How to Respond to Google Reviews - Incl. Example Texts

Why Should You Reply to Google Reviews?

Replying to Google reviews is crucial because it shows both customers and Google that you take feedback seriously, whether it’s positive or negative. Businesses that respond to reviews are, on average, perceived as 1.7 times more trustworthy than those that don’t. Additionally, an active Google Business Profile (GBP) signals to Google that your business engages with its customers, increasing the likelihood of being ranked higher in local searches. After all, Google aims to recommend businesses that provide excellent services! Responding to reviews can directly influence your rankings and, as a result, the number of customers who find you online.

A study revealed that 53% of consumers expect businesses to reply to their reviews, and 56% admit that a business’s response can change their perception of it. This doesn’t just impact your overall online reputation - it can also motivate new customers to leave reviews after their visit or once a job is completed. Makes sense, right? You’d probably be more likely to leave a review for a business that values your feedback, shows appreciation by responding, and takes your input seriously.

In summary, responding to reviews offers numerous benefits:

• Builds positive relationships with recent, returning, and future customers.
• Improves customer perception, even turning a negative review into a more positive one.
• Demonstrates accountability, showing prospective customers that you value feedback and take responsibility for mistakes.
• Provides an opportunity to resolve disputes, minimizing the risk of negative word-of-mouth offline.
• Encourages more reviews, as customers feel their feedback is acknowledged and appreciated.

How to Respond to Google Reviews - The Best Example Texts

Replying to customer reviews is quick and straightforward - it can be done in just a few seconds. However, it’s important to avoid copy-pasting the same reply and instead personalize your responses.

When replying to reviews, follow these tips:

• Address the customer by their first name to make the response feel personal.
• Thank them for their feedback to show appreciation.
• Apologize if they had a negative experience and invite them to reach out via email to provide more details (be sure to include your business email in the reply!).
• Personalize your response by referencing specific details mentioned in the review. Don’t just say “Thank you” or “Sorry” - demonstrate that you’ve genuinely read and understood their feedback by reinforcing key points.
• Use emojis if it aligns with your brand’s tone of voice. For businesses with a friendly, informal vibe (e.g., restaurants), emojis can add a cheerful touch!

Text Examples for Review Replies

Let’s have a look below at some best-practice review responses that you can copy and personalize for your customer reviews. We help clients daily with their Google Business Profile optimization, and reviews are a very big part of enhancing your online presence. Thus, learn from our experience and use our knowledge to your advantage.

General Review Responses (4-5 Stars)

Hi [Customer’s First Name], Thank you for taking the time to leave us a 4-star review! We’re delighted to hear that you enjoyed [specific aspect they mentioned]. Your feedback helps us strive for excellence, and we’re here to make your next visit a 5-star experience. Let us know if there’s anything we can assist you with!

Hi [Customer’s First Name], We’re so grateful for your 5-star review! It’s fantastic to know that [specific mention, e.g., "our pizza and cocktails were received well"]. Your support keeps us motivated to keep delivering great service. If there’s ever anything more we can do, don’t hesitate to let us know!

Very Specific Review Responses (4-5 Stars)

Hi [Customer’s First Name], Thank you so much for your wonderful feedback about [specific service]. We’re thrilled to hear that [specific benefit they mentioned] exceeded your expectations. Your satisfaction is our top priority, and we look forward to serving you again!

Hi [Customer’s First Name], We truly appreciate your detailed review! It’s great to hear that [specific feature or service] made a positive impact. If there’s anything else we can do to make your experience even better, please let us know. Your input means so much to us!

Response Examples for Neutral Feedback (3 stars)

Hi [Customer’s First Name], Thank you for your honest feedback. While we’re glad to hear that [specific aspect] met your expectations, we’re sorry it wasn’t a perfect experience. We’d love to know how we can improve - please feel free to share your thoughts with us via [business e-mail address].

Hi [Customer’s First Name], We appreciate you taking the time to leave a review. Your feedback is invaluable, and we’d like to make sure we’re meeting your expectations fully the next time. We understand that you enjoyed [specific aspect] but your experience was unfortunately not a 10 out of 10. If there’s anything specific we can do better, we’d love to hear your suggestions via [business e-mail address].

