How-to

Review response examples and templates

7 min read

Ready-to-adapt example replies for every kind of review, from glowing to scathing, with a note on personalising them so they never sound copy-pasted.

How to use these examples

Treat these as starting points, not scripts. Swap in the reviewer's name, add one specific detail from what they wrote, and vary the wording. Identical replies pasted under every review read as robotic, and posting the same text repeatedly can even look like spam. For the method behind the examples, see how to respond to negative reviews.

Positive review responses

Five stars, detailed
Thank you, Maria. I am so glad Jordan looked after you and that the sourdough was worth the trip. I will pass your kind words to the team. See you next time.

Five stars, repeat customer
It means a lot that you keep coming back, Tom. Thank you for taking the time to leave a review. We will keep the coffee strong and the welcome warm.

Negative review responses

Stay calm, own the specific issue, and take the detail offline.

Service complaint
I am sorry the visit fell short, Chris. A 30-minute wait is not the standard we aim for, and we have adjusted staffing at peak times. Please email hello@example.com so I can make it right.

Product or quality issue
Thank you for the honest feedback, Sam. The dish should not have arrived cold and I am sorry it did. We have changed how we time orders at the pass. I would like to put this right - please reach out at hello@example.com.

Star-only reviews with no text

Five stars, no comment
Thank you for the five stars. We really appreciate you taking the time.

Low rating, no comment
Thank you for the feedback. We would love to understand what let you down so we can improve. If you have a moment, email us at hello@example.com.

Make every reply your own

Use the reviewer's name when they gave one.
Reference a specific detail so it is clearly not a template.
Keep your tone consistent with how you speak in person.
Keep it short. Warmth beats length.

If writing personalised replies at volume is the bottleneck, RapportIQ drafts each one in your voice for you to approve.