How to respond to reviews: a guide for businesses

Reviews show how your business looks through the customer's eyes. A good reply shows that you listen, and it also influences people who read the reviews later.

How can a business reply?

A public reply to a review is part of the premium listing. You reply through your personal manager, and the reply is marked as a reply from the business. More information: What paid services are there for businesses? and Terms for Paid Services. Questions about orders: [email protected].

Five rules for a good reply

1. Thank the customer for the feedback, including critical feedback.
2. Address the point: what happened and what you did or will do about it.
3. Stay calm and polite. Do not blame the customer.
4. Do not reveal the customer's personal data or details of their purchases.
5. Invite them to continue the conversation directly, for example by email.

Reply to positive reviews too. A short thank you is enough, and it shows that you value your customers.

Example

"Thank you for telling us about your experience. We are sorry about the long wait on Saturday. We have added one more staff member at weekends. We hope you will give us another chance."

When you think a review is wrong

Do not argue about it in public. If a review is unfair, false or breaks the rules, write to [email protected]. Give the link to the page and what you dispute. We ask for evidence if needed and decide whether to keep, correct or remove the review. See How to complain about an unfair or fake review.

What we do not do

We do not remove honest negative reviews for payment, and we do not publish positive ones for payment. The Finnish Consumer Protection Act also prohibits bought and self-written reviews. The best way to improve your rating is to ask satisfied customers for genuine reviews: Why real reviews matter more than fake ones. The rules: Review Moderation.

Related

• How to complain about an unfair or fake review
• Why real reviews matter more than fake ones
• What paid services are there for businesses?
• Review Moderation
• Terms for Paid Services

Sources

• Finnish Consumer Protection Act 38/1978, chapter 2: marketing, unofficial translation (finlex.fi)
• Finnish Competition and Consumer Authority (KKV): Consumer reviews (kkv.fi)