Not sure how to deal with positive reviews you get from customers?

Well, we have a few ideas for you!

This article includes insights on:

  • Exactly why you should respond to positive reviews
  • How to respond to reviews
  • How to draft the perfect response to each review

How to Respond to Positive Reviews?

It’s easy for us to take the good things in life for granted. We tend to spend most of our energy focusing on problems that need fixing.

Organizations can spend so much time firefighting their negative feedback and negative reviews they start to neglect their positive reviews, or at the very least, take them for granted.

They may not realize until too late that failure to engage with happy customers and positive reviews can lead to not getting any anymore.

Before they know it, negative feedback starts to take prominence and it’s all your customers will start to take notice of.

Don’t let this happen! Take time to reply to those who left positive reviews, and appreciate their effort.

Simple Steps to Answering to Comments

  • Respond within a business day (max two!)
  • Vary the response template
  • Thank for the review
  • Sound natural
  • Let your personality shine!
  • Personalize, personalize, personalize

Positive comments and awesome reviews require the brand to respond quickly. It makes such a difference when it comes to generating positive customer feedback.

While it’s definitely important to respond to negative reviews, we’ll tell you exactly why responding to your positive reviews is just as important as responding to the negative.

We’ll also go over some tips on how to draft that perfect response and give you some examples showing you how to respond to positive reviews.

Giving a review response is crucial to motivate more people to put up more online reviews.

Why Should I Respond to Positive Reviews?

Here are three excellent reasons why you should respond to positive reviews.

1. They Provide the Chance for Free Advertising and Testimonials

We’ve written previously about how essential testimonials are to your business. Given that the average customer will now read around 10 reviews before purchasing a product or service, good reviews are becoming the lifeblood of many industries and organizations.

For every positive review you respond to or share on social media, you increase the exposure and reach of that feedback.

For example, a customer may share their good review of you on Twitter to around 100 of their own followers. Your response to that review could extend that reach to your own followers across multiple platforms as well as on your own website, expanding that reach to potentially thousands.

Make sure you always ask permission from the customer before sharing though regardless if they sent an amazing review, a great review, or negative ones. This shows basic respect and consideration.

Most of the time they’ll be more than happy for you to share their good review or be used as a testimonial, but always check!

Pro tip: when you use Trustmary to collect reviews from customers, you don’t have to wonder if you have permission to use them in marketing. The review form explicitly requests that from the customer.

2. It Makes the Customer Feel Appreciated

A customer has taken time out of their day to say something nice about you. It’s therefore only common courtesy to respond to them. At the very least you should thank them for their time.

People like being noticed and appreciated and there’s a good chance you could end up promoting further engagement with that customer following a response.

Remember, if they’ve left a positive review they already like you and your product. Engaging further with them will only strengthen the relationship and could prompt them to share more reviews of you in the future.

This is also useful for customer retention purposes and attracting future customers. We all know trying to win over a new customer is much more difficult than retaining a current one. With just a little effort and a short response to positive feedback, you greatly increase your customer retention chances and make people feel wanted and valued.

This in turn means that by not engaging and ignoring your positive reviews, you could have the opposite effect, making the customer feel neglected and more likely to turn to one of your competitors who does care about them.

3. It Can Increase Your Visibility in Search Engines

By responding to reviews you’re telling search engines that you’re an organization that likes to engage with its customers, and those that engage tend to provide better customer service overall.

Try to make your business available to review on as many platforms as possible and definitely allow reviews via Google. The search engine giant will always prioritize reviews submitted via its own platform, and the more reviews that have responses the better.

Don’t just limit yourself to Google though, get on Yelp, TrustPilot, Tripadvisor, and as many social media platforms as possible.

The more engagement you have, the greater the chances you’ll rank up in the results. You can help the results even further by signing off with your company name, location, and any keywords related to your business or product that the customer might have mentioned in their review.

