How to respond to negative reviews?

It's important not to ignore negative reviews. Even if you can't win back the customer who left the negative feedback, you can influence the opinions of potential customers who read your response.

Show that you care about every customer's opinion. According to statistics, 78% of users feel that a company values their opinion if it responds to reviews, which increases potential customer loyalty.

Recommended structure for responding to a negative review:

  1. Greeting.
  2. Thank the customer for their feedback (if appropriate).
  3. Express empathy (if the issue was on the customer's side) or apologize (if the company is at fault).
  4. Offer a solution to the problem and invite the customer to return if they wish.
  5. Ask the customer to update their review if the issue has been resolved.
Related questions
  1. How and why should I leave reviews about companies, and who can leave them?
  2. A negative review was written about my company. How can I delete it?
  3. How can I write a review so that it gets published and passes moderation?
  4. Are there any rules for publishing reviews on your platform?
  5. I wrote a review but want to edit it. How can I do that?
  6. How does your company use reviews?
  7. Why is it important to respond to reviews?
  8. How to respond to positive reviews?
  9. I wrote a review, but it wasn't published. Why did this happen?
  10. If I purchase a premium plan, will you remove a negative customer review?
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