How to Respond to Positive and Negative Reviews on Your Website?

How to Respond to Positive and Negative Reviews on Your Website?

According to a report, nearly nine out of ten buyers read customer reviews before making a purchase. Given this figure, it’s safe to say that online reviews can make a huge impact on finding your brand’s new customers. It also plays a vital role in encouraging other buyers to leave their feedback as well and eventually engage with your brand. Responding to these online reviews, however, is another critical factor in creating a strong online presence.

Truth be told: how people perceive your brand is out of your control. How they react whether it’s positive or negative feedback is not something you cannot predict. The only thing you can control is the way you will react. But how exactly does a business owner respond to online reviews? Do positive reviews need to be responded to? How about negative ones? 

Dealing with Positive Reviews

Dealing with Positive Reviews

Responding to positive reviews isn’t just about keeping your customers extra happy. Addressing feedback from your customers can also increase your visibility in search engines. Google ranks business websites by looking specifically at the nature and volume of online reviews. 

  • Do businesses need to respond to positive reviews?

Apart from providing customers with quality products and outstanding services? Is there anything else businesses can offer? Actually, there is. Responding to positive reviews can benefit your business far better than you think. While doing so may seem like a simple gesture of appreciation, responding to such types of reviews can actually help strengthen your relationship with each of your loyal customers and your brand identity.

Here  are some of the many reasons why you should always respond to positive reviews:

  1. Potential buyers are looking. According to a study, 87% of consumers read online reviews for local businesses in 2020, from 81% of the previous year. As such, it is more likely that your potential buyers may read these reviews. Responding to the reviews will allow to speak to your potential customers as well. 
  2. Actively participating in positive conversations online can help generate more attention to your brand, increasing your brand’s visibility. 
  • How do you respond to positive reviews?

1. Make your reply as personal as possible.

Personalisation is an essential aspect of providing unique customer experience. When responding to a positive review, make sure to give your audience a more targeted, more specific reply. Make them feel more appreciated by addressing them by their names and by thanking them for a more specific reason.  

2. Include relevant business details such as business name and location in your response.

By including your business details such as your business name and location to your reply, your website can get higher rankings on the search engine. 

3. Add a subtle marketing

Your reply can be seen by anyone. So don’t waste the opportunity and add some subtle marketing. Make your reply a bit more exciting by including something your audience will look forward to such as a new feature or a promotion. 

Dealing with Negative Reviews

Dealing with Negative Reviews

Negative reviews, specifically those that go unnoticed can affect your business in many ways. However, most of them may not be pleasing as anyone would like. Fortunately, dealing with negative reviews isn’t as hard as it seems. What’s more, you can turn things around and use them to open new business opportunities. 

  • Do businesses need to respond to negative reviews?

Unfortunately, bad reviews won’t simply go away. Thus, you have to address it as soon as possible. Ignoring negative feedback from your customers can just make things worse for your brand.

Here  are some of the many reasons why you should always respond to positive reviews:

  1. Keep in mind that you’re no longer just addressing the problem of a single customer. Since the negative review can be seen by anyone, responding to it would be the best chance for you to make things right. 
  2. Responding to negative feedback will show your audience that you’re not just there for them in the good, but in the bad times as well. What’s more, this will help your readers realise that you’re not neglectful of their concerns and that you have taken the actions necessary to address their problems. 
  • How do you respond to negative reviews?

1. Show sympathy

Begin your response with a simple apology. Make your customers feel that you acknowledge their concerns and that you symphatise for the bad experience. 

2. Discuss the problem offline

Provide your customers with contact info so that you can discuss their concerns offline. 

3. Keep your response short yet sweet

Avoid asking too many questions or giving too many details in your response. This will prevent you from saying something that can make the customers more upset, making them leave more negative reviews. 

The Power of Online Reviews

The Power of Online Reviews

Indeed, replying to both positive and negative reviews on your website is essential to your brand’s reputation. Take your brand reputation to the next level by contacting a reliable digital marketing agency. 

For enquiries, you may email us at or call us directly at (65) 8687 8143.

Chris Anne

Why Hire a Web Design Company? 1

Smmile is a Digital Marketing Agency in Singapore with over 10 years of experience in the industry.