In 2025, review response trends are reshaping how businesses engage with their customers. Reviews are no longer just one-way feedback—they’ve become part of a broader, ongoing conversation between brands and their audiences.
As customer expectations for quick, relevant, and respectful replies rise, companies are rethinking how they manage and respond to online feedback effectively.
AI tools are streamlining review management for businesses, handling high volumes of reviews with ease. Yet manual responses are on the rise, jumping from 58% to 61%, according to Birdeye’s State of Online Reviews 2025 report. This shift highlights the growing importance of personalized engagement.
This combination of automation and manual responses allows businesses to create meaningful customer interactions, improve customer retention, and gain a competitive edge.
In this blog, we’ll explore the key review response trends in 2025 using insights from Birdeye’s annual State of Online Reviews 2025 report. We’ll also look at how businesses are balancing AI and human input to lead in customer engagement.
Why businesses are more invested in review responses now
Responding to reviews is no longer optional—it’s a strategic advantage. New data from Birdeye’s State of Online Reviews 2025 report highlights that between 2023 and 2024, overall review response rates jumped from 63% to 73%. This signals that more businesses now understand the value of responding to customer feedback in shaping brand perception and driving real business outcomes.
Here’s why review responses are getting more executive attention and budget than ever before:
Review responses shape brand perception: With more people reading reviews before buying, companies understand that every response is a marketing moment. A well-crafted reply can reinforce brand values and shape perception.
The right balance between AI and human input:Automation tools have made it more scalable to reply. However, businesses are learning that quality matters just as much as quantity. Therefore, investing in the right mix of AI and human input is now seen as essential.
“There’s huge value in what generative AI can do for humans. But I think that the real value comes when they work together, right? Because that’s where the rubber hits the road, where there’s the creative elements that AI does, but then there’s additional validation and additional creativity that humans bring.”– Uday Ghatikar, Field CTO of Google Cloud
Customer responses now impact revenue: Businesses are recognizing that timely, thoughtful replies can influence customer decisions and improve retention. In many cases, a well-handled response can even recover lost sales. This makes review engagement directly tied to ROI.
Online reputation is more visible than ever: Reviews often appear on search engines, maps, and social platforms. When businesses don’t respond—or respond poorly—it reflects badly on their customer service. Brands are responding more consistently to avoid leaving a negative impression.
Automation vs. manual review responses: Industry-specific trends
Industries using more automation
Industries like finance, hospitality, legal, home services, and real estate deal with massive volumes of customer reviews. To keep up, many of these businesses have turned to AI-powered solutions to handle routine responses quickly and consistently.
Automation helps maintain brand tone, ensures every review gets a reply, and allows teams to focus on more complex interactions. In sectors where speed and availability matter, AI is helping bridge the gap.
Industries favoring manual responses
On the other hand, industries such as healthcare and retail are leaning into manual responses. These sectors often involve emotionally sensitive or highly personalized experiences where customers expect empathy and a real connection.
For these businesses, taking the time to write a thoughtful reply is imperative. Whether it’s addressing a patient’s concern or thanking a long-time shopper, a human touch can go a long way in building trust.
Key industry trends in review responses (2025)
As the landscape of customer engagement continues to evolve, businesses across various industries must adapt their review response strategies to meet the growing expectations of today’s consumers. Here’s a closer look at the key trends.
The growing shift toward personalization
Businesses are moving away from templated, robotic replies in favor of responses that sound human, empathetic, and tailored to the reviewer. Even when AI is used, companies fine-tune tone and content to reflect brand voice and context, because a generic “Thank you for your feedback” will no longer cut it in 2025.
For example, a healthcare provider responding to a patient’s feedback with specific details about their visit demonstrates attentiveness and care, fostering trust and encouraging future engagement.
Speed is critical—customers expect faster replies
Customers want fast answers – idealy within 24 hours. Quick, thoughtful responses actively influence perceptions and outcomes. Many customers are more likely to update a negative review when they receive a prompt, respectful reply that acknowledges and addresses their concerns.
For example, a restaurant addressing a diner’s complaint within hours can turn a negative experience into a positive one, potentially leading the customer to update their review favorably.
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Most shoppers overlook or forgive a negative review if the business responds thoughtfully. This is especially true when the reply shows accountability, offers a resolution, or expresses genuine concern. In 2025, the response strategy is a core pillar of brand reputation management.
Imagine a retail store that publicly apologizes for a faulty product and offers a replacement. This gesture demonstrates accountability, which can restore customer trust and loyalty.
Paid responses damage trust
Customers can easily spot responses that feel scripted, overly polished, or disconnected from the original review. When businesses outsource or pay for generic, templated replies, it often signals a lack of genuine care. This can quickly erode trust.
