Last Updated on July 10, 2025 by Allen

Customer Review Response: Elevate Your Engagement Game Today!

Have attitudes towards customer review responses changed? Is it best practice to respond to all customer reviews? I came across the following paragraph as I was updating the page…

“A report from Cornell University, highlights that revenue hits a point of diminishing returns after a 40% response rate. As odd as it may seem, a hotel’s management can expect a negative impact if it continues to respond to more reviews after that point.”

The odd thing is that when I clicked the link to the report, it took me to a 404 page, meaning it no longer existed. I seems like the page was taken down. In addition, when you Google the topic, the consensus among industry leaders is to respond to every review, good or bad.

This begs the question: Should you respond to every positive and negative review on review sites or social media pages? In this post, I’ll shed light on this topic and how you can tweak your review management strategy to fit this new trend.

Determine the Type of Response Based on the Customer Review

Studies show that around 88% of customers trust online reviews as much as personal recommendations. However, in today’s business world, it’s a good idea to respond to all reviews, but not every customer review deserves a lengthy response.

For example, while a simple ‘thank you’ on a review website will be enough to acknowledge your customer’s appreciation, a 200-word response to the same is overkill, especially if you use the opportunity to blatantly promote your business.

To keep things simple, determine whether a review deserves the time you are giving it. For instance, a negative review deserves a detailed response, as the query itself is usually lengthy. A typical negative customer review often comes with a description of what went wrong and how your management handled it.

You will need to choose your words carefully to acknowledge the customer’s experience, provide a remedial solution, and wait patiently for your customer to calm down before you proceed further.

Time Your Responses

When it comes to responding to reviews, timing is crucial. Responding to a positive review after a few hours is the right way to go about it, but doing so after several days or weeks will make you seem lazy and irresponsible.

Whether you respond to customer reviews or not depends on what is being said and your business requirements. For example, if your restaurant is still new, responding to a negative review on the review website immediately makes sense, since you wouldn’t want other people to be put off by it.

Choose Review Websites That Suit Your Industry

Deciding how to respond also depends on the type of website people use for reviewing your business. Not every review website will generate the same leads for your industry.

For example, your restaurant will get more reviews on Yelp, where 20% of reviews are about restaurants and cafés rather than TripAdvisor, which is more focused on businesses, like hotels or bed and breakfast establishments.

Understand the Dynamics

Not every review website works the same way, and customer expectations from businesses vary, as well, based on the nature of different platforms. For example, customers might not expect a lengthy response to a negative review on TripAdvisor, but will probably expect the contrary on more personal websites, like Airbnb or Facebook.

The main focus of websites like Facebook and Google Business Profile is to give you the chance to list your business online and make it more visible. And while the reviews may be important for some businesses, they might not be as much for you, depending on the nature of your business.

For instance, if your business has a physical location but operates solely on social media, then you should consider tracking and responding to reviews that followers leave there.

Conclusion: Make the Most of Customer Reviews to Grow Your Business

Effectively managing customer reviews is essential to building trust, improving your reputation, and driving long-term growth. While not every review requires the same level of attention, each one is an opportunity to engage your audience and showcase your commitment to customer satisfaction.

Choose the right platforms for your industry, tailor your responses, and time them effectively to strengthen your online presence. A consistent and thoughtful review strategy can help your business stand out, attract more customers, and increase revenue.

Need help managing your customer reviews more efficiently? Schedule a consultation with Review Dingo today and discover how we can simplify your review strategy and boost your reputation.