<a href="https://www.feefo.com/uk/business/features/respond-to-reviews" target="_self">Responding to reviews</a>, both positive and negative, can help to strengthen customer relationships, improve retention rates and promote your business to others.However, there is some room for improvement when it comes to businesses responding to customer feedback. <a href="https://www.feefo.com/uk/business/resources/customer-experience/navigating-the-negative-report" target="_self">Our own research</a> shows that close to half (43%) of consumers feel that companies have been less than effective at dealing with critical reviews.Meeting customer expectations when it comes to responding to feedback isn’t as simple as providing a ‘copy and paste’ reply. Your response puts your brand’s customer service in the spotlight. While a great review provides an opportunity to thank your existing customers and attract new ones, a negative review can offer the chance to turn a potentially damaging situation around.Opening a channel for honest feedback can seem daunting, but dealing with your negative feedback effectively can actually improve your reputation. This guide will help you and your team put together a solid strategy for responding to both positive and negative reviews, so you can provide the best possible customer experience and ensure you’re making the most of your customer feedback.<h2>Positive reviews</h2>Positive review writers are great promoters of your business. These people are likely to use your business again, and they’ll be making sure they tell their friends and family about you, too. By responding to your happy customers, you’re showing appreciation and extending their great experience with you long after they’ve received your product or used your service.<h3>The importance of replying to positive reviews</h3>It’s important to respond to your positive feedback – responding to reviews from happy customers can have a huge impact on both your customer relationships and your brand reputation, turning good experiences into great ones. Here’s how.<ul><li>You’re speaking to your biggest cheerleaders</li></ul>Positive reviewers are likely to be loyal brand advocates, who are more than happy to recommend your business to others. Interactions with these customers will strengthen these valuable relationships and ensure that these advocates speak highly of your business – both online and by word-of-mouth.<ul><li>You have an audience of potential customers</li></ul>All reviews are public – as are your responses. It’s important to show you acknowledge satisfied customers as well as those with an issue, to prove that you’re not just interacting with your customers when there’s a problem being aired publicly.<ul><li>There’s always room for improvement</li></ul>Positive reviews can still contain an opportunity to address an issue, however slight. Opening a direct line of communication with your loyal customers is an excellent way of discovering exactly how your business is doing, down to the minute details.<ul><li>It encourages more feedback</li></ul>Openly acknowledging and appreciating your customers’ reviews can encourage them to leave more feedback in the future, and more feedback means more insight for your business.<h3>How to reply to positive reviews</h3>An effective response to a positive review requires more than a simple ‘thank you’. Keep in mind that this customer has taken the time to say something great about you and your business, so your reply should reflect your appreciation.1. Thank the customerPerhaps the most important part of your response, your reply should open with a genuine thank you to the customer for both using your business and for taking the time to share their feedback. It sounds obvious, but appreciation goes a long way.2. Identify opportunitiesPull out the positives from their review: whether it’s the fantastic service, the quality of a product or the assistance of a member of staff. It shows you’re listening, and not just giving an automated reply.3. Leave a lasting impressionShow you value their review by telling them you’re taking action. Whether replying to say you will relay their comments to the team, or suggesting similar products they might like, this will assure your customer they did something worthwhile by giving you feedback.4. Show your human sideSign off with your name to make the response as personal as possible.

