16 Review Response Templates
There’s no way to sugarcoat it. Whether you love them or live in fear of them, online reviews matter.
Reviews influence your reputation, impact purchasing decisions, and even affect your local search rankings. Google considers factors like the volume and frequency of reviews, as well as whether businesses actively respond to them. So, it’s not enough to collect reviews alone; you also need a documented process in place for responding to them.
Why Responding to Reviews Matters
Our Local Consumer Review Survey shows just how crucial timely responses are:
- 89% of consumers expect business owners to respond to all types of reviews.
- 74% of consumers check at least two review sites before making decisions.
- 38% of consumers expect a response within two or three days of the review being left.
- 42% of consumers trust online business reviews as much as recommendations from family or friends.
A fast and thoughtful response can turn a neutral or negative review into a positive experience, reinforcing trust and customer loyalty.
Because timely review responses are so important, it can be helpful to have a few pre-prepared templates on hand.
The following examples will help you ensure that you always provide a professional, polished, and appropriate reply—no matter the sentiment of the feedback or how pressed for time you may be.
Types of Review Responses You Need
Reviewers come in all forms—from brand evangelists to frustrated customers. So you can realistically expect a range of review styles—covering everything from a star rating with no text’ and ‘short and sweet feedback,’ to ‘lengthy storytelling’ and ‘venting complaints.’
Having a set of response templates prepared for different scenarios can save time while ensuring professionalism.
To address this range, you can either build your own custom templates or skip straight to some examples and adapt them for your business. Either way, you’ll need a selection of both positive review response templates and negative review response templates.
Crafting Effective Review Response Templates
A good review response starts with a few key building blocks:
- Acknowledge the reviewer – Whether the feedback is positive or negative, start by thanking the reviewer for taking the time to share their experience.
- Reference their experience – If the review includes specific details, mention them in your response. For example, if they praise a team member, acknowledge that person by name. If they highlight great customer service, reinforce that in your reply.
- Encourage further discussion (if needed) – If the reviewer had a less-than-ideal experience, invite them to reach out via email, direct message, or phone. This demonstrates your willingness to understand and resolve issues.
- Extend an invitation to return – Conclude on a positive note, encouraging the customer to visit again.
How to Create Review Response Templates
Many reputation manager tools allow you to build and save review response templates for quick and efficient replies, helping you to streamline your review response process while maintaining a personal touch.
Here’s how to create and use templates in BrightLocal’s Reputation Manager:
1. Go to Reputation Manager in the main menu, and click on ‘Review Inbox.’ Once the tab is open, click on ‘Templates’ and then ‘Create Template’.
2. Add your copy to the main text box. If you want to personalize your template with the person’s first name or your business name, simply click the appropriate tags in the box above. Don’t forget to give your template a name as well.
3. If you only want your template to be applied to reviews from a specific business, click the ‘Link to Client’ box and select the business from the list that appears. If the business does not appear in the list, you need to add the business as a client in BrightLocal. Here’s how.
4. Lastly, you can use the ‘Link to Rating’ option to choose which reviews you want your template sent to. You can choose to apply it to all reviews or only to reviews with a specific star rating.
5. When you’re happy, click ‘Create Template.’
Effortless Review Management with Auto-replies
Managing and responding to a large volume of reviews can be time-consuming and resource-intensive.
That’s why we’ve introduced the Auto-replies feature, which is designed to help users streamline their review response process while maintaining control over messaging.
With Auto-replies, you can create a set of customizable templates to respond to different types of reviews. These replies can be tailored based on:
- The timing of the response
- The star rating of the review
- Specific clients or locations
- The content of the review
This feature makes it easy to stay on top of reviews and provide thoughtful, timely responses—without the need for constant manual effort.
16 Customizable Review Response Templates
These positive/negative review response templates are ready to be copied, pasted, and edited for use straight away.
Negative Review Response Templates
1. The ‘unfair’ 1-star review
Dealing with negative reviews can be tricky—especially when the review is erroneous or misrepresented—as you’re naturally starting from a place of irritation. So take a deep breath, open up this first negative review response template, and draft a cool, calm, and collected message.
Response Template:
Hello [Reviewer Name],
Thank you for sharing your feedback. We’re sorry to hear that your experience didn’t meet expectations. If you’re open to it, we’d love the opportunity to learn more and make things right. Please reach out to [contact info].
2. The ‘Did Not Use’ 1-Star Review
When a potential customer explains why they ‘didn’t use you,’ you have an opportunity to reply and reassure other potential customers that you want to address their concerns.
