Introduction to Responding to Positive Reviews:

This positive review response template will take you through the process of responding to positive reviews from customers. 

I'm sure we're all guilty of focusing more on fighting the fires of negative comments, feedback, and reviews rather than responding to the lovely customers that have given us glowing feedback.

I suppose it’s understandable. Negative reviews can make or break a business right?

Well... yes. But, responding to positive reviews is equally as important.

Positive reviews can be used as a platform to encourage customers, old and new, to choose you over the competition.

It’s a chance to showcase what a nice company you are. Show that you care. That you value your customers and that their feedback is appreciated.

Think of it this way, if someone gave you a compliment, you’d thank them, wouldn’t you?

I hope so. 

When giving a positive review response, if you can, add value to the customer's comment.

If they’ve specifically mentioned that they like a new product feature, offer to sign them up to the next beta release. Or, if they liked an event you hosted, give them a link to the newsletter, so they can come to the next one. 

It’s important to respond to all positive reviews in the right way. You need to ensure you are portraying the brand's tone of voice in all your responses, that the messaging is spot on and that all your responses are perfectly consistent. 

This Process Street template will enable you, or your team, to respond to positive reviews in the right way.

Process Street is super-powered checklists. It’s the easiest way to manage your recurring tasks, procedures, and workflows.

Create a check list template and run individual checklists for each member of your team. You can check tasks off as you work through them, set deadlines, add approvalsassign tasks, and track each team member's progress.

You can also connect to thousands of Apps through Zapier and automate your workflows even more.

Enter checklist details

Complete the following checklist details.

You can add other/ more sites to the drop-down above by following these instructions

Respond:

Establish how to respond to the customer

Answer the below question to establish how to respond to the review. 

Respond to the customer and add value

Identify how you can add value to the customer's review in the field below: 

Respond to the review by copy and pasting the following response script into {{form.Which_site_was_this_review_posted_on?}}

Make sure you customize the response and adapt it accordingly. 

Response script

{{form.Customer_name}}, thank you for submitting your review.

Your review means the world to us, and we wanted to expand on your comments by {{form.I_can_add_value_to_the_customers_review_by...}}. 

We appreciate your support and value your custom.

We look forward to receiving more reviews from you in the future. 

Thank you again.
{{form.Your_name}}

Create additional template responses by adding a text widget. Find out more here.  

Respond to the customer

Respond to the customer by copy and pasting the following response into {{form.Which_site_was_this_review_posted_on?}}.

Make sure you customize the response and adapt it accordingly. 

Example script

{{form.Customer_name}}, thank you for submitting your review. We appreciate your ongoing support and value your custom. 

We look forward to receiving more reviews from you in the future. 

Thank you again.
{{form.Your_name}}

Create additional template responses by adding a text widget. Find out more here.  

Share:

Share feedback with the company

Share this feedback with the company by sending the below email. 

Establish if the review should be shared on social media

Work through the below list to establish if this review should be posted on social media.

If each sub-task can be checked off, then this review can be sent to the social media manager so they can create a social post, similar to this one:

Assess the review against the below criteria before sending it to the social media manager.

  • 1
    Can the review help to build trust with customers?
  • 2
    Does the review have the potential to grow our reach?
  • 3
    Will the review increase engagement and sales?
  • 4
    Is the review likely to raise brand recognition?
  • 5
    Does the review give us an edge over our competition?

If the review meets the above criteria, send this email to the social media manager, so they can publish the review on social media. 

Sources:

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