Why Responding to Reviews Matters

We've all done it, googled a restaurant, then looked at the star rating and bailed.

Reviews can make or break your business. So you need to understand how to cultivate them, learn from them, and use them as a tool to build relationships with your customers. 

Getting reviews

Before you can respond to reviews, you’ve got to get them. Negative reviews have a way of happening on their own, whereas positive ones can take a little coaxing. 
Here are some proven strategies to encourage customers to leave reviews:

• Ask for them: While delivery apps often prompt users for reviews automatically, in-house diners may need a little nudge. Utilize signage, table tents, or even a friendly conversation during a dining room walkthrough to let folks know you'd appreciate their feedback.



• Educate customers on the importance of reviews: Inform customers that their feedback helps improve their experience and assists others in making informed decisions.



• Display positive reviews: Sharing glowing reviews on your social media channels showcases your restaurant's strengths and is a subconscious reminder to others to share their experiences.



• Train your staff: Make sure your team understands the value of customer reviews and is equipped to encourage satisfied customers to leave feedback. A collective effort can help your positive reviews skyrocket. 
  
  

  Now that you know how to get them, here’s what to do once you have them.

Responding to Reviews

Addressing feedback makes a huge difference. Uber Eats has noted that restaurants that respond to reviews can increase their reorder rate by as much as 23%. That is by far one of the most cost-effective ways to grow your margins. 

Regardless of whether a review is good or bad, you should:

Respond promptly
Aim to reply to reviews within 24-48 hours to show attentiveness. Timely responses can mitigate negative perceptions and demonstrate your commitment to customer satisfaction.




Personalize your responses
Don’t be generic. Address the reviewer by name and reference specific details from their experience to show you actually read their review. Personalized responses make customers feel valued and heard.



Address all reviews, the good and the bad

• Positive Reviews: Thank customers for their feedback and express appreciation. Encourage them to come back. 



• Negative Reviews: Acknowledge the issue, apologize if necessary, and outline steps taken to address their concern. This approach can turn dissatisfied customers into loyal ones. Assure them you will work on the issue and let them know that you would appreciate another chance at their business.



  
  

  
  Keep it professional

  Avoid defensive or confrontational language. Keep responses concise, courteous, and focused on resolving issues. If you find yourself dealing with a reviewer who has you particularly irked, ask someone else to read your response before you post it. If a customer is being unreasonable, you have every right to stand up for your staff, just make sure you do it professionally. The last thing you want to do is to say something that can be taken out of context. 



  
  

  Close the loop
  If a review highlights a specific issue—slow service, a missing item in a delivery, a mix-up with the order—and you fix the problem, go back and update the reviewer. Even if the reviewer never replies or updates their rating, future readers will see your commitment to improvement.
  
  

What can reviews do for your restaurant?

Help you understand what’s working and what isn’t 

Feedback is a gift. Your customers are telling you exactly what they like and dislike about your business. Use the information. 

Tracking your progress is essential for improvement. You must be able to view and make sense of the data you are collecting. Don’t fall into the trap of collecting information without the intention of leveraging it. For example, if you see a trend of customers complaining about slow service, you need to start paying attention to the time it takes to fulfill orders. From there, you can make adjustments to find what helps you improve. 

Regularly auditing reviews to identify recurring themes or issues can help you make informed decisions about menu changes, staff training, and service enhancements.

Help your business get found
Consistent engagement with reviews can boost your restaurant's visibility in local search results, attracting more customers.



Repeat business
Engaging with customers through review responses can encourage repeat business. Proactive communication has been linked to improved customer retention.



Where to Monitor Reviews (and Tools to Use)
It’s hard to respond to reviews if you’re not actively monitoring them. Reviews can come from multiple sources. You might be getting feedback in more places than you realize.

Start by focusing on the big platforms:

• Google Business Profile – Arguably the most visible and impactful place for reviews.

• Yelp – Still widely used for restaurant decisions, especially in urban areas.

• TripAdvisor – A key source for tourists and travelers.

• Facebook – Reviews often live under the “Recommendations” tab.

• Delivery apps – Uber Eats, DoorDash, Grubhub, and others typically collect and display ratings and written reviews after every order.

To make tracking easier, consider using review management tools like:
GatherUp or ReviewTrackers – These pull reviews from multiple platforms into one dashboard and can automate alerts and reports.
Google Alerts – Set up your business name as a keyword to be notified when it's mentioned online.

Make sure you’re covered when delivery driver error is to blame for negative reviews

Mistakes happen, but all too often, an error on the part of a 3rd-party food delivery driver reflects poorly on your business. 

PrepProof automatically identifies if driver error is to blame for bad customer experience, helping you fight back against chargeback and negative reviews.