Responding to Negative Reviews (1-2 Stars)

Hi [Customer’s First Name], We’re very sorry to hear that your experience with [specific mention, e.g., "our amenities did not meet your expectations"] was not up to the standard we aim to provide. Please accept our apologies, and know that we take your concerns seriously. We’d like to make this right—could you email us at [business email address] so we can learn more and address this promptly?

Hi [Customer’s First Name], We deeply regret the challenges you faced with [specific issue mentioned]. This isn’t the experience we want for our customers, and we’re committed to finding a solution. Please contact us at [business email address] so we can assist you further and improve based on your feedback.

Learn more about how to handle and reply to negative reviews and turn negative feedback into real opportunities!

Review Response Examples for Reviews with No Text (Only Stars)

Sometimes, customers don’t take the time to write a review and only give you a star rating. These are reviews without text. While they are not as helpful for potential customers as reviews with text, they are still more valuable than no review at all. Make sure you also reply to these reviews and make them as personal as possible. While you cannot emphasize certain key points, you can still address the reviewer in a friendly manner and mention their first name.

Here are 5 examples, one for each star rating: 1-Star Review Response Hi [Customer’s Name], we’re sorry to hear that your experience didn’t meet expectations. We’d appreciate the chance to make things right - please reach out to us at [business email address] so we can address your concerns. Your feedback is important to us!

2-Star Review Response Thank you for your feedback, [Customer’s Name]. We’re sorry your experience wasn’t up to your expectations. If you have a moment, please let us know how we can improve by contacting us at [business email address]. We value your input and hope to do better next time!

3-Star Review Response Thank you for your review, [Customer’s Name]. We’re glad you gave us a try, but we’d love to learn how we can improve your experience. Please feel free to share your thoughts with us at [business email address]. Your feedback helps us grow!

4-Star Review Response Hi [Customer’s Name], thank you for your review! We’re happy you had a good experience. If there’s anything we can do to make it even better next time, please don’t hesitate to let us know. We appreciate your support!

5-Star Review Response Thank you so much for your amazing review, [Customer’s Name]! We’re thrilled to hear you had a great experience. Your support means the world to us, and we can’t wait to welcome you back again soon!

How Quick Do You Have to Reply To Google Reviews?

Responding in a timely manner is highly recommended - you should aim to reply within 24 hours (even better if you respond within the first hour). Taking days to reply to reviews can make your business appear less active online in the eyes of Google (and of course your customers!). Additionally, customers are unlikely to value a response that comes a month after they’ve posted their review - it’s almost as if you didn’t reply at all! Prompt responses not only boost customer satisfaction but can also encourage them becoming repeat customers.

We understand that during a busy workday, it can be challenging to keep up with new reviews and respond to them promptly in a personal and caring manner. Let’s be honest - there’s just no time for that!

No worries! With the Obenan Review Management Tool, you can automate your review responses effortlessly. Our AI ensures timely replies in your brand’s unique tone of voice, making it appear as if you personally crafted each response. Meanwhile, you can focus on what truly matters - delivering great service to your customers, guests, or clients.

When Not to Reply to a Google Review?

Normally, you should always reply to Google reviews, whether they are positive or negative. However, if a review violates Google’s review policy (e.g., a fake review or one unrelated to your business), you don’t need to reply. Instead, report the review immediately and request its removal, as it can harm your online reputation and your Google Business Profile (GBP) overall.

Learn how to request review removal from your GBP.

Wrapping Up - No More Unreplied Reviews - Ever!

After reading this article, it should now be clear why responding to customer reviews on Google is crucial and should be one of your top priorities. Ensure that you reply to every review - positive or negative - in a timely manner. Use our review response templates and personalize them based on the review content. Better yet, take advantage of the Obenan Review Management Tool to automate your replies while maintaining a personal touch that makes your customers feel valued. It’s no surprise that 94% of businesses using review management software report a return on investment! Become one of them!