Your reply is read by the reviewer and by everyone who checks your reviews later. In BrightLocal's 2026 survey, 80% of consumers were likely to use a business that responds to all its reviews, and 42% were unlikely to use one that never replies.
Answer within a day
Speed shows you care. Set up review alerts so new reviews land in the same inbox as your messages.
Use the four-part reply
- Thank them by name.
- Acknowledge the specific problem.
- Say what you are doing about it.
- Offer a private way to continue.
Try it in AeroReplyAnswer every DM, comment and review from one inboxAI drafts replies in your voice, so customers never wait and leads never go cold.Start freeSee the inbox
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Thanks for telling us, Sam. You're right that the wait on Saturday was too long. We've added a second person on weekend mornings. I'd love to make it up to you; message us and ask for Daniel.
What not to do
- Don't argue facts in public.
- Don't copy and paste the same reply everywhere. In the same BrightLocal survey, 50% were put off by generic or templated replies.
- Don't offer compensation publicly, which invites more of the same.
