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How To Respond to Positive Reviews (Free Positive Review Response Templates)

17 MIN READ

Contents

In this article, you’ll learn how to respond to positive reviews (examples included) in a way that generates more repeat business and more referrals. We’ll also cover why these examples are effective in your response to a great review.

Any feedback deserves to be acknowledged, responded to, and implemented in your business.

Positive reviews are often responded to with a basic one-liner by most businesses. This is often an overlooked area in most businesses that actually respond to their reviews. 

Responding with a thoughtful, genuine, and well-written response can lead to your customers buying more often and spending more at your business. It shows that you actually care – regardless of whether their experience was good or not, and that you personally are invested in their experience whenever they engage with your business.

If someone had an amazing experience with your business and leaves you a great review due to a successful email review request or SMS review request, you need to respond to them.

If you respond correctly, these types of reviews can easily become assets for your business. They can be used as fuel or evergreen assets you can implement in your funnels, your website, your copy, your emails; the options are endless. The first step in responding to these reviews is by monitoring your reviews. 

The next step (which is often the biggest challenge for marketing teams and business owners) is thinking of replies, but we’ve got you covered with 8 ways on how to respond to positive reviews – examples included.

Lucky for you, we already did the heavy lifting and compiled a list of templates you can use to model your responses – as well as Google review response examples. You will also learn about the components of a good review, the components of a good response, and how to encourage customer loyalty.

When you respond to positive reviews the right way, you will:

  • Increase the frequency of purchases per customer
  • Increase the average transaction value per customer
  • Increase the lifetime value of a customer
  • Build a bulletproof reputation
  • Become the obvious choice in your market – every single time

Most importantly – you build stronger and long-lasting relationships with your customers, your clients, and even your vendors.

If you’re in this game for the long run, remember that relationships will always outweigh revenue.

Before we get started – who is this for?

This guide is for businesses and organizations that provide a service or a product directly to consumers. This is for you if you are in any of the following industries:

  • Fitness
  • Hospitality
  • Education
  • Legal
  • Real Estate & Mortgage
  • Luxury Industry
  • Healthcare
  • Automotive
  • Home Services
  • Retail
  • Restaurants
  • Financial Services
  • Insurance
  • Personal Services
  • Single-location business
  • Multi-location business
  • Enterprise brand
  • Corporate brand

Depending on your industry, you may refer to people that purchase your products or services as:

  • Customers
  • Clients
  • Transactions
  • Patients
  • Students
  • Files
  • Cases
  • Tables
  • Members
  • and so on..

For the sake of simplicity and consistency, we will refer to them as customers throughout this guide.

What’s the best way to respond to positive reviews?

When it comes to responding to positive reviews, there are many ways to continue the conversation. The savviest of responses include a few key points (which we cover), but they also encourage customer and client loyalty. Keep reading to learn how to respond to positive feedback the right way.

First, you need to know the components of a positive review

Good reviews almost always consist of a combination of these 4 components:

  1. Experience Feedback: Reviewers will often share a brief or detailed summary of their experience with your business. Their experience is majorly influenced by factors invisible to the eye (ex: mental health, past experiences, bias, and met/unmet expectations).
  2. Response & Resolution Time: If there was anything that wasn’t 100% satisfactory, they will often include your company’s response to the issue. (ex: “[company] was missing X, but they were quick to fix it..”)
  3. Helpfulness: Sometimes reviewers will also share how helpful your team was during their experience. From customer service to simplicity in the buying process, your customers (deep down) actually appreciate this more than you think. A positive customer service experience combined with a simplified buying process will almost always lead to repeat customers.
  4. Advice & Improvement (this is the goldmine): Some of your reviewers will even put in the extra effort to give you advice on how to improve. Pay attention to this part – this is a key element to improving the quality of your products or services and ultimately the customer experience within your organization. When you take customer advice and implement it within your business consistently, you strengthen customer and client loyalty (exponentially). One good review can easily bring you 10 new customers.

Next, you need to know how to write a response to positive review

This will help you better understand how to respond in a genuine and thoughtful manner that compounds your existing prestige – and success.

  • Be Genuine & Personalize (Relevance)
  • Reciprocate by Thanking Them
  • Reinforce the Positive (specific points in their review)
  • Keep it concise
  • End with a call-to-action (with examples)

You want to be careful with this component as you don’t want to come off as too “salesy”. The best replies include some mention of another product, service, or feature that’s truly worth trying. These responses have to be specific for your business, but these can be broken down into 3 categories. The goal here is to encourage them to visit again and even bring their friends & family on their next visit.

