The short answer is yes.
It's best practice for all of your customer communication: positive, neutral, and negative reviews.
To make this a quick, simple, and succinct process, start by creating some quick replies for your brand.
For negative reviews
First, start by thanking them for taking the time to reach out! Next, you should always include an ask about what could have been improved. Avoid starting with an apology, as this starts off with a negative tone. Being positive communicates with your customer that you want to improve their experience and that you've taken their complaint seriously. Some examples are below:
- "Thank you for your valuable feedback. Help us improve our service by sharing more about your experience this time. #learningeveryday"
- "Thank you for your feedback. May we ask what we could improve? We'd be grateful to learn from you, as every customer's experience is valuable. Feel free to write us at email@example.com"
For neutral reviews
Try to think of neutral reviews as a space to grow from an engaged customer who probably wants to come back to a better experience. Potential customers look at all of your habits and feedback online and are observing how you interact with your customers.
- "Thank you for your feedback, Karen. Would you mind sharing what would make your 3-star experience a 4-star experience?"
- "Thank you for your valuable feedback. Help us improve your next visit by sharing more about your experience. We'd love to make it even better for you.''
For positive reviews
For positive reviews, a simple, personalised and genuine thank you is perfect. You can mix it up by saying,
- "Thank you, Kate. Glad you had a great time."
- "Thanks, Dave, we're happy to hear you enjoyed your time with us."
- "Awesome, Stefan. We look forward to welcoming you again!"