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<h3>Positive review response examples</h3>Your responses to positive reviews will, and should, all vary. There’s simply no ‘one size fits all’ response to use when it comes to replying to your feedback, but using a similar format for each of your responses – no matter which member of your team responds, or the usual tone of voice of your company – will ensure that each one of your customers is receiving the best experience you can offer.Here are some examples of effective responses to positive reviews.Example 1:‘Fantastic service, quick delivery. Perfect!’I was really happy with the price, and the delivery arrived the day before the estimate. Ordering was hassle free, and I’ll definitely use you again.“Thank you for your wonderful review. We’re delighted to hear you were happy with your purchase and that it arrived quickly. I’ve passed your comments onto the team, and we look forward to assisting you again in the future. Chris, Customer Service Manager.”Example 2:‘Aside from a website problem, everything else was great’I kept running into an error when booking through the website which was frustrating, but a quick call to Rachel sorted everything out. She was polite, professional and booked my flights in no time – thank you!Thanks for your review, Peter, and highlighting the problem with the website. Our technical team have now resolved the issue – sorry for any inconvenience. We’re delighted that Rachel could help – I’ve passed on your comments to her and the team. We’re looking forward to helping you with your flights in the future. Adrian, Head of Customer Success.”<h2>Making the most of your positive feedback</h2>Every positive review you have from a customer is an opportunity when it comes to your marketing activity. Negative reviews may highlight what areas of your business need some improvement, but positive reviews identify what you should promote. Whether it’s adding a testimonial to a social media post, a page on your website or on a paid ad, using feedback from your own customers is one of the easiest and most effective ways of promoting your business to new customers.<h3>Negative reviews</h3>No business can get it right every time, and sometimes situations beyond your control can result in an unhappy customer. Fortunately, if they have left a review, this is your opportunity to turn the situation around.<h3>The impact of negative reviews on your business</h3>Negative reviews can feel like the ultimate risk to your brand reputation and having them visible on a public platform might seem daunting, especially when potential customers tend to seek them out before committing to a purchase. While customers do sometimes search for bad reviews, it doesn’t mean they’ll be put off by them. <a href="https://www.feefo.com/uk/business/resources/customer-experience/navigating-the-negative-report" target="_self">A third (32%) said that seeing few or no negative reviews would make them delay their purchase</a>, and a further 22% would be suspicious of all reviews about that company.Customers are realistic and know that sometimes, things can go wrong. What makes the difference, though, is how businesses respond to those reviews from dissatisfied customers. <a href="https://www.feefo.com/uk/business/resources/customer-experience/navigating-the-negative-report" target="_self">Almost seven in ten people (69%) are happy to continue their purchase with a brand if they can see that a company has acknowledged a poor review</a>, apologised and offered a solution. Here’s how to do just that.<h3>How to respond to negative reviews</h3>Having a plan in place that outlines the procedure for handling negative feedback is essential. Make sure that all staff are trained to use the relevant process and are prepared to respond in a calm and effective way.1. Accept the review and take actionThe initial reaction to receiving negative feedback is often to remove or ignore, until it’s out of sight. However, there are no hiding places online, and acknowledging your bad reviews shows complete transparency to your customers. Do not remove negative reviews from your site, unless they’re inflammatory or obviously unrelated to your product or service. As we’ve mentioned, if customers believe your reviews are genuine, they’re more likely to trust your brand. Conversely, they’ll be suspicious of businesses that only <a href="https://www.feefo.com/uk/business/features/display-reviews" target="_self">display positive reviews</a>.Ignoring a customer who has taken the time to leave a negative review or complaint will only make the situation worse. Rather than leaving the review unaddressed and the customer dissatisfied, responding to their feedback could stop the customer from telling other people about their negative experience with you.2. Respond quickly and appropriatelyAddress the review as quickly as possible outside of the review platform. That way, when you come to respond to the review, you can discuss the solution – not the problem. The quicker you contact your customer about their issue, the faster you can respond to their feedback. You also reduce the risk of the customer venting their frustration through other channels, such as social media.The initial review should guide how you respond. Whether formal or informal, make sure you mirror your customer’s tone in your reply.3. Thank them for their feedbackAcknowledge their review by thanking them for leaving it. This shows you appreciate all feedback, whether positive or negative, and take it seriously.4. Identify and empathiseShow you appreciate their concerns by highlighting the issues they have raised. Empathise with their situation and acknowledge their frustration. If they have provided incorrect information, correct them respectfully.Always respect what your customer has to say, and no matter how much you disagree with them, it is important to leave out any feelings of frustration or anger. Be polite towards your customer and try to put yourself in their shoes to understand why they may be feeling that way.5. Take actionIf your business is at fault, apologise. If not, explain what has happened – but do not make excuses. Highlight any attempts to get in contact via phone or email, to demonstrate to other customers the lengths you are taking.6. Leave the right impressionDemonstrate the steps you have taken to resolve the issue, and provide any further action that either you, or the customer, should take.7. Learn and improveAs well as a chance to build customer loyalty, criticism is an opportunity to enhance your offering. Identify what went wrong, why, and make changes to prevent it happening again. Review your handling of the customer, and depending on what you find, either praise your service team or reevaluate your process.