  • Mentioning event-based products/services: “We’re glad you loved the [PRODUCT/SERVICE]! If you come by on [DAY/TIME OF YEAR/UPCOMING EVENT], you’ll absolutely love the [OTHER PRODUCT/SERVICE] – it’s perfect for groups! Hope to see you again soon!
  • Mentioning bundles, complementary, or supplementary pairings:
    “We’re so glad you loved the [PRODUCT/SERVICE]! Thanks for taking the time to write this out, [NAME]. I’ll be sure to pass this along to the whole team – I’m sure they’ll be delighted to read this! If you loved [PRODUCT/SERVICE THEY MENTIONED], you’re going to love [OTHER PRODUCT/SERVICE] – it’s a big hit with all our [PRODUCT/SERVICE THEY MENTIONED] fans! Hope to see you again soon!
  • Mentioning alternative products/services:
    “We’re so glad you loved [PRODUCT/SERVICE]! Thanks for taking the time to write this out, [NAME]. It means a lot and I’ll be sure to pass this on to the whole team! Have you tried our [NEW PRODUCT/SERVICE] yet? It’s a new hit here at [COMPANY] and perfect for [dates, groups, or whatever fits here]. If you loved [PRODUCT/SERVICE THEY MENTIONED], I know you’ll absolutely love [ALTERNATIVE PRODUCT/SERVICE] – it’s definitely worth trying! See you again soon!
  • Share It

Great – someone’s left you a review and you’ve responded.

Now what?

It doesn’t end there. You need to use this and leverage it as a marketing asset for your business. Seriously. Start sharing every single review on ALL your business social channels and throughout your website. 

With an online reputation management platform like Maven HQ, you can easily add review widgets to your website, and it displays all your best customer reviews automatically. 

You can even collect hundreds of positive reviews in seconds, prevent negative reviews, and monitor your online reputation all from one place!

Positive Review Response Template #1

How to Respond to Critical 5-Star Reviews (the “almost happy” customer)

This customer is mostly unhappy, with a sprinkle of unhappiness. They’ve left a fairly positive (four or five star) review on their experience, but there are some points these customers feel necessary to share.

A good review can sometimes include some constructive criticism. It might have elements that are discouraging or disappointing to you as the business owner. Avoid the mistake of glossing over or ignoring these details in their response. 

 

Here’s how to respond:


[DATE]

Dear [REVIEWER NAME],

Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news and I’m glad you took the time to share this. I’m so sorry that your [visit/experience] with us fell short of expectations. I also want to thank you for giving us a chance to make things right.

We’re using your feedback to make some important changes:

[specific yet concise list of changes]

I’m pleased we were able to make things better and I hope we see you again soon!

[MANAGER NAME] – [CONTACT NUMBER]

 

Why this works so well:


This is a great response for the “almost happy” customer because it not only thanks them, but it creates a safe space (which is usually impossible online) for them to be candid and transparent. It also shows that you value transparency. You’re also communicating that you’re taking action to improve using their feedback and that you’re constantly striving to further improve their experience. Ending it with a call-to-action is always great as it gives you a second chance and it also gives them the opportunity to update their review once they’ve visited you again.

Positive Review Response Template #2

How to Respond to Blank 5-Star Reviews

Some customers just don’t have the time in their day to recall their whole experience and process it into words. As simple as that sounds, it can take some mental energy – and some people would rather just conserve their energy for something else. You should still respond to these reviews which is why it’s helpful to have a template ready. 


Here’s how to respond:


Dear [REVIEWER NAME],

Thanks so much for the 5-stars! Hope to see you again soon!

 

Why this works so well:

It’s short and simple. In this case we can’t use the framework for responding to a good review because there’s nothing to go off of. In these cases, just thank them and communicate that you’re looking forward to their next visit.

Positive Review Response Template #3

How to Respond to Product Reviews or Service-Specific Reviews

If you have a flagship product (or service), you’ll often get product reviews (or service reviews) that are specific to it. 

When responding to this type of positive review, you want to reaffirm their experience and further improve customer experience by suggesting complementary or supplementary products/services.

