A review with no reply looks like nobody is listening. A new customer reads your reviews and your replies before they come. Start with the reviews that gave 1 to 3 stars, then answer the rest, a few each day.
Imran runs a mobile repair shop near a bus stand. He had 14 new reviews in three months. He had not replied to any of them.
One review said, "Phone came back with a scratch." It had sat there for weeks. A customer later told Imran, "I nearly went to another shop. You never answered that review."
Imran was busy, not careless. But the reviews did not show that.
This is an example, with a made up name and business.
What Pulse looks at
Pulse reads your reviews from the last 90 days. It tells you how many have a reply, for example "4 of 14 reviews have a reply." If a review that gave 1 to 3 stars has no reply, Pulse tells you to start there.
Fix it yourself
- Open your Business Profile. You can search your business name on Google while signed in.
- Tap Reviews or Read reviews.
- Find the reviews that gave 1 to 3 stars. Answer these first.
- Under each review, tap Reply. Write a short reply and post it.
- Then answer the good reviews. A short thank you is enough.
- Do a few each day until you catch up. After that, reply within a day or two.
For a good reply, keep it short. Thank the customer. Answer what they said. For a low review, say plainly that you will look into it.
Our guide on how to reply to Google reviews has example replies for good and bad reviews.
What not to put in a reply
- No phone numbers, order details or the customer's private details.
- No arguing and no blaming the customer.
- No offer of money or gifts in public.
Keep calm, even if the review feels unfair. Other people read your reply too.
Common questions
Do I need to reply to old reviews too?
Start with the last three months. Older ones can wait.
The review only has stars, no words. Should I reply?
Yes. A short thank you is fine.
Will replies bring more customers?
Nobody can promise that. But a customer who reads your replies sees that you care.