10 Must-Have COVID-19 Review Response Templates

How to Respond to Reviews During Covid-19 outbreak: Review Templates

We know COVID-19 has impacted millions of businesses across the country. It’s been a stressful time for brands trying to protect the health of their employees and customers as well as their brand reputation. We’ve made it easier for your brand to respond to coronavirus related reviews with these 10 templates. 

How to Respond to COVID-19 Reviews

How to Respond to Positive Reviews:

  1. Thank the customer
  2. Get specific
  3. Address any COVID-19 efforts your business implemented. 
  4. Entice them to come back

 How to Respond to Negative Reviews:

  1. Apologize and thank them for their feedback
  2. Respond appropriately
  3. Address any limitations due to COVID-19 and reiterate any changes to business policies.
  4. Invite the conversation offline
  5. Keep it short and sweet

Review Response Template Best Practices:

  • Keep your brand voice consistent.
  • Write with a sensitive and empathetic tone.
  • Rotate your templates.
  • Include contact information.
  • Templates don’t work for every review – when in doubt, write it out.

Template 1 – How to Respond to Reviews with Little Text

Positive Review Response: 

Hi [NAME],

We’re delighted to hear about your positive experience here. With all the COVID-19 related changes our business has had to adapt to, our team is very appreciative to know our efforts have been paying off. Thank you for taking the time to rate us, we look forward to delivering a positive experience.

Negative Review Response:

Hi [NAME], 

We apologize if the issues you are referring to occurred during our COVID-19 limitations, we look forward to providing you with improved service soon. If you’re open to discussing your experience further, please call or email us at [phone/email]. 

 

Template 2 – How to Respond to COVID-19 Related Reviews for Multi-Family or Property Management Brands 

Positive Review Response:

Hi [NAME], We are very happy to hear you are pleased with our adjustments to our policies for those who may have been affected by COVID-19. At this time, our number one priority is the health and safety of our tenants. 

 

Negative Review Response:

 

 

Hi [NAME], 

Thank you for bringing this to the attention of management. Be assured that no late fees have been charged and no evictions have been filed for late payment of [month of] rent. We have advised all tenants that if nonpayment is due to the COVID-19 pandemic, to please contact our property manager at [phone number] for assistance.

 

Template 3 – How to Respond to COVID-19 Related Reviews for Restaurant Brands

Positive Review Response: 

 

Dear [NAME], 

Thanks for taking the time to leave such a wonderful review. We are incredibly grateful to have your support and recognition during this unprecedented time. Our company values customer satisfaction as a top priority and our team is dedicated to providing exceptional service, whether it’s for dine-in, pickup, takeout, or delivery. We look forward to serving you again. 

Negative Review Response:

Dear [NAME], 

We’re extremely sorry that your experience with us was not up to par. We pride ourselves in providing quality customer service. Due to COVID-19, there have been certain limitations placed on our business, and our team has had to adapt to many changes. We hope that you will give us another opportunity. Please reach out to us on [phone number] or email us at [email address] so we can learn more about this issue. We’d love to make it up to you.

 

Template 4 –  How to Respond to COVID-19 Related Reviews for Grocery Brands

 

 

Positive Review Response:

Dear [NAME], 

Thank you so much for taking the time to share your feedback with us. It truly means a lot to have our customers share their positive experiences, especially during this time. Our team has worked hard to ensure that all health and safety concerns of our customers are met. I’m glad you enjoyed your experience here!

 

Negative Review Response:

Dear [NAME], 

We’re very sorry to hear your expectations weren’t met. COVID-19 has placed constraints on our services, however, we are working hard to overcome these challenges. Please reach out to us on [phone number] or email us at [email address] so we can learn more about your experience. If you give us the chance, we’d love the opportunity to resolve this. 

 

Template 5 – How to Respond to COVID-19 Related Reviews for Automotive Brands

Positive Review Response: 

Dear [NAME], 

Thank you very much for sharing your positive experience with us. We are committed to keeping our prices fair and customer service as high as possible. We’re glad to hear the extra precautionary measures we have taken towards protecting your health and safety has made a difference. 