Here’s how to respond to product-specific reviews:


Dear [REVIEWER NAME],

Thanks so much for the great review! The [PRODUCT NAME] is one of my personal favorites as well! Next time, you should try our new [UPSELL PRODUCT NAME] – it’s great when paired with [PRODUCT NAME THEY MENTIONED]! 

Hope to see you again!

 
Here’s how to respond to service-specific reviews:


Dear [REVIEWER NAME],

Thanks so much for the glowing review! The [SERVICE] is one of the most impactful services we offer, and I’m glad you had the same experience as most of our clients. I recommend exploring our [UPSELL SERVICE NAME] as it’s only compounded [RESULT] our clients get!

Hope to work with you again!

Why this works so well:

Here’s where we use a little strategy to not only improve their experience, but delight them. You’re acknowledging and reaffirming their decision to choose that product/service. This is a simple yet powerful response to a great review.

To add to that, you’re also announcing publicly what a wonderful pairing that additional product/service is with their choice. 

When done right and consistently, you can increase your average order value at your business by publicly recommending bundles/pairings that go really well together. This is a surefire way to increase your average customer LTV (lifetime value).

After all, who doesn’t love dessert or a glass of wine with their meal?

Positive Review Response Template #4

How to Respond to Staff Member-Specific Reviews

Once in a while, a customer will include the name of an employee in their review. When this happens, it’s important to let them know that you will share their feedback with that employee. 


Here’s how to respond:


Hi [NAME]!

Thanks for the glowing feedback, and mentioning [STAFF NAME]. You’re right – [STAFF NAME] is always going above and beyond. I’ll be sure to share your praises with them and the rest of the team! It’s the kind folks like you that make our job great. 

Hope to see you again soon!

[YOUR NAME]

 

Why this works so well:

In this example, you’re not only thanking them but you’re acknowledging your staff publicly – and adding to the reviewer’s praise. 

Although often overlooked, it’s ALWAYS a best-practice to praise your staff publicly if you want leadership points within your company. This is a surefire way to boost morale and strengthen your company culture. 

Positive Review Response Template #5

How to Respond to Location-Specific Reviews for Big Brands

If you’re working at a brand that has several locations in specific cities, it’s important to avoid the “top-down” approach most brands resort to when responding. 

Due to the number of locations and reviews coming in daily, it can be tough to keep track of everything and always thinking of a response to positive review. 

Hopefully this helps… Acknowledge the location the review is referring to – especially if you’re an enterprise or franchise brand.

Here’s how to respond:


Hi [NAME]!

Thank you for taking the time to write this! It means a lot. [YOUR NAME] here from [BRAND NAME] head office – I’ll make sure I pass your experience on to [CITY & LOCATION NAME]! I hope you visit again in the near future and let us know about your future experiences!

[YOUR NAME]

 

Why this works so well:

It’s short, simple, and concise. You’re thanking them, and transparent about who you are. Most importantly, you’re letting them know that something actually happens with their feedback so they feel “heard”, and that their feedback isn’t falling on the typical “corporate deaf-ears”. 

In these cases, we’re also ending it with a call-to-action and reminding them that the feedback loop is constantly open and that future feedback matters.

Positive Review Response Template #6

How to Respond to Raving Fans

There’s nothing that makes your day like a glowing review from a raving fan. Responding to them shows how much they mean to you. 

These are the same customers that are sources of referrals, the very ones that promote you around the dinner table and on their social media channels without you even knowing! 

Show your fans and potential customers how much you care by thanking them for their kind words and returning the favour!

 

Here’s how to respond:


Hi [NAME]!

We are absolutely thrilled to have you as part of the [COMPANY] family! Thank you so much for sharing your [POSITIVE FEEDBACK] and good vibes – you’ve always taken the time to [MENTION SOMETHING THEY’RE GREAT AT]. Your words here mean the world to us and our entire team! I’m looking forward to your next visit.

Hurry back!

[YOUR NAME]

 

Why this works so well:

They have taken the time to share their glowing feedback – and now you’re returning the favour by making them shine! In these instances, it’s important to match their level of enthusiasm and show them how grateful you are for them sharing this publicly. 

You’re also ending it with a call-to-action on a casual tone. The casual tone works well with your fans because it’s directly parallel to their relationship with you or your staff. It not only makes them feel welcomed and loved, but it shows other potential customers and readers of this review how much your customers mean to you. 

