with Apple Business Connect.
Some review platforms are open to all kinds of businesses (such as Google Maps), while others are specific to certain products or industries (such as Zocdoc). Depending on what type of business you own, you need to be monitoring relevant industry platforms, plus all the major review sites like Google Maps and Apple Maps.
Below, you'll find 39 of the top review sites for different industries, including:
Here are some important review platforms for doctors, dentists, surgeons, therapists, pediatricians, and other healthcare providers:
The following platforms feature reviews of attorneys, law firms, and other legal services:
If you're a realtor, landlord, leasing agent, or Airbnb host, keep an eye on these review sites:
If you're a contractor or business owner in the home service industry, like a plumber, electrician, carpenter, painter, landscaper, gardener, or HVAC technician, these are the six review platforms you need to be monitoring in 2024:
Is your business a restaurant, bar, cafe, bakery, pastry shop, deli, catering service, food truck, ice cream shop, brewery, or fast food franchise?
If the answer is yes, you need to be monitoring these eight restaurant review sites:
If your business is a new or used car dealership, truck dealership, auto repair shop, car detailing service, rental car business, or other type of automotive business, here are six industry platforms to watch in 2024:
Various platforms allow current or former employees to anonymously rate and review their employment experiences working for your company. Here are seven of the top employment review sites:
You might also be interested in our tips on managing employee reviews.
Remember — no matter what platforms you're listed on, shoppers value excellent customer service above almost anything else. Make sure you provide it by responding swiftly to online reviews.
By consistently providing reviewers with fast, friendly, and helpful replies, not only can you improve brand loyalty and customer retention, but also improve your SEO and rank higher in local searches.
Responding to reviews is an effective way to strengthen customer relationships, increase customer satisfaction, and educate potential customers about your brand.
The challenge is finding a response strategy that successfully balances speed and cost-efficiency against the need to make your customers feel heard, valued, and catered to.
Templates and text generators can accelerate response creation, but they don't offer a solution for monitoring review platforms or publishing responses.
ResponseScribe is a turnkey, completely done-for-you review response service that automates every step of the review management process, making engaging with customers and protecting your reputation easier than ever.
ResponseScribe is cloud-based and mobile-friendly, with a seamless set-up process that takes just minutes to complete. Our platform integrates with 50+ review sites, including Google, Yelp, Facebook, Apple Maps, and the Better Business Bureau, with automatic notifications that ensure you never miss a review.
When new reviews come in, our team leaps into action, responding using your preferred content strategy: a fully human approach or the latest in generative AI. Human-written responses are ready in under 24 hours, and AI-generated responses are ready in minutes. Every response is personalized, on-brand, and aligned with your messaging, with optional notifications to approve responses prior to publishing.
Best of all? ResponseScribe is just $29 per month per location — and it's completely free to get started.
Reach new customers, gain valuable insights, and grow your local business with a done-for-you review management service. Get started with ResponseScribe today, and discover why more than 10,000 brands from Kia to Chick-fil-A trust our platform.
Done-for-you review response service for local businesses.
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