53% of customers expect businesses to respond to negative reviews within a week.
And there’s more! Businesses that respond to reviews see higher conversion rates overall. Seems responding isn’t damage control, it’s a conversion tool.
Do you respond to all reviews, just the negative ones, or skip it entirely?(and if you do respond, how do you approach it?)
I respond to all but I’ve started using a loose template for positives, swap out a detail or two so it doesn’t look robotic. For negatives I always write from scratch because people can tell when you’re copy-pasting an apology. The one thing I’d push back on is the “within a week” stat – a week feels way too slow. If someone leaves a 1-star review and it sits there unanswered for 6 days, that’s 6 days of potential customers seeing it with no context.