Positive Review Response Template #7

The “Lazy” Response

We call this the “lazy” response because it’s fairly generic. We don’t recommend using this all the time or too often because as people read through your reviews, it’ll be obvious you’re using a standard response. 

We want to avoid that. One of the last things you want is to look like you’re using templated responses. Your responses need to come across as authentic, genuine, thoughtful, and that you actually took the time to hear them and respond. 

So the key here is to reinforce what they liked best about their experience. Respond in a way that comes off as genuine. 

 

Here’s how to respond:


Dear [NAME], thanks for leaving us such a wonderful review! We are thrilled that you loved your experience and more specifically [PRODUCT / SERVICE]; our staff will be delighted to read what you wrote. We take customer experience quite seriously and as a top priority, and your review here reaffirms the hard work we put in daily. Thank you again for your glowing feedback and we can’t wait to see you again!

 

Why this works so well:

If someone pays you a compliment in person, the natural response is to thank them. The same goes for good reviews. Moreover, responding to great reviews is a key strategy to improve your marketing efforts and become the talk of the town. It also inspires customer loyalty and calls more attention to your products/services and what potential customers can expect at your business. 

Positive Review Response Template #8

How to Respond to 4-star Reviews with Mixed Feedback

Some people are just difficult to please – plain and simple.

You will get the odd customer that will leave you a 4-star rating. It’s still good news for you but a portion of their review might be centered around issues you had no idea about and weren’t given the opportunity to fix.

You’ve most likely experienced this at one point or another in your business. You go the extra mile and do everything right for them – by the book. They seem to have had a positive experience but still won’t give you a full 5-stars.

 

Here’s how to respond:


Dear [NAME],

It was a pleasure serving you! I really appreciate you taking the time to share your feedback and being so open with us. I’m glad you felt [REINFORCE THE POSITIVES THEY MENTIONED].

I also want to thank you for sharing this so we can actually improve. I’d love for you to give us a chance to make things right. Customer experience is our top priority – and I’d love your direct feedback on how we could do better next time. I hope you’ll come and see us again soon!

[YOUR NAME – PHONE NUMBER]

 

Why this works so well:

This works exceptionally well for several reasons. Firstly, you’re acknowledging their feedback and reinforcing both their openness and their positive experience. 

Most businesses will either ignore such a review, try to bury it, or worse – argue with them on an online review site. You’re also transparently communicating that you’re human and you may have missed the mark on something. You’re ending it perfectly with a call-to-action as well as a direct open line to talk with them so you can make things right. 

Such a response often leads to a direct conversation and ultimately the reviewer editing their review later to a 5-star rating – as long as you handled everything right!

Conclusion

The best responses consist of 5 distinct components:

  1. Gratitude

  2. Mirroring

  3. Feedback & Reinforcement

  4. Specificity

  5. Call-to-action & Mentioning Other Products/Services

Use these proven responses to engage your customers and strengthen their loyalty – every single time.

These 5 components give you the edge you need to write impactful responses without coming across as snobby, ungrateful, or ignorant. Use this framework to strengthen relationships with your repeat customers as well as new & potential customers buying from you for the first time.

Your customers deserve the absolute best.

It’s the right way to let your customer know they’ve been heard, and that you actually care about their feedback. A powerful response to positive review always includes positivity and thoughtfulness. Your positive online reviews and responses can become an asset you can implement throughout the rest of your business’s online marketing efforts.

It’s simple: listen to your customers and respond to positive reviews appropriately.

With this proven framework on how to respond to positive reviews, you now have exactly what you need to create a thoughtful and heartfelt response – and rise to the top of your market while doing it.

What you should do now

Whenever you’re ready… here are 3 ways we can help you grow your business:

  1. Claim your Free Demo Session. If you’d like to try Maven HQ to generate more demand, increase customer loyalty, or improve your online reputation, claim your FREE Demo Session. One of our growth experts will understand your current situation, and then suggest practical digital marketing strategies to take your company to new heights fast. 

  2. If you’d like to learn the exact demand, loyalty, and reputation strategies we use for free, go to our blog or visit our resources section, where you can download playbooks, templates, and tutorials we use for our most successful clients.

  3. If you know another CMO, entrepreneur, or business owner who’d enjoy reading this page, share it with them via email, LinkedIn, Twitter, or Facebook using the buttons below.

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