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The Good, The Bad, The Feedback: Responding to Customer Reviews

Table of Contents

Table of Contents

In the e-com space, customer reviews are the lifeblood of a brand’s reputation. They can be the wind in a company’s sails or the anchor dragging it down. “The Good, The Bad, The Feedback: Navigating Customer Reviews” is not just a catchy title; it’s a survival guide for brands in the age of online transparency. Here’s how to steer through the choppy waters of customer reviews.

The Good: Celebrating Positive Reviews


Positive reviews are like gold dust. They’re public endorsements of your product or service and a testament to your brand’s commitment to excellence. But how do you respond? Harvard Business Review suggests a delayed, generic, and short response to positive reviews to avoid appearing promotional. However, each positive review is an opportunity to reinforce a positive image and build a relationship with the customer. Thank them, acknowledge their specific points, and invite them to continue the conversation offline if necessary.

Positive review examples:


  1. Yappy has responded to Kathleen’s positive review with a delightful and personalized message. They expressed their joy in knowing that Max, Kathleen’s dog, loved his new bandana and shopping bag. Yappy’s response was playful and engaging, using dog-related language to maintain a light and friendly tone. They also acknowledged Max’s thoughtful gesture of sending a Christmas card to his friend Cody, adding a touch of warmth to their customer interaction. This response exemplifies how personalization and a bit of fun can enhance the customer experience and foster a strong community around a brand.


Yappy Review
Credit @ Yappy


The Bad: Addressing Negative Reviews


Negative reviews can sting, but they’re not the end of the world. In fact, they’re an opportunity to show your commitment to customer service. Google for Small Business advises a prompt, professional, and courteous response. Investigate the issue, empathize with the customer, and offer a solution. Transparency is key. If you made a mistake, admit it and make it right. This can turn a negative into a positive by demonstrating your brand’s integrity.

Negative review examples:


  1. REI Outdoor: REI has responded to a customer’s negative review regarding a waterproofing issue with a pair of shoes. They have expressed regret for the customer’s experience and reassured them of their commitment to product quality. Additionally, REI has informed the customer about a one-year warranty on their products for manufacturing defects and provided guidance on how to initiate a warranty claim, including a contact number for further assistance. This response demonstrates REI’s dedication to customer support and their willingness to address and resolve product issues.
REI Review
Credit @ REI


2. Mejuri, has addressed a customer’s negative review regarding an ear infection caused by one of their earrings. They have responded with empathy, expressing concern for the customer’s experience and apologizing for the inconvenience. Mejuri has also taken a proactive approach by following up to learn more about the issue and offering the assistance of their Customer Experience Team, providing a contact email for further support. This response showcases Mejuri’s commitment to customer care and their willingness to resolve issues promptly.


Mejuri Review
Credit @ Mejuri




The Feedback: Learning from Reviews

Every review is a chance to learn. They provide invaluable insights into what you’re doing right and where you can improve. Use them to refine your products, services, and customer experience. Create a feedback loop within your company to ensure that the customer’s voice is heard and acted upon.

Responding to Reviews: Best Practices

When responding to reviews, there are some best practices to follow. Assess the feedback internally first, then respond publicly with empathy and offer solutions. HubSpot recommends working towards a 1:1 conversation to resolve any issues. This personal touch can make all the difference.

Encouraging Reviews: A Proactive Approach

Don’t wait for reviews to come to you; encourage them. Make it easy for customers to leave feedback with follow-up emails, links on receipts, or even in-person requests. Positive appraisals can drum up interest and reassure potential clients that they’re in good hands (Via Promo republic)

The Impact of Reviews on Brands

Reviews can significantly impact your business. They affect your online reputation, SEO, and ultimately, your bottom line. Positive feedback increases customer retention, while effectively responding to negative reviews can win back dissatisfied customers and even attract new ones.

Navigating customer reviews is an art and a science. It requires a blend of emotional intelligence, strategic thinking, and genuine customer care. Whether the reviews are good, bad, or somewhere in between, the key is to respond thoughtfully and use the feedback to drive continuous improvement. By doing so, you’ll not only survive the world of online reviews – you’ll thrive in it.

Remember, the goal is not to have a perfect score, but to show that you’re a perfect partner for your customers. So embrace “The Good, The Bad, The Feedback” and let it guide you to a stronger, more resilient brand.

Ready to start collecting more reviews? Quoli can help.


Quoli’s customer marketing platform  streamlines the process of gathering authentic customer reviews, empowering merchants to boost credibility and drive sales. With easy integration, review request emails and a collection of widgets to choose from, Quoli is your partner in harnessing the power of customer reviews to build trust and grow your brand.

Hamayun Rasheed

Hamayun Rasheed

I write content for Quoli

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