5 tips for responding to positive customer reviews (with examples)

November 24, 2022
Mozrest - Happy restaurant manager using a tablet to respond to positive customer reviews online

5 tips for responding to positive customer reviews (with examples)

A good review is like a gold mine. To increase your online bookings, responding to good reviews is as important as responding to bad reviews.

A recent study shows that 70% of 18-34 use social media to look for recommendations of places to eat and drink out. A social media presence becomes vital in attracting Gen Z. They are more engaged with platforms and driven by online reviews before booking.

Discover our tips for responding to good reviews to help you connect with your customers online.

Mozrest - Restaurant customers enjoying their meals and posting a picture of their food on social media.

1. Acknowledge All the Reviews

Customers who post good reviews act as your brand ambassadors. They had a great customer experience in your restaurant and want to spread the word about it. The first step is to thank your customers and address them by name. It adds a personal touch to your response and makes them feel valued. 

Examples: 

  • Thank you so much, Daria. Your comment made our day; we hope to see you again soon! 
  • Hi Daria, we’re happy to read you had a pleasant time at {your restaurant name}. Thank you for taking the time to write this review and recommending us. Cheers!

Related article: 5 mistakes to avoid when responding to bad reviews

2. Make it Personal

When replying to positive feedback on Instagram, for example, the best is to repost the stories or reviews on your Instagram page. This adds to the ‘Meaningful Experience’, increasing table bookings and building long-lasting relationships with your customers. Another way to personalise your reply is to mention the location and the client’s name.

Examples: 

  • Thank you so much, Daria, for the 5-star review at {your restaurant name}! We are glad you enjoyed the meal with the same passion as our chef and the entire staff. Looking forward to your next visit!
  • Thank you, Daria, for taking the time to write us a review. Our chef will be happy to read this! We hope to welcome you back soon to make you discover our Chef’s special!
Mozrest - Satisfied customer using her smartphone to post a 5-star review online about her recent experience in a restaurant

3. Be fast

Responding quickly on any social platform, like Google reviews, Facebook or Instagram, is essential. Ideally, your response should be published 2 days after a review is posted. If you don’t have time, using a tool like Profile and Review management will help you streamline the process. This app is a real time-saver.

4. Don’t Copy-Paste

Never copy-paste the same response to all your customers. Indeed, by duplicating the same reply, you cannot make your customers believe you care about their satisfaction. Mozrest created an app with nine templates to personalise to reply to client reviews quickly and efficiently. Each template uses a different tone of voice and is available in multiple languages. Click here to schedule your free demo and see the app in action.

Mozrest - Guests tasting a festive menu at a restaurant with salmon and champagne

5. Use it to your advantage (cross-marketing)

Almost 60% of Gen Z customers use social media to get online offers and discounts for eating and drinking out. This means that answering good reviews enables you to increase your online bookings by promoting your new festive menus, upcoming events, and lots more, like your seasonal Chef specials.

Examples: 

  • Good afternoon Daria; we are delighted that you enjoyed our lunch menu. Next time, why don’t you try our tasting menu featuring our Chef’s favourite seasonal ingredients? We would love to welcome you again. 
  • Hi Daria, thank you so much for visiting our cafe. We would be delighted to host you again. Bring along your friends and get exciting offers next time you visit us! 

Related article: 7 Tips to Greet your Customers the Perfect Way

Mozrest - Restaurant manager responding to positive reviews online with a tablet - 5 Ways to Respond to Positive Reviews (Examples)

Key points to remember when responding to positive reviews:

  • Happy customers are your best promoters. Thank them and show you value their comments. Everyone who reads your customer reviews before booking will appreciate it.
  • Replying to positive reviews is an opportunity to make your customers visit again. Use it to promote your offers, festive menus, facilities, etc.
  • Be quick. Never wait more than 2 days before replying to a client review. And never copy-paste the same old message. Use Mozrest to optimise and simplify your online review management.
Sumedha
Marketing & Communications Assistant