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<h3>Negative review response examples</h3>By following these guidelines, you can provide an effective and respectful response to any negative feedback you receive. Here are some examples of how you can put these guidelines into practice, just remember, every response you provide should be completely unique to the situation at hand.Example 1:‘Rubbish. Order never arrived and customer services didn’t care.I was initially impressed by the price and selection, but despite saying the order would arrive in 2-3 days, it never did. Customer services couldn’t trace the order and all I could do was cancel it. Complete waste of time.’I am sorry to hear that your order never arrived, and that our customer care team couldn’t trace it. As discussed on the phone, this was due to a system error that did not alert you to the fact that the item was out of stock. I’m glad we were able to reorder, and I can confirm the problem has been resolved. Please do get in touch with any further questions. Alan, Customer Care.”Example 2:‘Only contains one, and it’s not as big as it looks.The quality of the product is pretty good, but it only comes with one, and it’s not very big. It looks much bigger in the picture. Disappointed.’Thanks for your time on the phone earlier. I’m glad you’re happy with the quality, although appreciate you thought you would get more than one. It does state the size and the quantity on our website, but as mentioned on the call, we will look at making this information more prominent. Please feel free to get in touch if we can help any further. Jane, Customer Services.<h3>Dos and don’ts</h3>As long as you keep these guidelines in mind, you can be sure you’re doing all you can to keep your responses professional, respectful and effective. Here are some other points to keep in mind when you respond to customer feedback:Do<ul><li>Use a standard salutation (Dear, Hi, Hello) and the customer’s name, if they have decided to display it</li><li>Try and keep your answers concise. Include all the details you need, but keep it brief and relevant</li><li>Ask questions if you need to, for example when a complaint is simply ‘not good’, or similar</li><li>Make it a dialogue. Reviews should be a two-way exchange of information, not a one-sided request</li><li>Make reference to any notes on the customer account that are relevant to the situation, demonstrating a unique response to their situation</li><li>When replying to positive comments, use your brand names and keywords where relevant to assist in search results</li><li>If a customer is untruthful, be sure to point out their inconsistency, such as if delivery has been attempted. Remember, other customers are reading</li></ul>Don’t<ul><li>Write a standardised reply to multiple reviews, or use any form of copy and paste text</li><li>Discuss events that have not happened yet, such as saying ‘I will call you shortly’, as opposed to ‘following our call…’</li><li>Say you are passing a complaint to another department or person. Instead, take responsibility</li><li>Fall prey to a personal exchange. Remain polite, professional and do not rise to counterproductive arguments</li><li>Appear overly formal, regardless of your brand. Consider how you would speak to the customer face-to-face</li></ul><h2>How to respond to reviews on Google, Yelp and Facebook</h2>Often, a customer’s first port of call in the decision-making process is a quick search of your online reviews on the most popular platforms. A search for your business name and the term ‘reviews’ won’t just bring up any existing customer feedback, but your responses too. It’s a good idea to make sure your strategy includes reviewing the feedback across these sites regularly, so that you’re keeping on top of what your customers are saying about you across the most visited platforms, Google, Yelp and Facebook.Ensure your team are prepared with the login details for each of your business accounts on these sitesand know exactly how to reply to customer reviews on each, so they can respond to all of your reviews swiftly.<h2>Google Reviews</h2>Google reviews show up in two places: Google Search and Google Maps. To <a href="https://www.feefo.com/uk/business/features/respond-to-reviews" target="_self">respond to your reviews</a>, sign into your Google Business Profile Manager account (formerly called Google My Business).Once you’re signed in, click the Reviews tab.To respond, click on the ‘Reply’ button below each review. When you submit your response, it will go live immediately, and the customer will be notified that you have responded with an email about five minutes after it has been submitted.<h2>Yelp</h2>To respond to Yelp reviews, you will need to have claimed your business page on Yelp already and be logged into your Yelp for Business Owners page. Once you’ve signed up, just click on the Reviews tab.From here, you will be able to respond to each individual review with a public comment or a direct message, which will be private. Although we would always recommend writing a response to your customer reviews, Yelp does include a feature that allows you to acknowledge the feedback instead via a Thanks button.<h2>Facebook</h2>Facebook reviews appear as an automatic feature on your page once you create your business account. You can respond to these reviews just as you would respond to a Facebook comment, or alternatively you can reply through your Facebook Business Manager account.<h2>How can Feefo help?</h2>To effectively manage and respond to your customer feedback, you need the following in place:<ul><li>A clear strategy and set of guidelines for managing feedback, and for addressing criticism as constructively as possible</li><li>The capacity to engage your reviewers in a two-way dialogue in which you can have conversations with your customers</li><li>A robust review verification process so you know the customer insight you’re acting on is real</li></ul>Feefo’s reviews and analysis platform supports you to treat your customers as individuals. From personalising review requests to responding to feedback directly, you can ask the right questions at the right time, so you can learn more about your customer, your business, and where you can improve.With Feefo, you can be sure that you only ever receive genuine feedback from customers who have actually used your business. We only send review requests to verified customers, so you will never receive, or act on, <a href="https://www.feefo.com/uk/business/features/brand-reputation" target="_self">fake comments</a> about your products or your service.To find out more about how Feefo can help strengthen your customer relationships and <a href="https://www.feefo.com/uk/business/resources/customer-experience/how-to-improve-your-brands-customer-experience" target="_self">improve customer experience</a> across every touchpoint, <a href="https://www.feefo.com/uk/business/enquiry/get-in-touch" target="_self">get in touch</a> with our team.