 

Negative Review Response:

Dear [NAME], 

Thank you for your feedback. We’re very sorry our service did not meet your expectations, as we always pride ourselves on excellent customer service. We have implemented new changes to our policy to ensure the safety and health of our customers are being met. Please let us know how we can make this up to you by reaching out to us at [phone number] or [email address]. 

 

Template 6 – How to Respond to COVID-19 Related Financial Services Reviews

Positive Review Response:

Dear [NAME],

Thank you very much for your positive review. It’s incredibly helpful to know our updated COVID-19 policies and extra level of support from our team has made such a difference for you. We hope you return again soon!

 

Negative Review Response:

 

 

Dear [NAME], 

We’re very sorry your visit with us fell short of expectations. We appreciate your patience with us as [company name] continues to adapt to all COVID-19 related changes. We’d like to use your feedback to improve our experience, so we can continue to serve our customers with the best possible service. Please reach out to us on [phone number] or email us at [email address] so we can provide a solution for you.

 

Template 7 – How to Respond to COVID-19 Related Reviews for Gym Brands

 

 

Positive Review Response: 

Dear [NAME],

Thank you so much for sharing your positive experience. We are always striving toward keeping our customers happy during this uncertain time. We’re happy to hear the changes we’ve made to our policies have helped you. We look forward to your return. 

 

Negative Review Response: 

 

 

Dear [NAME],

Thank you for sharing your feedback. We are sorry to hear that you are still receiving billing payments. We take your feedback very seriously. Our [title and name of manager] would like to address your concerns, please feel free to reach out by phone [phone number] or email [email address] so we can get this issue resolved immediately. Thank you for taking the time to write this review. 

 

Template 8 – How to Respond to COVID-19 Related Reviews for Care Facility Organizations

Positive Review Response:

Dear [NAME], 

Thank you very much for your positive feedback. We are overjoyed to hear that your loved ones experienced great care with us. Our staff is continuously going above and beyond to keep health and safety as a top priority for everyone’s well being here. We’re very appreciative of your kind words.

 

Negative Review Response:

 

 

Dear [NAME], 

Thank you for sharing your feedback. We’re very sorry to hear that your loved ones didn’t receive the best experience with us. There are strict requirements and protective measures that [company name] takes to ensure a healthy community for all. Please send your full name and phone number to [email address] and we will ensure that a patient advocate reaches out to the resident directly.

Template 9 – How to Respond to COVID-19 Related Reviews for Retail Brands

Positive Review Response: 

Dear [NAME], 

Thank you for sharing your positive feedback with us! We’re pleased to hear our additional services implemented during COVID-19 has been a factor in making your experience better. We appreciate the time you took to write this review. 

 

Negative Review Response: 

Dear [NAME], 

Thank you for taking the time to leave your feedback. We are committed to creating a comfortable and safe environment for all of our customers, and are sorry to hear about your experience here. We at [Company name] are working very hard to prevent any limitations and constraints from COVID-19 that may hinder our customers’ experience. We’d like to address this issue with you as we take our customers’ feedback seriously. Please contact us at [phone number] or [email address] when convenient so we can resolve your concerns. 

 

Template 10 – How to Respond to Reviews That Potentially Are Fake or Spam

Standard Review Response:

Dear [NAME], 

It seems as if you may have left this review in error. This review is in violation of [review site]’s policies and we have flagged it for removal. If you are using another name, please don’t hesitate to reach out to us at [phone number] or [email address] so we can resolve this matter.

These review response templates can help your brand respond to all COVID-19 related reviews in a timely manner. This is one of the most important times to ensure customer needs and expectations are being met. Chatmeter’s review responding tools give businesses all the tools they need to engage with customers. With features such as bulk responding, custom templates, and rotating template responses, brands can streamline their review responding process and gain full control of the conversation. Want to experience the Chatmeter difference? Schedule a demo with one of our experts today. 

 

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