Response Template:
Hello [Reviewer Name],
I’m sorry to hear about your disappointing experience with us. We always intend to provide great customer service and useful, transparent advice. Please accept our sincerest apologies that we didn’t live up to your expectations on this occasion.
I’m thankful that you reached out to share your experience. Your valuable feedback helps us improve our processes and better serve our clients. Please reach out to us at [insert contact info] to discuss how we can make this right.
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3. The ‘great but’ review
This review can be super frustrating to read. The reviewer admits that you offered a great experience, but they have docked a star anyway because the service or product was great but not exceptional. This kind of review is very useful to have on your profile because it offers several reasons why readers should engage with you. Having a concise and appreciative positive response review template will serve you well here.
Response Template:
Hello [Reviewer Name],
We’re so happy to hear that you enjoyed [insert experience] and look forward to welcoming you again soon!
4. The ‘Fake’ Review
Dealing with fake or misleading reviews can be challenging, but it’s important to stay composed and professional when responding. Ensure that your reply is factual and courteous, steering clear of any defensive language. If the review violates Google’s policies, you can flag it for removal. By responding calmly and taking the necessary actions, you can help maintain your business’s credibility and trust.
Response Template:
Hello [Reviewer Name],
We take all feedback seriously and strive to ensure our [clients/customers] have the best experience possible. However, we’re unable to locate your record in our system under the name [Customer’s Name/Details]. Please reach out to us at [contact information] so we can better understand your concerns and address them properly. We look forward to resolving this matter with you.
Positive Review Response Templates
5. The ‘Short and Sweet’ 5-Star Review
This is the kind of review that we all dream of… one that’s nice and easy to respond to!
Response Template:
Hello [Reviewer Name],
Many thanks for taking the time to share your feedback with us. We’re very happy to hear that we met your expectations and were able to [insert detail] quickly!
6. The ‘Brand Evangelist’ Review
Your brand evangelists love all of their interactions with your business, and they’re happy to share their enthusiasm with the world. These are the kind of reviews that put a smile on your face… so take the time to be nice back!
Response Template:
Hello [Reviewer Name],
We’re delighted to hear about your recent experience with us, and we’re so pleased that you recommend our [insert product/service]. Thank you for taking the time to share your experience, and we look forward to welcoming you back soon!
7. The ‘overall happy’ review
This customer offers a four- or five-star review, with an overall positive feel but with one or two little niggles. This is actually a wonderful review to have because it shows that you’re still prepared to fix any minor issues.
Response Template:
Hello [Reviewer Name],
First of all, thank you so much for sharing your feedback with us. We really value your input and flagging areas where we can improve further. I’m so happy to hear that [insert staff name] was able to help you [insert outcome] and put things right. It sounds like you [insert end result]. I’m pleased we were able to help!
8. The ‘professional reviewer’ review
This will typically be a balanced review, referencing both pros and cons. Because it comes from an influencer or from someone whose opinion is valued by peers, it requires a well-crafted, positive response that refers to the specific points raised.
Response Template:
Hello [Reviewer Name],
It was great to hear that you enjoyed [insert visit/experience detail]. We really appreciate your detailed review and the fact that you [insert a plus from the review].
Thank you also for your feedback, which highlights where we can do better. We appreciate hearing about your experience and your thoughts about [insert reference]. Your comments are really helpful in highlighting opportunities to improve our service even further, and your recommendations are being addressed internally.
We hope to welcome you back again soon!
Hospitality Industry Review Templates
9. The ‘Amazing Stay’ Review
Hello [Reviewer Name],
We’re delighted to hear that you had a fantastic stay at [Hotel Name]! Your kind words mean the world to our team, especially [Staff Member Name, if applicable]. We can’t wait to welcome you back for another great experience!
10. The ‘Disappointing Stay’ Review
Hello [Reviewer Name],
We’re sorry to hear that your stay at [Hotel Name] didn’t meet expectations. Providing a great experience is our top priority, and we’d love to understand what went wrong. Please reach out to [contact info] so we can discuss your concerns and find a way to improve your experience.
Healthcare Industry Review Templates
11. The ‘Great Care’ Review
Hello [Reviewer Name],
Thank you for sharing your experience at [Clinic/Hospital Name]. We’re so pleased to hear that [Doctor/Nurse/Staff Name] provided you with excellent care. Your feedback means a lot to our team, and we’re always here if you need anything in the future.
12. The ‘Concerns About Care’ Review
Hello [Reviewer Name],
We’re sorry to hear that your experience at [Clinic/Hospital Name] wasn’t as positive as we’d hoped. Patient care is our top priority, and we take concerns like yours seriously. Please contact [Patient Relations Team/Manager] at [contact info] so we can better understand your concerns and work toward a resolution.
