Replying to a positive Google review: why, how, and 10 examples
Replying to a positive review takes a minute and pays off twice: the customer feels thanked, and future customers see a business that is present and reads what people write. A good reply is short, personal and picks up a detail from the review. The examples below are to adapt, never to copy as they are.
By the Abracarda team4 min read
Why reply to a positive review
Google recommends replying to reviews, positive and negative alike. A reply shows the review was read, and future customers, who browse reviews before choosing, see an attentive business rather than a neglected profile.
It's also a public thank you. The customer who took the time to write sees it, and anyone hesitating to leave their own review knows they won't be talking into the void.
A good reply in three steps
- Say thank you, by first name if the review gives it.
- Pick up a detail from the review: the dish mentioned, the team member named, the occasion celebrated. It proves you read it.
- End simply: hope to see you again, and your signature.
Two or three sentences are enough. A long reply to a two-line review sounds false.
Example replies to a 5-star review
Adapt them to each review. Replace the parts in brackets.
A 5-star review with no comment. « Thank you so much for the five stars, [first name]! Hope to see you again very soon. [First name], [business] »
A detailed review. « Hello [first name], thank you for such a thorough message. We're delighted you enjoyed [detail mentioned]: we'll pass it on to the whole team. See you soon! [First name] »
A loyal customer. « Hello [first name], what a pleasure to read you after all these visits! Thank you for your loyalty and for these kind words. We look forward to the next one. [First name] »
A first visit. « Hello [first name], thank you for choosing [business] for the first time, and for telling us about it. We hope it won't be the last! [First name] »
A review naming a team member. « Hello [first name], thank you for your review! [Colleague's first name] was delighted to read it, and we're happy to pass on your compliments. See you soon. [First name] »
Examples for a restaurant, a hotel, a salon, a tradesperson or a shop
Restaurant. « Hello [first name], thank you for this lovely review! We're glad you enjoyed [the dish]: the chef will be pleased to hear it. We look forward to welcoming you again. [First name], [restaurant] »
Hotel. « Hello [first name], thank you for staying with us and for this warm feedback. We're happy [the room, the breakfast] made your stay enjoyable. We look forward to welcoming you again. [First name], front desk »
Hair or beauty. « Thank you [first name]! We're glad you love [the cut, the treatment] as much as we do. See you at your next appointment! [First name], [salon] »
Tradesperson. « Hello [name], thank you for your trust and for this review. Glad [the work] lived up to your expectations. Don't hesitate to contact us for your next projects. [First name], [company] »
Shop. « Thank you [first name] for your visit and this kind message! We're glad [the product, the advice] was useful. See you soon in store. [First name], [shop] »
Mistakes that make a reply sound hollow
- The same reply under every review: it's spotted by the second review, and suggests nobody reads them.
- Strings of keywords (« the best pizzeria in [town] »): the reply turns into an advert, with no proven benefit to your ranking.
- A sales offer: a review is not advertising space.
- Information the review doesn't give: a treatment received, a purchase, an appointment date. The customer didn't make it public; don't do it for them.
- A reply months later: better late than never, but the thank you loses its value.
Getting more positive reviews to reply to
Positive reviews come when you ask for them, at the right moment, without filtering customers. Our guide to getting more Google reviews covers the methods that respect Google's rules, and the Google review card opens the review form in one tap.
For less friendly reviews, see our example replies to negative reviews.