You should also consider adding reviews to your website. When you do it with Trustmary, you can include a review structured data setting that enables Google to show star reviews in your search result snippet, resulting in a better click-through rate!

Responding to Positive Reviews – Examples

1. Always Personalize the Response

Much as dealing with a negative review, your first step in responding to a positive review should be to personalize it. Don’t just copy and paste a generic response to every bit of feedback, customers reading your reviews will spot this easily and you’ll just come off as lazy

Always make the experience about the customer. Address the customer by name (where possible) and write to them as a fellow human being.

Some Positive Review Response Example:

“Mark, the whole Tennessee team was thrilled to hear your feedback”
“Well hey there Kris. The whole team was thrilled to hear your kind words on the service you got on the 7th of April.”

2. Always Thank the Customer

You should always open with a quick message of thanks to show your appreciation for the review. And don’t forget to sign off your message with a second note of thanks as well to really stress to the customer that their review really means a lot to you.

Response Examples to Try:

“It warms our hearts to hear such amazing feedback!”
“Thank you for taking the time to share your experience with us! We’re over the moon to hear that you’re happy.”
“Wow! We’re glad that we were able to cheer your day. Trust us, you’ve made our day immensely better by sharing your experience ❤️”

3. Respond to Specific Points in Their Review

If a customer has referenced a specific product feel free to refer back to it in your response. Mention how popular it is with other customers or how proud you are of that particular service.

This is also a great chance to slot in some of your keywords specific to that type of product.

Try not to upsell though or talk about other products and services. This can sometimes come across as disingenuous. Just keep things authentic and related to that specific review.

“We’re so happy to hear that you liked the Vantage-9000 shoes you received!”

4. Don’t Overstuff Your Response With Keywords

We mentioned above that responding to positive feedback is a great way to increase your search engine rankings. It might feel tempting to add your business name and relevant keywords to your positive review response.

However, be careful not to overstuff your response with too many keywords or mention the name of your business too many times as it’ll come off as unnatural.

“Thank you for the great review on our new mocha frappé! For a chocolate-lover, we can warmly recommend trying the whitechoc frappé as well!”

5. Try and Offer Something of Value in Your Response

Remember, you’re not just responding to that individual customer when you reply to feedback, but to every other customer and potential future customers that are reading the review. If you offer something of value along with your thanks, they may be more likely to take note and try out your product or service.

For example, you may want to offer them a trial of a free product as a thanks or a money off coupon on their next purchase. Your offer doesn’t have to be something tangible though, it could even be general advice, perhaps explaining how to get more out of the product or highlighting a customer loyalty programme they may not have been aware of.

If you do offer something always make sure to be consistent though. If a customer finds out they were offered something different to another customer, you risk the chance of upsetting them so keep all of your offers the same.

“Glad to hear that you’re liking the new fingerbrush! You can find a video on how to clean it on our TikTok channel. It’s the first pinned video 💖”

6. Target the Number of Reviews You Respond to

While you might want to respond to 100% of your positive feedback, you might want to try being a little more selective. How selective of course all depends on your organization’s specific circumstances, for example, if you’re a brand new company you’ll want to be engaging with as many customers as possible.

However, if you’re a larger brand and are receiving hundreds or even thousands of reviews every month, it may be better responding only to a certain percentage of those reviews. This is because if you respond to every single one, you may start to clog up your social media feeds and you could end up putting off your other customers who will start to see you only as a shameless self promoter.

You’ll ultimately have to find a balance that works for you, but a good general rule you can follow is to respond to longer reviews where customers have taken the time to go in depth into why they were happy with their service. In turn, you may choose not to respond to shorter reviews such as “Great product!” or those that leave only a star rating but no text or detail.

how-to-respond-to-positive-reviews

Review Response Examples You Can Copy and Get Ideas From

1. Get One for Free – Example

Hi [Name],

Thanks so much for your feedback! We’re really glad you enjoyed our [product/service], we’ve found it’s a definite customer favorite!

