Review Management & Support

Note:

Some reviews are a mixed bag – containing both praise and criticism.

Here, you’ll need to express gratitude for both. Below are a few ways to respond to these types of reviews. 

Best Practices for Responding to Mixed Reviews 

• Greet and thank the reviewer for taking the time to write a review. 
• Acknowledge the positive(s) in the review and why it/they made the reviewer satisfied with your service. 
• Apologize for your missteps and explain how you’ll use the feedback to improve.
• If the negative largely overpowers the review, offer to make it up to the reviewer in a private conversation by providing your contact information. 
• Thank the reviewer again and sign off with your name. 

Response Examples to Mixed Reviews 

Example 1

Hey {first name}!

Thanks so much for taking the time to write this review. I’m thrilled to hear that you appreciated {positive aspect reflected in the review}. Here at {your company name}, we {express similar appreciation to the person or aspect that was reviewed positively}, because {tie it in to a company value}.

However, I’m sorry to hear that {negative aspect highlighted in the review}. This is surely not what we’d like to hold ourselves to when it comes to the quality of our service. I’m going to reach out to {person/department/team responsible} to share your feedback and see what we can do to fix it. You can expect to hear from us in {timeframe for response} about what we’ll do to make this right.

In the meantime, if you have any more comments you’d like to share or questions for me, feel free to reach out to me personally at {your email} and I’d be happy to chat more.

Again, thanks so much for the review!

All the Best,

{your name}

Example 2

Hi {first name},

Thanks for writing to let us know your thoughts about {company/product/service name}.

It looks like we fell short on {area of criticism} – and that’s not okay. I want you to know that I’ve spoken to {person/department/team in question} about this, and we’re going to {action taken} to make sure this isn’t an issue moving forward.

Also, I’m really glad to hear that you {liked/enjoyed/appreciated} {aspect highlighted positively in the review}. {Explain why you also appreciate the positive}.

Thanks again for sharing your thoughts, and if you have any more comments, feel free to start a conversation with me at {your email}.

Best,

{your name}

Example 3

Hi there {first name},

First off, thank you for letting us know about your experience with {company/product/service}. I’m elated to hear that {aspect highlighted positively in the review}. I’ll be sure to let {person/team/department responsible} that {his/her/their} work is appreciated!

Sounds like we could be a bit better when it comes to {area of criticism}, though. Sorry we fell short there. Moving forward, we’re definitely going to prioritize {how you’ll address the criticisms}, so I hope you’ll {stay with us/give us another chance} so that we can show you how important your feedback is to us.

In the meantime, if there’s anything else you want to share with us, you can message me personally at {your email}.

Thanks again!

{your name}

Example 4

Hello {first name},

I really appreciate you sharing your thoughts here. First off, let me apologize. {Area of criticism} is not okay, and I’m truly sorry that’s what you experienced with {company name}. I’ve contacted {department/person/team responsible} to share your feedback, and we’ve decided to {action taken to fix the problem}.

Making our customers happy is always at the top of our to-do list, and I’m glad you saw that side of us when you {highlight aspect of review that was positive}. I hope you’ll {stick with us/give us another chance} so we can build on what worked here and fix what didn’t.

Should you have any more comments, I’d appreciate the opportunity to hear them out and work with you to find the best solution here. My name is {your name}, and you can reach out to me any time at {your email}. I look forward to talking with you!

Thanks,

{your name}

Example 5

Hi {first name},

Thanks for your review. We value your feedback and are thrilled you’re enjoying {aspect reviewed positively}!

I appreciate your comments on {aspect reviewed less favorably}. We’re always improving our {products/software}, so I’ll pass this off to the team to factor into future updates and enhancements.

Best,
{your name}

Example 6

Hey {first name},

Thanks for your feedback on {product/service reviewed}! I’m thrilled to hear that {aspect reviewed positively} was able to help you {reiterate how it helped the reviewer, as written in the review}.

As for your comments about {aspect reviewed negatively} – that’s great feedback! We really appreciate it. I’ll pass that off to our {team/department}, who can {explain what will be done when the department hears about the feedback}.

Thanks again,

{your name}

Example 7

Hi {first name},

Thanks for letting us know about your experience with {product/service/company}. It sounds like we dropped the ball on {aspect negatively reviewed}. I’m really sorry about that.

I’ve passed your review on to {department/team responsible} to make sure this is addressed. {Optional}: You’ll be hearing from {the rep you spoke with / your account manager} soon about next steps on how we’ll fix this for you.

Thanks also for your kind words about {aspect positively reviewed}. I’m glad we were able to make {aspect made easier} easier!

All the Best,

{your name}

Example 8

Hi {first name},

Thanks for your review!

I’m thrilled to hear that {aspect reviewed positively} worked out for you. I’ll be sure to pass that positive feedback off to {person/department/team responsible}. We take a lot of pride in our work, so thank you for taking the time to share how it’s worked out for you. It means a ton to us.

I also appreciate the feedback you have for us on {aspect reviewed less positively}. Our {product/software} is always improving, and we rely on valuable feedback like this to make it even better. Please feel free to reach out if you have any other comments!

Thanks again,

{your name}