Template · 3 stars
How to respond to a 3-star review
The reviews below are made up. Change names and details to match what really happened before you post anything. Draft one for your real review with the free generator.
Template.
Thanks for the honest review, [name]. Glad [good part]. [Bad part] isn't what we want; [what happened, one line, no excuses]. [What changes]. Hope you'll give us another try.
Order matters.
- Start with thanks and the good part, so the reply doesn't open defensive.
- Name the problem in their words, not a softer version of it.
- One sentence of context at most. Two is an excuse.
- A concrete change is the most persuasive thing you can write.
Examples
Reviews and replies.
3-starGood food, slow service
Review (example)
Food was great but we waited 40 minutes for mains and no one told us why.
Example reply
Thanks for the honest review, and glad the food was worth it. Waiting 40 minutes without a word from us isn't okay. The kitchen fell behind and we should have come to your table. We now check on any table waiting over 20 minutes. Hope you'll come back.
Why it works: Credits, owns, names a real change.
3-starNice cut, felt rushed
Review (example)
Happy with the haircut but the appointment felt rushed and I didn't get to explain what I wanted.
Example reply
Thank you for telling us. Glad the cut turned out well, but you should never feel hurried. We've started booking ten extra minutes for new clients so there's time to talk first. Ask for me next time and I'll make sure of it.
Why it works: Turns the complaint into a specific booking change.
Questions
Common questions.
Should I explain why things went wrong?
Draft replies right on the review page.
The ReplyPlate Chrome extension writes a first draft; you read it and post it.