Did you know that for every 5 purchases of that [product/service] all of our customers are entitled to one free of charge? We’ll drop you a message to let you know how to claim!

Thanks again for the review and for being such a great customer.

[Name]

[Company name]

2. 10% Discount Next Time – Example

Hi [Name]

We can’t thank you enough for the kind words about [product/service]. Your review means a lot to us and lets us know we’re on the right track!

To show our appreciation we’d like to offer you a 10% discount next time you visit our store in [customer’s town]. We have your contact information and will your coupon straight over!

Looking forward to seeing you again soon and thanks again!

[Name]

[Company Name]

3. Additional Help Provided – Example

Hi [Name],

Wow, we were blown away by your positive words, we really appreciate the time you took to write such a detailed review!

We noticed you mentioned you’d like to get even more out of your [product/service]? We’ve put together some handy guides over on YouTube that you might be interested in, you can find them at this link here [link] or feel free to contact our customer service department if you have any questions at all at [phone number/email address]!

Thanks again!

[Name]

[Company Name]

4. Personal Thank You, Small and Family Owned Businesses – Example

Dear [Name],

We’d just like to thank you for taking the time to write this review of [product/service]. We’re a small, family run local business here at [business name] and every bit of feedback like this does so much to help us out!

Thanks for your kind words about [name of staff member], she remembers your visit and is looking forward to seeing you again soon!

We’re very grateful for customers like you and hope you stick with us for years to come!

Thanks again!

[Name]

[Name of Company]

5. Personal Thank You, Medium Size Businesses and Corporations – Example

Dear [Name],

We’d like to thank you again for taking the time to write this review of [product/service]. All feedback is highly appreciated, as it enables us here at [company] to further develop our products and services.

In addition, your review will help our future customers to make more informed purchase decisions which will reduce the amount of customer returns. This will have a positive impact on the environment. We can make good together!

We’re very grateful for customers like you and hope you stick with us for years to come! In case you have other feedback to us, please don’t hesitate to contact us at any time.

Thank you again!

[Name]

[Name of Company]

Final Thoughts About Responding to Positive Reviews

I hope you have learned a great deal about why and how to respond to positive reviews, and enjoyed the response templates.

Remember though, just like responding to negative reviews, you have to keep your responses personal to that individual customer. These templates are a great start but you’ll need to tweak them on a case-by-case basis when giving a positive review response.

Your customers are human beings too! So as long as you treat them with respect, thank them for their review, and see what you might be able to offer them then you’ll do great.

Boost Conversions with Reviews

Did you know that you can boost your conversion rate with positive reviews?

Are you currently struggling with:

  1. Getting reviews in the first place?
  2. Embedding reviews to your website that are now scattered across many different platforms?
    • You have reviews on Google, Capterra, G2, Yelp,… but can’t manage them all at once
    • No way to embed them all to your website

Get the Most Out of Your Reviews

Trustmary can solve these problems! It’ll enable you to:

  1. Import all reviews from review sites, such as Facebook and Google reviews
  2. Embed reviews directly to your website
  3. Add reviews to popups
  4. Gather new reviews and testimonials

Try Trustmary with your free 14-day trial now!

Results from Adding Reviews to Website with Trustmary:

FAQ

Should I respond to online reviews?

Yes! You should always respond to reviews, whether they are positive or negative. It shows the reviewers as well as potential future customers that might be reading the reviews that you truly care about your customers and value their opinions.

How to respond to positive reviews?

Responding to a positive review is no rocket science. Be respectful, thank the customer, show your appreciation, personalize the message, and don’t try to sell anything or overstuff the response with keywords.

What is an example of a great review response?

One example of responding to a positive review: “We’d like to thank you for taking the time to write this review of [product/service]. All feedback is highly appreciated, as it enables us here at [company] to further develop our products and services.”

The key is to be respectful and show your appreciation!