Manage customer reviews

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Customer reviews can give helpful feedback about your business. When you reply to their reviews, you show them that you value their feedback.

Manage your reviews

How to read & reply to reviews on Google [1:46]

Read & reply to reviews

Important:

Before you can reply to reviews, you must verify your business. After your business is verified, you can reply to reviews on your Business Profile.
If you believe that a review violates Google’s content policies, you can flag it. Learn how to report inappropriate reviews.

Go to your Business Profile.
Select Read reviews.
Next to the review you want to reply to, select Reply .
In the dialog box, enter your reply.
Select Reply.

Tip: Helpful and positive replies to reviews can show that you're responsive to your customers. Learn tips to write better review replies.

Understand what happens to your replies

Google reviews your replies: This makes sure that they follow Google’s content policies. If your reply isn't approved to be posted, you'll be asked to edit it. Replies usually take up to 10 minutes to review, but sometimes a review can take up to 30 days.
Your reply is publicly posted: If your reply is approved, it will be publicly posted under the customer’s review. It will appear like your business replied, and your personal name won't be shown.
The customer is notified: The person who wrote the review is notified when you reply. Customers can still change their review after reading your reply. If they change their review, the date on their review will change to show when the latest update was made.

Edit or delete your reply

Go to your Business Profile.
Select Read reviews.
Under the reply you want to edit, select Edit .
- If you want to delete your reply, select Delete Delete.
In the dialog box, edit your reply.
Select Update.

Share a link or QR code to request reviews

You can create and share a link or QR code to help customers leave reviews. To encourage them to use the link:

Include it in thank you emails
Add it at the end of a chat interaction
Include it on your receipts

To create and share a link or QR code:

Go to your Business Profile.
To find your review link, select Read Reviews Get more reviews .
Share the link or QR code directly or use the share options.
- To copy the review link, select Copy .
- To download the QR code:
  1. Right-click the QR code.
  2. Select Save image as....

Tip: If you share through email, the email linked to your Business Profile sends the email.

Share a link to a customer review

Go to Google Maps.
Search for your business’s name and city.
Select Reviews.
Next to the review you want to share, select More Share review.
In the “Share” pop-up window, select Send a link.
Under “Link to share,” you can find the review link.
- To copy the link, select COPY LINK.

Tip: To confirm that the link has been copied, “COPIED TO CLIPBOARD” appears next to the link.

About reviews for service-area businesses

When a customer reviews a service business, they may be asked to choose the specific service provided. They can choose from your list of services, as well as common job types for similar businesses. If a customer leaves a written review, their selection will show in the review. Learn more about reviews for service businesses.

Tips to write better review replies

Make your reply positive & relevant

Your replies are public and help you build good relationships with customers. When you reply to customers, keep these guidelines in mind:

Be nice and stay professional: Keep your reply clear, helpful, and polite. Like reviews, replies must follow our policies. Learn more about Google's content policies.
Keep it short and simple: Customers appreciate real and helpful replies, but long ones can overwhelm them.
Respond if necessary: Reply when you have new or relevant info to share. Each response can reach a lot of customers, so you don’t need to thank every reviewer publicly.
Be a friend, not a salesperson: Your reviewers are already customers, so there’s no need to offer deals or promotions. Share new details or facts about your business that they might not know from their first visit.

Give helpful responses to negative reviews

Negative reviews aren’t necessarily a sign of poor business practices. Customers may have different expectations. Reviews can also help you find ways to improve future customer experiences.

Important: If you believe that a review violates Google’s content policies, you can flag it. Learn how to report inappropriate reviews.

Keep these tips in mind:

Never share the reviewer’s private info or attack them personally: This applies on Maps, other services, or in person. Ask the reviewer to contact you in person through email or phone so you can help to resolve the issue. A positive reply and follow-up can show that you care and may encourage them to update their review.
Find out why the reviewer had a negative experience: Check your records about the reviewer and their visit.
Be honest: Admit mistakes that were made, but don’t take responsibility for things outside your control. Explain what you can and can’t do in the situation. Show how you handle issues beyond your control. For example, bad weather causes you to cancel an event, explain that you monitor the weather and send advance cancellation notices when possible.
Apologize if needed: Show empathy and that you understand how they feel.
Sign your reply with your name or initials: This helps your response feel more authentic.
Respond in a timely manner: This shows that you value your customer’s feedback and experiences.