Responding to reviews can be a hassle. Sometimes it’s hard to think of what to say, but responding to reviews is important. It’s the cherry on top of your online reputation. Responding to reviews shows your customers and potential customers that you care. Customers appreciate a thoughtful response to their reviews. According to the Local Consumer Review Survey 2022, “89% of consumers are ‘highly’ or ‘fairly’ likely to use a business that responds to all of its online reviews.”

You should respond to every review that you receive, positive and negative. Customers who leave negative reviews deserve a response where you address their concerns and provide a resolution of some kind. Happy customers deserve a response too. They took the time to write a review and share their positive experience with the world. Thank them so they know you appreciate their time, effort, and business.

Google recommends that businesses respond to all of their reviews on Google. Here’s what Google says about responding to reviews:

Respond to reviews that users leave about your business. When you reply to reviews, it shows that you value your customers and their feedback.

Google Business Profile Help

How to Respond to 5-Star Reviews

Example Response

Review response

Response from the owner: Thank you for choosing to visit Caraline’s Coffee, Natalie! We’re so happy to hear that you enjoyed your latte and found our environment cozy. We hope to see you again soon!

Why It Works

1. Reviewer’s Name

Caraline’s Coffee starts out by addressing the reviewer by their first name. This is polite and helps immediately personalize the review response. Start by addressing the reviewer by name.

Note: Make sure you’re allowed to say the reviewer’s name. Some businesses have different review response rules they must follow to protect customer privacy and confidentiality. For example, medical businesses.

2. Specific Details

The response mentions specific details that the reviewer enjoyed about their experience. For example, the reviewer mentioned how they enjoyed their latte, and Caraline’s Coffee takes a moment to acknowledge that. By adding specific details to your response, you can reinforce the positive things that your customers shared. This will help potential customers have an easier time understanding what people like about your business.

3. Call to Action

The response ends with a call to action. It could be more specific, but “see you again soon!” works just fine. By adding this to the end of the response, Caraline’s Coffee is inviting Natalie to come back and enjoy more of their coffee. Your call to action can be anything that continues the relationship with your customer. Ask them to come back, tell them about your loyalty program, or even invite them to follow you on one of your social media profiles so you can stay in touch.

Make Your Customers Happy and Attract More Customers

Responding to reviews can be a hassle when you don’t know what to say. The example response we discussed in this post has shown you how to write a good response to a 5-star review. Address the reviewer by name, mention specific details from their review, and end with a call to action. Do that for every positive review you receive and you will grow a strong online reputation that attracts more customers.