Pro tip: A review response isn’t just a formality. It’s a public conversation. So, why not leverage AI to create personalized, on-brand responses at scale?
With Birdeye Review AI's GenAI review response feature, you can write tailored replies from scratch or rephrase your responses to ensure they’re empathetic and consistent with your brand's voice. Plus, Birdeye Reviews will automatically translate reviews into your customers’ language, ensuring clear, authentic communication.
Public responses are part of your marketing
Replies are no longer just for the reviewer—they’re read by potential customers, too. This means every response is a chance to reinforce brand values, highlight customer care, and demonstrate professionalism. In short, how you respond is part of how you sell.
For example, a hotel that regularly responds to reviews, thanks guests, and addresses concerns showcases its commitment to customer satisfaction, ultimately attracting new customers.
Want to explore more on the review response trends shaping 2025 and boost your online reputation? Check out Birdeye’s annual State of Online Reviews 2025 report for exclusive insights and actionable strategies.
How to respond to customer reviews: positive, negative, and neutral feedback
With 73% of reviews now receiving responses, businesses must find the right balance between automation and personalization to strengthen customer relationships. Here’s how companies can approach different types of reviews:
Positive reviews
Automation approach:
Use AI tools to quickly respond with a personalized thank-you message that includes the customer’s name and references something specific from their review (if available). For example:
“Thanks so much, [Name]! We’re thrilled you loved the quick delivery and product quality.”
Manual approach:
For high-value customers or standout reviews, write a more tailored response. Mention specific details and show genuine appreciation. This adds a human touch that encourages repeat business and referrals.
Negative reviews
Automation approach:
AI can help draft an empathetic and professional first response that acknowledges the issue and invites the customer to continue the conversation privately. This ensures a fast reaction while buying time for a deeper follow-up.
“We’re sorry to hear about your experience, [Name]. We’d love to look into this. Can you DM us more details?”
Manual approach:
Use human responses for sensitive or complex issues. Address the problem directly, take responsibility if appropriate, and outline steps for resolution. A thoughtful, respectful reply can often turn a negative into a positive.
Neutral reviews
Automation approach:
For short or mixed reviews, AI can provide a polite and balanced response that acknowledges feedback and invites future engagement.
“Thanks for your feedback, [Name]. We’re always looking to improve and hope to serve you even better next time.”
Manual approach:
If the review offers constructive criticism, a personal response can help show that you’re listening and open to improvement. This builds trust and signals commitment to quality.
The best approach: A smart mix of AI and human touch
In 2025, review management is no longer about choosing between AI and humans. It’s about combining the two effectively:
Use AI to reply to routine, positive reviews quickly and at scale.
Use manual responses for complex situations, negative feedback, or high-value customers where empathy and nuance are required.
This hybrid approach keeps your response times fast while still delivering the authenticity customers expect.
FAQs on review response trends 2025
How does personalization in review responses impact customer engagement?
Personalized responses show customers that their feedback is valued and taken seriously. This approach fosters trust, encourages repeat business, and differentiates a brand in competitive markets.
Why do businesses care more about responding to reviews in 2025?
With the rise of digital platforms, customer reviews have become a pivotal factor in influencing purchasing decisions. Responding to reviews shows a business’s commitment to customer satisfaction, enhances brand credibility, and can positively impact SEO rankings.
What is the significance of response time to online reviews?
Timely responses, ideally within 24 hours, can mitigate negative perceptions and demonstrate proactive customer service. Quick engagement can also influence a customer’s decision to update or remove a negative review.
Should businesses use AI or manual methods to respond to reviews?
A hybrid approach is most effective. AI can handle high volumes of reviews efficiently, ensuring consistency and speed. However, manual responses are crucial for addressing complex or sensitive feedback, providing a human touch where needed.
How Birdeye helps businesses with an effective review response strategy
Responding to customer reviews is faster, easier, and more impactful with AI-powered tools like Birdeye Reviews AI. Whether you’re handling a high volume of reviews or just a few each week, Birdeye equips businesses with everything needed to engage thoughtfully and consistently.
GenAI-powered review responses: Birdeye uses generative AI to craft professional, brand-aligned responses for both positive and negative reviews. Replies are tailored based on sentiment, star ratings, and your brand’s tone. This way, you can scale your responses without sounding robotic.
Unified dashboard: Manage and monitor all your online reviews from one easy-to-use dashboard. This centralized view helps teams stay organized and respond efficiently across platforms.
Real-time review monitoring: Get instant alerts when new reviews come in, so you can respond quickly and flag fake or spam reviews immediately. Fast responses build trust and help turn negative experiences into positive ones.
In a nutshell, by combining automation with smart personalization, Birdeye helps businesses to streamline their review responses and keep customers engaged.
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