Do you own or manage property and receive reviews? Wondering if you should be replying to those reviews? In short, yes you should. We look at why it’s important to reply to resident reviews and how to do it well. Learn what consumers value about review responses and how a timely response can even turn a negative review into positive exposure for your brand.
Should you respond to reviews?
Yes, you should. There are many benefits to responding to reviews, but we’ve pulled out a few highlights below.
75% of consumers say that companies responding to positive reviews is an important factor in their general purchase process. Responding to negative reviews was seen to be even more influential, with 85% saying this was an important factor (reputation.com).
A separate survey found that responses to reviews were second only to positive reviews and high star ratings in helping consumers feel positively about a business. (BrightLocal).
In addition, brands that respond to reviews tend to be higher rated overall by customers. A survey of over 48,000 businesses by ReviewTrackers found that the top 10% of businesses responded faster and more consistently than lower-rated organisations.
That same survey also found that 45% of consumers say they’re more likely to visit a business if it responds to negative reviews, showing that even negative reviews can be turned around with a good response.
Which reviews should I respond to?
Ideally you should aim to respond to all reviews, whether negative or positive. However, given the 85% stat above, responding to negative reviews should take priority if you have limited resources.
How should I respond to negative reviews?
Reply quickly, be courteous and acknowledge the issues raised.
It’s often tempting to get into a long discussion, putting your side across, but you still have someone who is, or has been, unhappy. Try and clarify any unanswered questions, always apologise and let the individual know what actions you’ll be taking. If someone is really upset, don’t be afraid to try and take the matter offline.
Finally, try to sign off your response with a name that will make sense to the reviewer. For example, ‘Sarah, Customer Service Team’. This personalises the interaction and give them a sense of continuity if the conversation continues elsewhere.
Remember, responding well to negative reviews can have a positive impact on your brand reputation. It shows confidence and generates trust with consumers.
How should I respond to positive reviews?
Responding to positive reviews allows you to highlight positive sentiment while reinforcing loyalty and creating a connection with a brand advocate.
The most important thing about a response is that it’s authentic, so don’t copy and paste the same response to every post. A simple thank you or letting the reviewer know that you’ll share their feedback with the team is ideal.
What else should I be doing with our reviews?
Use what you learn. Understanding feedback from your residents about their experiences and expectations is crucial strategic information for you and your business. Discuss reviews with your team, celebrate positives and discuss how you can address any negatives.
Consumers connect with transparent, trustworthy brands and remain loyal. We have a range of ways to help you amplify the positive impact of your reviews, ratings and any HomeViews Awards you may have won.
If you’re already a HomeViews Partner, contact your account manager for more details. If you’re not working with us, drop us a message to see how we can help you.
HomeViews is the only independent review platform for residential developments in the UK. Prospective buyers and tenants use it to make an informed decision on where to live based on insights from carefully verified resident reviews. Part of Rightmove since February 2024, we’re working with developers, house builders, operators, housing associations and the Government to give residents a voice, recognise high performers and to help improve standards across the industry.
