How to Choose Which Reviews to Respond To

During busy season, you probably barely have any time to think, let alone respond to reviews. The good news? You don’t have to respond to them all. Here are some tools to help you decide how to prioritize your time when responding to reviews.

You Don’t Have to Respond to Every Review

No matter how many reviews your restaurant may have, during the busy season it can be overwhelming to think about reputation management. But it’s more important than ever to respond to your reviews — in fact, 85% of Tripadvisor users are more likely to dine at a restaurant that responds to reviews.

Tripadvisor is by far my most powerful tool. It takes time, but I want the customer and I want the future customer to know that the owner cares. Phil Guarno

Owner, Fenicci's of Hershey

What matters most to your customers isn’t that you respond to every review. It’s that you show that you care about their experiences by providing authentic, thought-out responses to some of your reviews. If you’re stuck getting started on how to respond, see our tips here.

The 50% Rule

According to research from Yext, you should plan on responding to about 50% of the reviews you receive across your platforms. But if 50% is still too daunting, don’t worry. Start with responding to one review at a time. Responding to 10% of your reviews is better than not responding at all.

Your potential customers are most interested in recent reviews about your place.Don’t worry about responding to reviews more than a few months old unless you haven’t received a new review in a while. Get to a routine where you’re responding to reviews as they come in, as soon as you can.

I have all the alerts set up, basically anytime anyone reviews us...and I pretty much respond or reply or manage it instantly. John Gamvros

Owner, Aesop's Bangkok

Break It Down By Sentiment

Prioritize your time by:

  • Starting with your negative reviews. Respond to all of these, especially the ones with detailed comments and explain your side of the story. For tips on how to do just that, click here.
  • Then, give your highest positive reviewers a big thank you. These are the folks who are driving new and repeat business into your restaurant, so make sure you let them know how much you appreciate their comments. For some real-world responses to positive reviews, click here.
  • If you still have time, take a look at your leftover reviews, like a three-bubble review on Tripadvisor. Since these are right in the middle, they don’t often sway potential customers one way or the other, but it’s a good practice to read through them and at a minimum, catalog the feedback, even if you don’t have the time to respond.

How To Respond To Reviews

We are very active with Management Responses. We personalize and take our answers very seriously. Enrique Expósito Hernández

Associate Revenue Manager, Dos Cielos

To respond to reviews on Tripadvisor, log in to the Management Center. Responding to reviews is completely free — all you need to do is claim your listing, if you haven’t already, here. Then, navigate to the “Reviews” tab and choose “Respond to Reviews.” Once there, you can filter reviews by bubble rating, search for specific keywords, and more when responding.

Join the Online Conversation with Tripadvisor

With Tripadvisor Review Hub, you can read and respond to reviews across the web so you can be where your customers are. Connect your accounts from Google, Facebook, and more. Learn about how Review Hub can help you engage with your customers here.

Get started with Tripadvisor Review Hub

Learn how to craft the best review response

Last Updated: 20 February 2020
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