Want to know how to write a good review reply? Are you struggling to keep on top of your reviews?

We can help!

Responding to customer reviews exceeds the customer’s expectations and those of potential customers – that’s why it is so important to respond to both positive and negative reviews. If you’re unsure how to respond or are struggling to find the time to work on your reviews, then our blog will help.

Recently, we explained how to respond to reviews in our blog ‘How to respond to positive and negative customer reviews’.

As we enter the final, and often busiest, quarter of the year it’s important to make sure you’re on top of your business’s online reputation. We know time is hard to spare in the run-up to Christmas, so we’ve created some example review replies below.

To best use your time, bookmark this page and cut and paste our review reply suggestions – remember to personalise them where you can.

Positive review reply examples

Thank you for your kind words
Thank you for taking the time to leave such a wonderful review! We’re thrilled to hear that you enjoyed your experience with us.
Personalised appreciation
Hi [Reviewer’s Name], your positive feedback means the world to us. We’re delighted that you found our [product/service] exceptional. Come back soon!
Highlighting specifics
We’re glad you appreciated our prompt service. Our team works hard to ensure a smooth experience for all our customers. Your satisfaction motivates us!
Inviting future visits
We can’t wait to have you back! Your positive review is a testament to our commitment to quality. We look forward to serving you again soon.
Share the joy
It’s reviews like yours that make our job so rewarding. Thanks for being a part of our [business] family.

Negative review reply examples

Acknowledge the issue
We’re sorry to hear about your experience. Your feedback is important to us, and we’d like to make things right. Please reach out to us at [contact information] so we can address your concerns.
Offer a solution
We apologise for the inconvenience you faced. We’d like to discuss this further and find a solution. Please contact our customer support team, and we’ll work to resolve the issue promptly.
Express regret
We deeply regret that your experience fell short of expectations. We’re committed to improving, and your feedback helps us do just that.
Promise improvement 
Your feedback is valuable in helping us improve. Rest assured, we are taking steps to prevent similar situations from happening in the future. Thank you for bringing this to our attention.
Turn a negative into a positive
We understand your disappointment, and we’re using your feedback as an opportunity to enhance our services. We hope you’ll give us another chance to exceed your expectations.

Whilst it can be difficult to respond to any negative reviews, it is important that you do. Try and see them as points to improve or work on, and aim to get the customer to reconsider their thoughts and use your business again. A business that replies to all reviews comes across as committed to customer service and improving the customer experience – things that are essential to maintain a positive online reputation.

We can help you to keep on top of your online reviews

Our Sonar solution helps you get on top of your reviews and stay on top of them – updating you as soon as a new review comes in. 

During the bustling Christmas season, maintaining a positive online reputation is essential. Our cost-effective online management product Sonar can streamline your review management process, saving you time and helping you respond effectively to reviews.

Sonar allows you to manage all aspects of your business’s online presence, from managing reviews and listings to posting on social media – all in one central dashboard, controlled by you. It saves you time and money, allowing you to get back to running your business safe in the knowledge that your online reputation is in good hands.

Sonar makes sure your business information is consistent on over 50+ search engines, directories, apps, digital assistants and more including Google, Bing and Facebook. It connects with well-known review sites, such as TrustPilot, Facebook, TripAdvisor and Yell – helping you manage your reviews in one place. You’ll receive an email letting you know you’ve received a new review, giving you the option to respond there and then, wherever you are. It also lets you share the review on social media, helping you showcase your positive feedback as soon as you receive it.

Stay in control of your online presence in 2024 – get Sonar for 12 months using our Christmas offer – 12 months for the price of 9.*

To find out more about using Sonar to manage your business’s online presence, or to hear about the offers we have available to promote your business this Christmas, please complete the short form below and we will be in touch.

• T&Cs apply (Must start by 31st December – can not be used in conjunction with other Sonar offers.)