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A complete guide on how to respond to positive and negative reviews

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In this guide, we’ll cover the ins and outs of negative reviews, including how best to respond, so you can start winning over your unhappy customers and turning those unhappy reviews into something positive.<h2>Why do people leave negative reviews?</h2>Here are our three main reasons why customers leave negative reviews for all the right reasons:<ol><li>They’re unhappy and want a solution — The customer was too shy to complain directly, or they’ve tried to get in touch through other channels and haven’t received a response. They may have left that one-star review in a bid to get a solution from you; whether that’s financial compensation, a fix for their problem, or a simple apology and promise that it won’t happen again.</li><li>They want to warn others not to use your company — If a customer has an extremely bad experience, they may feel that it’s their duty to warn others about your business.</li><li>They want to see your company improve — Customers may feel the problem they encountered wasn’t worth complaining about directly, but it should be mentioned in an honest review. The good news is because they’re leaving the review to make sure this problem never happens again, they’re likely to return as a loyal customer — especially if you can offer an apology and solution.</li></ol><h2>Three other reasons why your customers aren’t writing positive reviews</h2>A lack of strategy when it comes to collecting reviews could also mean you’re only attracting negative feedback.Here are three other reasons why your customers aren’t writing positive reviews and what to do to fix them.1. It’s too difficult to leave a review<a href="https://www.feefo.com/uk/business/resources/customer-experience/navigating-the-negative-report" target="_self">67% of consumers</a> say that a review process that takes too long would put them off leaving feedback. Anyone that did want to write a positive review is likely to give up, while those with a complaint to make will get even more frustrated by a cumbersome feedback form. The solution? Make the process as clear, quick and easy as possible.2. You’re not asking for reviewsUnless they’ve received amazing service or had a dreadful experience, customers are unlikely to go out of their way to leave your business a review unprompted.To ensure you get the best (and most) feedback possible, ask every customer and client for their honest opinions. Not only will this help you collect more positive feedback, but it will also guarantee they are using a platform that is visible to other customers and you can analyse.3. Your customers don’t know what to writeMany customers want to provide your business with constructive and helpful feedback but aren’t sure what to write. This means those who wish to leave positive and honest feedback simply don’t bother, leaving the most frustrated customers to dominate your reviews.When asking customers to write a review, think about what you’d like to know more about. Be sure to prompt each customer to comment on the aspects of your service you want feedback on – this will encourage them to write better, more insightful reviews.

