Important: Reviews and other user contributions to Google Maps must reflect a genuine experience. Offering incentives, like free or discounted goods or services, in exchange for customers to post reviews, change reviews, or remove negative reviews is considered fake engagement and is strictly prohibited. Learn more about Business Profile restrictions for policy violations.
Learn about best practices to get more reviews
- Remind customers to leave reviews: To leave reviews, you can ask customers to visit a Google link or scan a QR code. Learn how to create a Google link or QR code to request reviews.
- Reply to reviews: Show customers that their feedback matters. Learn how to read & reply to reviews on Google.
- Value all reviews: Honest and balanced reviews can help potential customers decide. A mix of positive and negative feedback often feels more trustworthy. As best practice, reply to reviews and share your perspective.
Tip: Customers must be signed into a Google Account to leave a review. They can set one up with a non-Gmail email address. Learn how to create a Google Account.
Tips to write better review replies
Your replies are public and help you build good relationships with customers. When you reply to customers, keep these guidelines in mind.
Make your replies positive & relevant
- Be nice and stay professional: Keep your replies 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 genuine and helpful replies, but long ones might overwhelm them.
- Respond if necessary: Reply when you have new or relevant info to share. Each response can reach many 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
Important: You can flag a review if you believe that it violates Google’s content policies. Learn how to report inappropriate reviews.
Negative reviews aren’t necessarily a sign of poor business practices. Customer feedback presents opportunities to learn what they expect and may help you find ways to improve future experiences.
When you reply to negative reviews, consider these tips:
- Protect privacy and avoid personal attacks: Never share the reviewer’s private info. Do not attack them personally. This applies on Maps, other services, or in person. You can request the reviewer to contact you, in person, email, or phone to help 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 and explain limitations: 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. For example, if 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 express that you understand how they feel.
- Personalize your reply: 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.
