Positive review examples: It’s all in the response

Aanchal Narad

12 min read Last Updated Nov 28, 2022

Positive review examples

Studies show that shoppers typically spend around 14 minutes reading reviews and review responses before making a purchase decision. When it comes to online reviews, a five-star rating isn’t enough to set your business apart from the competition. A star rating –no matter how high — will fall flat without a written customer review. As a result, responding to reviews can help your business make a 5-star review even more powerful and minimize the damage of a negative one.

In this guide, we’ll walk you through what makes a good review, why positive reviews are important, how to respond to positive reviews, and more. Plus, we have the following video guide for listening on the go.

What makes a good review? 

The answer to this question may seem obvious…a “good review” is when a customer leaves a 5-star rating of your business! In reality, a “good review” goes far beyond a star rating. Here are three specific elements to look for that make a customer review particularly valuable. 

1. Goes beyond the stars

You want your positive reviews to be detailed. Though it’s always nice to get high star ratings, a detailed review explains why the customer enjoyed your business. This helps prospects understand what specifically sets your business apart from the competition. 

See how this review of a local coffee shop goes beyond the star rating. 

detailed positive review

2. Describes the customer experience

A good review should describe various aspects of the customer experience. Did the customer receive fantastic customer service? Was an employee particularly helpful, and did the customer leave the employee’s name in the review? Did the customer mention other elements of the customer experience, like a great website that was easy to use? These details will not only be appealing to prospects, but it will help you know what your business is doing well. 

customer experience positive review

3. Specific feedback

Did a review give you a high star rating but mentioned some negative experiences in the review response? This is a valuable opportunity to show how your business responds to feedback. Thank the customer for their response and explain the steps you are taking to improve. This will likely make the customer even happier, and show prospects that you are always working to improve your business. 

image of  a review showing the business appreciating the customer's feedback

Why are positive reviews important?

Positive reviews can bring in new customers and help to increase sales. In a world where we have so many choices, reviews can help potential customers feel more confident about choosing your business over others. And once they’ve had a positive experience, they’re more likely to leave a positive review.

Having positive reviews can also help to build trust and credibility, especially if you’re a new business. If customers see that others have had good experiences with your company, they’re more likely to take the leap themselves.

Why should I respond to positive reviews? 

Responding to positive reviews increases their value. When you respond to a positive review, the customer who left the review feels appreciated, which increases the chance for repeat business. Review responses also show that you value customer feedback and care to improve your customer experience. This will attract new customers and set you apart from your competitors.  

Check out our post on how positive reviews help Realtors.

Customer reviews are important to every business. Not only do they provide valuable feedback, but they can also help to attract new customers. It’s important that your customer reviews be on display on the more popular review websites. Those sites include:

Google Business Profile

One way to get more reviews is to create a Google Business Profile (formerly Google My Business). This profile provides a place for customers to leave their reviews, and it also allows you to respond to them. Creating a profile is simple and only takes a few minutes. Once your profile is created, be sure to encourage your customers to leave their reviews. With a little effort, you can soon have a steady stream of customer reviews on the most popular search engine in the world.

Facebook

Facebook is another great platform for businesses to get customer reviews. With nearly three billion users, it’s become the most popular social media platform in the world. This means that reviews left on Facebook have a good chance of being seen by the people in your service area.

Better Business Bureau

The Better Business Bureau (BBB) is a trusted source for consumers to research businesses before making a decision. What makes BBB unique is that members are thoroughly vetted to make sure they meet all ethical and business standards. Once approved, they are awarded the BBB seal. The seal will then be displayed on the business’s profile. This achievement will certainly put a positive light on a business’s reputation and act as a differentiator from rivals.

How to respond to positive reviews: 5 examples

Now that you know what to look for in a good review, it’s time to learn how to respond to them from these positive review response examples.

Example 1: Be creative and personal

Chef John Howie uses YouTube to respond to reviews of his restaurant, Seastar Seafood Restaurant, and Raw Bar, in a creative and personable way. This type of review response is advantageous for a few reasons. First, by posting these videos, Chef Howie reaches a broader audience. Videos are also shared more often than other forms of media, so this can help increase visibility for the restaurant. 

Second, a response like this establishes the restaurant’s credibility — the chef is proving that he actually reads his reviews and values customer feedback because viewers can watch it happening for themselves. Finally, by responding to his reviews on video, Chef Howie is giving a face to his business. When customers and prospects feel like they know the chef, they are more inclined to return to Seastar Seafood Restaurant and Raw Bar time and time again. 

Example 2: Respond quickly

There are few businesses that are better than JetBlue when it comes to responding to customer feedback. JetBlue proves that your business’s response doesn’t need to be long-winded. Even a quick thanks goes a long way. 

quick response to review

JetBlue is also great at responding to negative feedback. When a passenger complained about their broken television screen on Twitter, JetBlue responded instantly. This opened up a personalized conversation, and both parties could come to a solution. 

image of a review that shows a quick response by the business

Example 3: Use humor

How can you turn a negative review into a positive one? Use humor in your response! Instead of this sandwich shop getting discouraged by negative reviews it actually used them for marketing content.

