Many websites allow users to post reviews with no text, and the customer can give the website a one to a five-star review.
Sometimes, it can be hard to figure out what the customer wants to say with the review, so here are three ways you can respond appropriately:
Positive no text review response
When responding to a positive review with no text but a four or five-star rating, address the customer directly.
Keep your response brief, expressing gratitude for the review and happiness that they had a good experience.
You can write something along the lines of:
Thank you (customer name) for your time and review! We hope to see you back again soon!
or
Hello (customer name)! We are happy to hear you enjoyed your experience at (business name)! We hope to see you soon!
Negative no text review response
When responding to a negative review with no text but a zero, one, or two-star rating, start by apologizing for any inconvenience.
Address them by name, thank them for their feedback, and offer a way to resolve the issue or discuss it in more detail.
You can write:
Hello (customer name), we would like to apologize for any inconvenience you have experienced. Please, feel free to contact us at (phone number) so that we can make things better.
3-star no text review response
When responding to a neutral, three-star review with no text, it’s important to engage the customer further.
Invite them to reply or contact you directly, so you can learn what aspects of their experience they enjoyed and what could be improved.
For example, you can respond with:
Thank you (customer name) for your review! However, we at (business name) strive to provide five-star-worthy experiences! Therefore, we would kindly ask you to please get in touch with us at (phone number) so that we can figure out where we went wrong.
Review Websites for Businesses
Review websites are independent platforms where users can post reviews about businesses.
These sites are trusted by customers due to their perceived lack of bias.
Many people discover businesses through these platforms, making them essential for any company.
Consequently, businesses often monitor their reviews and presence on these sites closely.
This process, known as online reputation management, involves assessing, tracking, and influencing a company’s online reputation and credibility.
Yelp is one of the most popular review websites, with over 287 million accumulated customer reviews as of Q1 2024.
Other well-known review platforms include:
How to Respond to Google Reviews
Google is the largest review site on the Internet, with about 59% of people using it to read business reviews.
Given its extensive reach and the number of customers it attracts, responding appropriately to reviews on Google is crucial for businesses.
There are four steps you need to complete to start responding to Google reviews left for your business:
First, register or sign in to your Google Business Profile
Second, go to the three bars on the left-hand side and select the location relevant to your business
Third, go to and click the "Managed reviews" icon and search for the review you want to respond to
And finally, click the "View and reply" icon to write your response
How to Respond to Negative Reviews?
When responding to a negative review, it's crucial to remain friendly and non-confrontational.
Follow these steps to respond to a negative review:
Make sure you respond quickly
Acknowledge the customer's complaints
Apologize and provide understanding for the complaints
Take accountability
Explain why the negative experience happened if you can
Offer to discuss with the customer offline
For a detailed guide on how to respond to negative reviews, check out our full article here.
How Review Volume Affects Consumer Trust