Google Review Reply Scripts (Positive & Negative)

Templates · Retention · Reputation

Google Review Reply Scripts

Respond within minutes using these pre-built positive and negative review scripts. Personalise the placeholders, stay on-brand, and keep your Google profile active.

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5★ Review Reply Template

Hi {{ reviewer }},

Thank you for the kind words about {{ highlight }}! We loved working with you in {{ city }} and we’re here anytime you need {{ next service }}.

— {{ team_member }}, {{ company_name }}

4★ Review Reply Template

Hi {{ reviewer }},

We’re thrilled you had a positive experience with {{ company_name }}. If there’s anything we could have done to earn the extra star, let us know at {{ support_email }}—we’re always improving.

Thanks again for trusting us,
{{ team_member }}

1★ / Negative Review Reply Template

Hi {{ reviewer }},

We’re sorry to hear this didn’t meet your expectations. We’ve opened a support ticket (#{ ticket_number }) and will reach out within 1 business day to make things right.

Please email us at {{ support_email }} or call {{ support_phone }} so we can resolve this personally.

— {{ team_member }}, {{ company_name }}

Escalation Workflow

  • Log the review in your CRM with tags for sentiment and service type.
  • Assign an owner to follow up within 24 hours (same day preferred).
  • If the issue is resolved, ask the customer if they’d consider updating the review.

FAQ

Should I reply to every Google review?

Yes—Google encourages active responses. Even short acknowledgements build trust and show prospects that you monitor feedback.

Can I copy/paste the same reply?

It’s better to personalise at least one detail (service, location, staff name) so your replies feel genuine and not automated.

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