Putting a lighthearted spin on one customer’s rant got them a lot of attention. This chalkboard not only shows passersby that the business has a fun vibe, it also proves that the owners actually read their customers’ feedback. Using humor when responding to both positive and negative reviews is a great way to show your business’s personality and grab customers’ attention. 

image of a chalkboard making light of a not so good review

Example 4: Recognize the staff

Positive reviews are a great way to boost employee morale and keep your team motivated to deliver awesome experiences every day. In this review of Hard Rock Cafe, the customer mentioned the fantastic waitress they had by name. Take a look at how Hard Rock Cafe responded to that positive review:

image of a positive review example recognizing the staff at a restaurant

Example 5: Don’t shy away from personality 

When you respond to reviews, don’t be afraid to show your company’s brand! This will make customers more excited to engage with your business. The hair dye company oVertone does a great job at using its brand personality in every response. Every employee is free to use emojis and includes their favorite shade of hair dye as a sign-off signature. 

personalized positive review

Review response templates

Need help getting started with your review responses? Look no further. Here are some templates showing how you can respond to positive reviews, negative reviews, and everything in between. 

Type 1: The customer is happy and they have no complaints.

This is the easiest kind of review to respond to. A simple thank you should do the trick.  

  • Thank you for your review. We’re glad you had a good experience, and hope to see you again soon! 

Type 2: The customer is happy, but there is room for improvement.

Start by thanking the customer for their feedback, then move on to an apology and what you are going to do to make the experience better next time. 

  • Thank you for your feedback! We are happy that you had a good experience overall, but we are sorry to see that you are upset about [the complaint the customer has made]. We are addressing your concerns by [your plans to fix the problem]. We hope that you come back to see how we’ve implemented your feedback. Thank you again for your review, and we look forward to seeing you soon!

Type 3: The customer is upset, but they provide no details.

Responding to this type of review can be tough. Without details to go off of, it can be difficult to know how to respond. Start by asking if the reviewer could give more details about their experience, then switch to email or direct messaging to finish solving the issue. 

  • We are so sorry that you had a negative experience with us. Can you please provide more details about what went wrong? We will do what we can to make it right. Thank you!

Type 4: The customer is upset, and they provided details as to why.

While this can be upsetting to read, this type of negative feedback can be very helpful to your business in the long run. Negative reviews that offer specific reasons can show you exactly where your business is missing the mark.  When responding to this review, address each concern the customer has. Take ownership of where you went wrong, and explain how you are planning to improve. 

  • We are so sorry to hear about your negative experience. Please know that we strive for all of our customers to have a great time when visiting [name of your business]. I see that your main concerns are [list the specific complaints the customer has]. Here is how we are planning on correcting these issues: [list how you plan to improve]. Again, my deepest apologies for your negative experience. We hope that you come back to see how we are improving. Thank you for your feedback! We will use it to grow our business and correct our mistakes. All the best.

The image below is a great example of how a business can respond to negative feedback. 

respond to negative feedback

These positive review response examples and templates should give you everything you need to identify and respond to good reviews. Learn from these positive review examples and start engaging with your customers today.

Positive review examples by industry

By now you should have a good idea of the value of generating and managing positive reviews. But reviews can come in all shapes and sizes depending on your industry and the review website. Here are a few industry-specific positive review examples and how businesses can use them to their advantage.

Healthcare

Positive reviews example for a dentist

Your customer reviews are a great marketing asset. Positive reviews can be displayed on your company’s website and social media channels to help you attract more customers.

Automotive

Positive reviews example for an auto repair shop

Responding to reviews elevates the level of care customers can expect from your business. It shows potential customers that you value feedback and appreciate their business. Responding to reviews also helps with local SEO which can improve your business listing ranking.

Restaurant

Positive reviews example for a restaurant

Do you know what’s better than a positive review? A positive review with a picture. Review sites that allow customers to upload images give people a much better sense of the product and service you provide.

Frequently asked questions

Should you respond to negative reviews?

Yes. It’s important that businesses respond to both positive and negative reviews. Responding to negative reviews promptly and professionally will help you protect your online reputation by addressing bad customer experiences and slander.

Are review websites free to use?

Yes. The majority of review sites are free of charge. Typically, they only require you to create an account and profile with a valid email address to start receiving customer reviews.

How Birdeye can help you 

Responding to every customer review is easier said than done. When you have so much to do, it’s easy to stop responding or even keep track of all your reviews on multiple different platforms. But Birdeye’s review automation software can help with all that.

Our platform allows you to monitor and respond to reviews from hundreds of sites in a single dashboard, sending you new review alerts via email or SMS so you can stay on top of customer feedback – automatically. Start growing with Birdeye today.

Originally published Aug 07, 2020 4:14 PM, updated Nov 28, 2022