<h2>How to respond to negative reviews</h2>Responding to negative reviews is vital; ignoring them could lead to a loss in customers and damage to your company’s reputation. Here’s how you should respond in a way that will win over even the most disgruntled customer and persuade prospects reading that negative review to still buy from you.<h3>1. Have a policy in place</h3>First and foremost, if there are multiple people responding to feedback in your company, put a policy in place to ensure all replies are consistent. This doesn’t mean businesses should copy and paste their responses, but they should have a similar tone of voice that’s specific to your brand and audience.<h3>2. Be polite</h3>Try to remember why the customer is leaving feedback. No matter how harsh the review, they aren’t being malicious, so focus on identifying their problem and coming up with a solution.<h3>3. Act fast</h3>In the age of social media, consumers expect a fast response — especially when they’re unhappy. Prioritise responding to one-star and two-star reviews to avoid the issue escalating further and so anyone reading your reviews can see your reply quickly.<h3>4. Say sorry</h3>Sorry needn’t be the hardest word and it certainly doesn’t mean you’re admitting fault. Saying sorry simply means you’re acknowledging the customer is upset and shows that you care.<h3>5. Offer a solution</h3>What are you going to do to make sure this issue doesn’t arise again? How are you going to make things right? An appropriate solution to the problem will very much depend on the review, but it could be anything from a sincere apology to a full refund.<h3>6. Contact the customer offline</h3>It’s important to publicly respond to a negative review, not just for the reviewer’s sake, but so any potential customers reading can see your reply.However, you don’t want to create a public back and forth with the customer. Instead, get in touch with them offline first to see if you can get the issue resolved. If they aren’t responding to your calls or emails, mention that you’ve tried to get in touch with them in your public review response and that you’d like to get their problem solved as quickly as possible.Never tell the customer that they must contact you, as this creates additional work for the customer, which could annoy them further.<h2>How businesses can benefit from negative reviews</h2>While a significant number of negative reviews can be harmful to your business, the <a href="https://www.feefo.com/uk/business/resources/customer-retention/consumer-trends" target="_self">Feefo 2019 Consumer Report</a> highlighted that 52% of consumers are suspicious if a business has no negative reviews at all.So instead of trying to eliminate all bad reviews completely, companies should be leveraging them to benefit their business. Here’s how you can take advantage of negative reviews:<h3>1. Show off how great your customer service team is</h3>Every bad review is a chance for your customer service team to shine. Getting back to customers quickly, giving helpful answers, and even a simple bit of kindness can go a long way toward defusing most situations.<a href="https://blog.hubspot.com/service/customer-service-stats" target="_blank">93% of shoppers</a> are likely to make another purchase with companies that demonstrate excellent customer service. But shoppers aren’t as patient as they used to be. A further <a href="https://www.reviewtrackers.com/reports/online-reviews-survey/" target="_blank">53% expect a response to their negative review within seven days</a>.Good or bad, every review is your opportunity to show off your business and get customers, new and old, back on side. The quicker you resolve the issues, the more they’ll be willing to come back and spend with you in the future.<h3>2. Put your bad reviews in the spotlight</h3>Being able to read a mix of good and bad comments from other customers proves the authenticity of your company and gives shoppers the confidence they need to hit that ‘buy’ button.As with most things, it’s a balancing act. Too many good reviews and you run the risk of not being believed; too many negative reviews and shoppers start to worry.There’s no golden ratio, but somewhere between 4 and 4.9 stars is where you want to be aiming.<h3>3. Stop ignoring unhappy customers</h3>More often than not, the worse the experience someone has had with you, the more there is to learn about how to improve for next time.Amazingly, <a href="https://blog.hubspot.com/service/state-of-service-2019-customer-first?__hstc=97396736.e45f4eb66590092e6bc3f6541efd6100.1659533547203.1662348214056.1662350615182.58&__hssc=97396736.4.1662350615182&__hsfp=1928180409" target="_blank">42% of businesses still don’t listen to their customers at all</a>. Whether you’re <a href="https://www.feefo.com/uk/business/features/collect-reviews" target="_self">collecting reviews</a>, running surveys, or listening in on social media, what your customers are saying about you is the best way of finding out how they really feel about your business.<h2>How to manage fake reviews</h2>It’s possible some of the ratings and reviews you’re receiving are fake.Some unscrupulous businesses target their competitors by paying others to write fake negative reviews, in the hope it will damage their brand. Other consumers write harsh, unfair reviews to try and get the business to give them a refund or free product.If <a href="https://www.feefo.com/uk/business/features/brand-reputation" target="_self">fake reviews are damaging your reputation</a>, here’s what you can do to try and tackle them.<ul><li>Find out if they’re a genuine customer or not</li></ul>Depending on the platform, you may only have limited information about the person that’s left the review. Investigate and find out whether they could be a genuine customer or not. If they are, respond, get in touch with them, and try to get to the bottom of their issue.<ul><li>Reporting fake reviews</li></ul>If they aren’t a genuine customer, you will need to report or flag the review and request that it is removed. However, some reporting functions are better than others, and flagging a review may not be enough for it to be investigated. You may need to flag it multiple times before it’s removed.<ul><li>Use a closed-review platform</li></ul>Negative reviews received through a closed-review platform, such as Feefo, are unlikely to be evidently defamatory because of tools like language checkers. Closed-review platforms can convert negative reviews from a slant against a company to an opportunity for improvement.The facility to respond directly and engage the consumer is provided alongside customer insight tools to feed into further and onward business development.<ul><li>Treat the feedback as professionally as possible</li></ul>If reporting a potentially fake review doesn’t work, you should still respond to it to show other customers that you’ve acknowledged the feedback, even if you suspect it might not be genuine. Avoid making any direct claims that the review may be fake.Learn more about spotting and removing deceitful feedback with our <a href="https://www.feefo.com/uk/business/resources/customer-experience/how-to-spot-remove-and-prevent-fake-reviews-for-your-business" target="_self">guide to fake reviews</a>.<h3>Can a business sue over a fake review?</h3>There’s currently no precedent for it in the UK, but you can attempt it. What has happened previously is that a business that hosts consumer reviews has disagreed with the content of the written review and taken legal action against the reviewer. The courts have then had to judge whether the review’s content is defamation.Some may say that a company suing for a bad review is an inevitable event on an open-ended review platform, as there is no moderation, service verification, or guarantee of authenticity.Whilst businesses have the ‘right to reply’ on open-ended review platforms, they can do little else.

