Future customers read your review replies too. In BrightLocal's 2026 survey, 80% of consumers were likely to use a business that responds to all its reviews, and 50% were put off by generic or templated replies. A good one shows you're listening and that problems get fixed. These twelve cover every kind of review, with notes on what to keep and what to avoid.
What's inside
One row per kind of review with a reply to adapt and a note on why it works. The first 6 of 12 rows:
| rating | situation | response | why_it_works |
|---|---|---|---|
| 5 stars | Short praise | Thank you, [name]! We're so glad you enjoyed [thing]. See you next time. | Short reviews get short, warm replies. |
| 5 stars | Mentions a team member | Thank you, [name]! [Team member] will be thrilled to read this. We've passed it on. | Names the person, which customers love. |
| 5 stars | Detailed story | [Name], thank you for taking the time to write this. [Specific detail they mentioned] is exactly why we do this. We can't wait to see you again. | Repeats a detail to prove you read it. |
| 5 stars | First visit | Welcome, [name], and thank you for giving us a try! Next time, ask for [recommendation]. | Gives a reason to come back. |
| 4 stars | Positive with a small note | Thanks, [name]! Good catch on [issue]. We've [action you took]. Hope to make it five stars next time. | Shows the feedback changed something. |
| 3 stars | Mixed experience | Thanks for the honest review, [name]. Glad you liked [positive], and sorry [negative] let you down. We've [fix]. We'd love another chance. | Acknowledges both sides without arguing. |
How to use it
0 of 0 done
- Download the sheet and adapt each reply to your voice and your real fixes
- Reply to every review, good and bad, within a day or two
- Keep your contact details and refund policy in AeroReply's brand kit so AI reply drafts include them
- Read the reply as a future customer would before you post it
Tips
- Never argue or share customer details in public.
- Don't paste the same reply everywhere. Change at least one detail each time.
- A thoughtful reply to a one-star review shows future customers how you handle problems.
Where to go next
- Customer reply scripts for the private follow-up.
- Answer every message with AI drafts to draft replies from your brand kit.
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