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01 December 2025
Team Up
Review
You still do not know how to respond to a Google review ?
Between the lack of time, the fear of wording things incorrectly, or the anxiety of receiving a negative review or an unhappy comment… we understand you.
The famous blank page is very real, especially when it is important to respond to a Google review !
Yet a good response can make all the difference. In 2025, responding to Google reviews is no longer a small detail : it influences up to 90 % of purchasing decisions.
87 % of consumers use Google reviews to evaluate a local business
76 % regularly read customer reviews before making a choice (BrightLocal, 2023), 2023).
👉 In short, responding to Google reviews, whether positive or negative, has become essential to improve your online reputation and optimize your Google Business Profile.
A well-crafted response to a review is therefore essential ! Optimizing your visibility in Google search results in 2025 starts with responding effectively to the reviews left online.
Ready to turn your reviews into visibility ? Let’s go !
88 % of customers say they are directly influenced by online reviews (IFOP), and most consumers rely on reviews to form an opinion.
Yet only 54 % consider a business that responds “from time to time” to their reviews, compared to 88 % who clearly prefer those that provide a proper response to all Google reviews.
👉 A well-written and human response sends a strong signal for your brand image : “We hear you, and your feedback matters.”
And it is not only good for customer relations :
In short, every review matters in the eyes of your future customers. So responding to Google reviews can make all the difference for your business performance !
Responding to a customer review without knowing why leads to a meaningless message. Ask yourself this question : what can I reinforce or correct here ? Customer relations, reputation, satisfaction ?
Every review and every response is public. Do not abandon your values. A bar does not respond the same way as a clinic. Align your responses with your brand’s style and values, even for a negative comment.
Inconsistent responses create confusion and misunderstanding. Put a clear guideline in place to manage customer feedback and, above all, to know how to respond to Google reviews.
Reviews are valuable : verbatim feedback, objections, concrete examples, customer pain points, etc.
Integrating Google review management into your strategy helps you understand what customers like or dislike, and it also helps you strengthen your next email campaigns and social media content.
A simple “thank you” is not enough. It is essential to respond with a well-crafted message adapted to each review.
Responding effectively to Google reviews is not just “responding for the sake of responding.” It is about reacting to your satisfied or dissatisfied customers’ comments to strengthen their trust.
Here are 4 simple habits to respond to customer reviews easily :
Ideally within 48 hours ! This shows that you are responsive, attentive, and engaged.
A long delay gives the impression that you do not monitor your customer feedback… and it may reduce the impact of your response.
Here is the best way to respond : use the customer’s first name and refer to a specific detail !
A generic response is poorly perceived.
Be specific, human, and direct to avoid sounding uninterested.
Remain courteous even if the review is very negative, or even defamatory.
Avoid impulsive responses. Every word you write will be read by future customers on your Google My Business listing !
Did a customer encounter a problem and leave a negative review ?
Explain what you plan to do, offer a follow-up conversation, a contact, or compensation if necessary. The most important thing is to show that you take action.
Create a giveaway with a QR code to scan in-store or online with Up Review. The customer scans, leaves a Google review, and wins a gift !
👉 [Discover how to increase your Google reviews with Up Review]
Responding to online reviews, whether positive, negative, neutral, or even fake, is an opportunity : to thank, to reassure, or to learn.
Discover how to respond to your customers’ reviews right here :
👉 Objective : strengthen loyalty and encourage recommendations.
A good response to a positive review or a glowing comment :
“Hello [First name], thank you so much for your review ! We are delighted that [specific appreciated element] pleased you. We look forward to seeing you again soon !”
👉 Objective : reassure other customers and fix the situation.
A good response to a negative review can reduce its impact on the business’s reputation :
“Hello [First name], we are sorry for this experience. Your feedback is valuable to us. Please feel free to email us at [email], we would love to offer you a solution.”
👉 Objective : highlight the positive points and address the weak points.
A “mixed” review deserves just as much attention. It shows the customer is open to dialogue. It is also an opportunity to use feedback to improve :
“Thank you [First name] for this balanced feedback. We have taken note of your comments and will share them with the team. See you soon !”
👉 Objective : correct without attacking and remain credible (avoid any bad buzz).
A response to a wrongly attributed review should remain factual :
“Hello [First name], we believe there may be a confusion : our business does not offer this service. Feel free to contact us or reach out to our digital agency Paloha if needed to clarify.”