Restaurant Industry Review Templates
13. The ‘Exceptional Dining Experience’ Review
Hello [Reviewer Name],
Thank you for dining at [Restaurant Name]! We’re thrilled to hear that you enjoyed [specific dish, if mentioned] and that [Server Name, if applicable] made your visit special. We look forward to serving you again soon!
14. The ‘Poor Dining Experience’ Review
Hello [Reviewer Name],
We’re sorry to hear that your recent visit to [Restaurant Name] didn’t meet expectations. We strive to provide great food and service, and we’d love the opportunity to make things right. Please reach out to [contact info] to share more details, and we’ll do our best to address your concerns.
Home Services Industry Review Templates
15. The ‘Reliable and Professional Service’ Review
Hello [Reviewer Name],
Thank you for choosing [Business Name] for your [specific service, e.g., plumbing, landscaping]! We’re so glad we could assist you, and we appreciate your kind words about [Technician/Team Member Name]. If you ever need anything in the future, don’t hesitate to reach out.
16. The ‘Unresolved Service Issue’ Review
Hello [Reviewer Name],
We’re sorry to hear that your experience with [Business Name] didn’t meet your expectations. Customer satisfaction is incredibly important to us, and we’d like to learn more about what went wrong. Please reach out to [contact info] so we can work on a solution that meets your needs.
Tips For Making Your Templates Feel Real
While having a few go-to review response templates is a great starting point, the real magic happens when you make those templates your own. Customizing your responses ensures they feel personal, genuine, and aligned with your brand’s values. Let’s walk through how to adjust your review templates for authenticity without losing that all-important efficiency.
1. Personalize Each Response
Even if you’re using a template, always take a moment to personalize your reply. Mentioning specifics from the review shows the customer you’ve paid attention to their feedback. It’s the little details that go a long way in building genuine connections. For example, if a reviewer mentions a particular team member or service, reference it in your reply. This not only acknowledges their experience but also makes the response feel more authentic and less like a canned message.
Example:
“Thanks for mentioning Sarah, we’re thrilled to hear she made your visit special! We’ll be sure to pass on the kind words.”
2. Be True to Your Brand’s Voice
Your response should reflect your brand’s personality, whether that’s professional, friendly, or even humorous. If your business is known for its professional approach, maintain that tone. On the other hand, if you’ve cultivated a more relaxed or playful brand persona, feel free to infuse that into your responses. By staying consistent with your brand’s tone, you keep your communications aligned with the expectations of your audience.
Example of a casual tone:
“Hey Kate, thanks a ton for the kind review! We’re so happy to hear you had a great time, and we can’t wait to see you back!”
Example of a professional tone:
“Thank you for your thoughtful feedback, Kate. We’re grateful to have had the opportunity to serve you and look forward to welcoming you again.”
3. Acknowledge Specifics and Context
Sometimes, a review provides useful information that deserves acknowledgment. If a customer highlights a challenge, mention how you’re addressing it, or if they compliment a particular aspect of your service, acknowledge that. This shows that you’re actively engaging with their experience and continuously improving your business.
Example for addressing a concern:
“We appreciate you taking the time to share your feedback about your experience. Rest assured, we’re reviewing the issue you mentioned to ensure we prevent this moving forward.”
4. Keep the Tone Positive, Even in Negative Responses
When responding to negative reviews, always aim to keep a positive, solution-focused tone. While it’s essential to address the concern, it’s equally important to express your desire to improve and ensure the reviewer knows you’re committed to making things right. Acknowledge the negative experience, but highlight the steps you’re taking to fix the issue.
Example:
“We’re truly sorry to hear your experience wasn’t up to par. Your feedback is invaluable, and we’re already working on the points you raised to make sure this doesn’t happen again.”
5. Use the Reviewer’s Name When Possible
Using the reviewer’s name adds a personal touch and helps to make your response feel more genuine. It shows that you recognize them as an individual, not just another comment on your page.
Example:
“Thank you, Alex, for sharing your experience with us! We’re thrilled you enjoyed your visit and hope to see you again soon.”
By taking the extra step to personalize your templates, you can show customers you care about their experience, making each response feel authentic and unique no matter how busy you get!
Conclusion
Having a predefined library of positive and negative review response templates can be an incredibly helpful asset. It speeds up your ability to craft personalized, professional responses that emphasize your gratitude for the feedback—whatever it might be.
With BrightLocal’s Reputation Manager, you can create and customize responses that fit your brand’s voice while staying efficient. Ready to take control of your reviews? Start a 14-day free trial today!
