Google reviews give you valuable feedback from your customers. It's very important to respond to them to build trust and boost your visibility on the web! Want to save time? Find out how to respond to a Google review, whether positive, negative or false, as well as our sample responses!
[.is--yellow-highlight]Comment Hey Pongo permet de booster les avis Google d’un réseau de points de vente[.is--yellow-highlight]
Quick access :
How to respond to a [.is--yellow-highlight]positive review[.is--yellow-highlight]
How to respond to a [.is--yellow-highlight]negative review[.is--yellow-highlight]
How to respond to a [.is--yellow-highlight]false or inaccurate review[.is--yellow-highlight]
Read more :
See our [.is--yellow-highlight]40+ examples[.is--yellow-highlight] of responses to Google reviews
As far as possible, we advise you to reply to all your reviews. Or, if you don't have the time, answer as many as you can.
Why?
First of all, responding to Google reviews means building a relationship of trust with your satisfied customers - and those who read them. There are many of them:
Responding to reviews shows that the manager is attentive to what his customers want. It's a positive sign of quality and continuous improvement.
It's also good for your SEO, to appear first on Google Maps and in search pages. By responding to all your Google reviews, you'll improve your chances of appearing in the top positions. This is even truer for all physical businesses with a Google business listing (restaurants, boutiques, hair salons, beauty salons, sales outlets, agencies, etc.).
It's a recommendation from Google itself: the search engine recommends responding to all reviews, positive and negative.
Bien répondre à un avis négatif peut avoir un impact direct sur votre activité. En effet, d’après une étude sur les avis réalisée par Partoo en 2023, 49% des Français affirment qu’ils seraient prêts à retourner dans un établissement où ils ont laissé un avis négatif si la réponse du propriétaire est constructive ! Une opportunité à ne pas manquer.
En répondant à ces mauvais avis, vous pouvez distancer la concurrence : seules 24% des entreprises répondent systématiquement à leurs avis négatifs !
[.is--yellow-highlight]Responding to it shows that you know how to accept criticism and use it to improve yourself.[.is--yellow-highlight]
It's a chance to shatter the armor, to show that you're striving to do your best and that you're on a quest for improvement.
Finally, if a negative review is based on an error of judgment, your response can help correct the misunderstanding (and in the best of cases, prompt the customer to change his or her mind!).
Are you a business manager or employee? You can reply directly to your reviews in the Google interface. Your response will appear with the name of your establishment.
Go to www.google.com/business, then click on the "Manage" button.
(If you haven't yet claimed ownership of your establishment, find out how on this page)
To do so, click on one of the buttons below.
Below each review, click on the "Reply" button.
To speed things up, you can use a template to respond to positive or negative reviews.
Once you've entered your opinion, click on "Reply".
To respond to their opinions in the shortest possible time, implement a global strategy! Not everyone has the same availability. In an ideal world, you'd provide a personalized response to each review. But you don't have the time! That's why you can create ready-made responses using our templates below, which you can modify for each review.
Spend more time responding to negative reviews: most deserve a structured response.
On the other hand, you can replicate the same answer (modifying it slightly from time to time) to most of your positive reviews.
The key is to rationalize: by planning your Google reviews management, you'll be able to respond to as many reviews as possible in as little time as possible.
For example, set aside 4 or 5 templates to copy and paste in response to positive Google reviews. And plan in-depth responses to negative reviews.
Customers consider that unanimously positive reviews are probably manipulated! The best range for your average Google review score is between 4.3 and 4.7.
Read all reviews, and report fake reviews to have them removed !
If you want to boost your number of positive reviews or your average rating, retailers use the Review Booster by Hey Pongo. It's a gift wheel that allows you to collect a maximum number of reviews from your customers in a short space of time. With the Review [Booster] :
Want more Google reviews? Discover the [Booster] by creating your Hey Pongo account, or schedule a demo with a customer review expert!
Hello, [first name].
Thank you so much for sharing your opinion!
We're delighted to hear you enjoyed the experience, and that you particularly liked the [element of the experience].
We work for it every day, and it's a pleasure to know that you've enjoyed it!
We look forward to seeing you again,
Have a great day, and thanks for the review!
[your name]
Hello, [first name].
Thank you so much for your kind words!
The whole team is delighted, we are very happy that you enjoyed[item mentioned positively].We look forward to seeing you again soon!
Hello[Customer name],
Thank you for taking the time to leave us a positive comment!
We're delighted to hear you enjoyed your visit with us.
Your satisfaction is our absolute priority, and we look forward to welcoming you back."
Hi[Name],
Very happy to receiveyour positive feedback!
Thank you for sharing your experience.
We're delighted to have met your expectations.
See you next time, I hope!
Wow, thanks for this great opinion!
We're hoping that customers will notice our[mentioned item].
We're glad you enjoyed it!
See you soon!
Here are a few things you can do to respond to a negative review:
Hello,
Thank you for taking the time to leave a review.
We take good note of your comment and your remarks.
I'm sorry the [negative item] may have affected your experience.
I'm aware that [element] is not acceptable.
We were confronted with a [explanation] problem today.
We have implemented [explanation] to prevent this from happening again.
I invite you to visit us again for a better experience.
Wishing you an excellent day,
[Your name]
Sorry to hear about what happened.
We strive for attention to detail and regret that[item mentioned] escaped us this time.
We've taken due note of your opinion and we'll make sure it doesn't happen again.
Please do not hesitate to contact us at[email address] or[telephone number] so that we can offer you a solution.
Thank you for bringing this problem to our attention.
That day, there was a staffing problem and we weren't able to listen to all our customers as we like to do.
We'd love to give you a better experience next time.
Come and visit us, and we'll try to put things right.
Kind regards,
[name of manager]
We apologize for not having met your expectations with your online order.
We would like to know more about your experience so that we can offer you a better experience next time.
Please do not hesitate to contact us at[email address] or[telephone number] so that we can offer you a satisfactory solution.
Hello, [first name].
Thank you for your comment which caught our attention.
I was able to speak with your account manager to understand what had happened.
Indeed, there was a problem with[item mentioned] that disrupted your experience with our product.
The problem has been solved, and you can now use the full functionality of[name of our product].
With [name account manager] We would like to compensate you for the inconvenience caused, if you wish you can contact me on[email] to receive a special offer.
Wishing you an excellent day,
Cdt,
[Name of manager]
Hello,
Thank you for sharing this opinion.
Could you send me more information about the circumstances of your experience?
After consulting my team, it would appear that no such event has taken place in recent weeks.
I'd be delighted to talk to you to find out what really happened.
We look forward to hearing from you,
Thank you
[your name]
Hello[first name],
Reading your review, it seems to me that you've come to the wrong establishment!
In fact, we don't offer [item mentioned], and we're not based in[city/neighborhood], but in[city/neighborhood].
Could you please remove your review from our page?
Thank you in advance,
[your name]
Hello,
Reading the details of your experience, it would appear that you have never visited our establishment, but are seeking to harm it.
We have contacted Google review moderation to have this inaccurate review removed, in order to preserve this space for our customers who wish to share real experiences.