Responding to Google reviews quickly becomes time-consuming !
To help you, we have created more than 40 response examples. This way, before responding, you can rely on concrete templates to manage Google reviews effectively and learn how to handle criticism the right way.
Classified by review type (positive, negative, neutral, or incorrect) and adapted to the industries we work with : restaurants, retail, franchises, hotels, agencies, etc.
“Hello [First name] , thank you for this comment left on our Google page ! We are delighted that you enjoyed our lunch menu. See you again very soon in our restaurant.”
“Hello [First name], we are sorry about the waiting time during your visit. We have informed our team. We hope to welcome you again under better conditions.”
“Thank you [First name] ! We are delighted that the comfort of your room and our breakfast pleased you. Come back soon for another stay.”
“Thank you [First name] ! We are delighted that the comfort of your room and our breakfast pleased you. Come back soon for another stay.”
“Hello [First name], we believe this review concerns another agency. Could you please double-check ? We remain available if needed.”
👉 [Download the PDF with all 40 examples for free !]
A satisfied customer is more likely to leave a review if asked at the right moment. And 65 % of consumers say they left a review simply because they were asked (BrightLocal 2023).
The most effective methods :
Google review calculator : how many 5-star Google reviews do you need to increase your rating ?
Good news : you can know exactly how many 5-star reviews you need to get there !
Having the best responses to positive reviews becomes simple and fast with Up Review ! The platform centralizes, automates, and personalizes all your reviews.
👉 Save time and start responding automatically with Up Review.
Do not leave your published reviews unanswered !
To respond to a customer review, log in to your Google Business account, go to the reviews section, and click “Respond.” Personalize your message by using the customer’s first name and referring to a specific detail.
Responding authentically and quickly (ideally within 48 hours) shows that you are attentive.
Every review deserves an appropriate response, whether positive or negative.
When facing a negative Google review, stay calm and professional. Responding effectively means acknowledging the issue, offering a sincere apology, and proposing a concrete solution.
For example : “Hello [First name], we are sorry that your experience did not meet your expectations. We take your feedback very seriously. Could you contact us at [email] so we can address this properly ?”
Responding to negative reviews can turn a difficult situation into an opportunity.
Why respond to Google reviews ? Because 88 % of consumers are influenced by online reviews and the responses you provide. Responding to every review shows professionalism and improves your brand image.
Google also values reviews and responses in its local SEO algorithm. It is important to respond to maintain a strong reputation and, through reviews, understand what your customers expect.
Responding to positive reviews is just as essential ! For a positive Google review, sincerely thank the customer and personalize your message.
For example : “Hello [First name], thank you for this review ! We are delighted that [specific element] pleased you. We look forward to seeing you again !”
A well-highlighted positive review encourages more customers to share their experience and strengthens loyalty.
If a review seems incorrect or fake, first respond in a factual and polite way : “Hello, we believe there is a misunderstanding as we do not offer this service.”
You can then report the fake review to Google through your Google Business account. Fake reviews can harm your reputation, but a professional response shows your integrity to future customers.
There is no technical time limit, but it is recommended to respond within 48 hours. The quicker you respond, the more you show your reactivity.
53 % of consumers expect a response within 7 days. Customers take time to leave a review : respect that time by responding promptly.
Yes ! Responding to every review is a best practice. Responding to all comments, whether positive, neutral, or negative, shows that you value your customers’ opinions.
Even a simple positive comment deserves a response. Responding to all your reviews helps improve your local SEO and your brand image. Every review matters for your Google Business Profile.
Responding on Google Maps is done through your Google Business profile. Open the Google My Business app, select “Reviews,” then click “Respond” under each review.
The process is the same as for reviews on your business profile. Since Google Maps is highly consulted, responding there is crucial for your local visibility and for reassuring customers.
Yes, if you resolved the issue, you may politely ask the customer to reconsider their review. After providing a satisfactory solution, contact them : “We hope we were able to address your concerns. If you are satisfied with our intervention, would you agree to update your review ?”
Never insist aggressively. If a review improves, it should be thanks to your service, not pressure.
If you cannot respond, make sure you are logged into the correct Google Business account with admin rights. Sometimes a technical bug or update can block access.
Try logging out and back in, or use a different browser. If the problem continues, check Google Help or contact support. Responding to reviews is essential — do not let a technical issue stop you.
Nathanaël Butet, for the Up Review team ❤️
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