<h2>How businesses can improve a bad online reputation</h2>Whether you’re too late in responding to negative customer feedback or you’ve suddenly received an influx of bad reviews, they can harm your business’s reputation.However, businesses can make amends to a poor reputation and what matters the most is how it’s dealt with and what’s learnt from it. <h3>What constitutes a bad online reputation?</h3>A poor online reputation can be from one or a combination of factors. It may include frequent bad customer reviews, social mentions with a negative spin, false reviews, or deliberate reputational attacks. Whilst businesses are unable to assert control over what consumers say, think, or act upon, they should monitor and react accordingly.<h3>What is Online Reputation Management (ORM)?</h3>Online Reputation Management is the practice of monitoring and neutralising negative sentiment to ensure that a brand is thought of positively. Originally known as just Reputation Management, it has historically garnered some controversy for the concealment of negative business activity. However, it's now considered more of a customer service tool, allowing brands to intervene and aid consumers rather than cover up their criticisms.<h3>How to fix a bad online reputation</h3>There are several strategies that businesses can adopt to fix a bad reputation and avoid it escalating further: <ul><li>Start collecting customer reviews</li></ul>Whether or not there’s an official space to do so online, customers will be giving reviews of a brand’s products, services and/or experiences. So, businesses should try to curate reviews and feedback in a moderated manner. Feefo operates as a closed-review platform to only allow genuine customers to leave public reviews for complete authenticity and trustworthiness.<ul><li>Use customer insights to make improvements</li></ul>Once the reviews are in, your company will need to extract the value within the content. Feefo offers a myriad of customer insight and data analysis tools from which brands can learn about real customer behaviour, sentiment, appetites, and expectations both qualitatively and quantitatively. Use this data to guide business development practices, as well as to identify customer trends, resolve any issues, and implement any ‘quick fixes’ as required.<ul><li>Stay active on social media</li></ul>An active social media presence on the appropriate channels for a company’s target audience permits the publication of corporate and marketing messaging, PR campaigns, tailored adverts, and customer interaction and engagement. It can be used to both attract new customers and retain existing ones, as well as to lend credibility to a brand and establish it as an industry leader in its field.<ul><li>Track online mentions</li></ul>Tracking mentions of a brand name, product name, or service name should be considered an imperative piece of any business’ ORM toolkit. Many online analysis tools offer a free service scalable to bigger firms with additional insight, reply, and sentiment functionality built in. Tracking mentions of a business online is now a mainstream practice and acts as a brilliant method of identifying and resolving issues before they escalate.<ul><li>Develop impactful PR campaigns</li></ul>Creating impactful PR campaigns and marketing messaging are two keys to building a positive perceived value and reputation around a brand. Online messaging is no longer about just your website — social media presence, customer experience, and online reviews help others to create informed decisions about a brand. They help to curate a positive image and, therefore, a positive public perception.At some point, all businesses experience negativity online. But, the key is the management of which is supported by a robust ORM strategy. With Feefo, we place businesses in the best possible position to do so should such a situation arise.<h2>Make the most of negative reviews with Feefo</h2>Listening to negative feedback is vital for your business to improve and can helpyou identify underperforming staff members, stores, products, and more. It also builds trust with both existing and potential customers. If you’re still struggling with negative reviews or fake feedback, get in touch with our friendly team today and we can recommend a solution for you.

A complete guide on how to respond to positive and negative reviews

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