Here's how best to respond to reviews - tips for increased trust and conversion

Written by Kim on April 24, 2025

Reviews: they are not only valuable feedback, but also the moment to show who you are as a webshop. Whether someone gives you five stars or a critical note - every review is an opportunity. In this blog, we will tell you how to capitalize on this.

Why respond to reviews?

A review is the beginning of a conversation. By responding you show that you hear and appreciate the customer. People prefer to buy from a shop that is committed and reliable. Did you know that over 80% of consumers consider reviews in their purchase decision? Then you can imagine what a good response can do!

Positive review? Here's how to make the moment even stronger

Say thank you A personal thank you is always in order. Think: "How nice to hear from you, [name]! Thank you for your beautiful words."Repeat the compliment Show that you really read what the customer said. For example, "We're glad the delivery went so fast, that's what we do it for!"Invite them back next time Conclude your response positively. "We hope to see you again soon!" always works.

Less positive review? Here's how to stay professional and human

A negative review sometimes feels like a slap in the face. Yet it's also an opportunity. Here's how to deal with it:Stay calm Don't get carried away with emotions. A friendly tone works wonders, even if the customer wasn't that friendly.Show understanding Show that you take the customer seriously. "What a shame that your experience was not to your liking. That's obviously not the point."Offer a solution State what you will do or what the customer can do to resolve it. And if it's something that was beyond your control? Then it helps to explain it nicely.Learn from it See a negative review as feedback that will make you better. Show that too: "Thanks for your feedback, we can work with that!"

Bonus: this is how you get more reviews (and therefore more opportunities)

Send an invitation automatically With WebwinkelKeur, you can simply set this up. Do it once, and you don't have to worry about it anymore. Choose the right moment Send the request a few days after delivery. Then the customer is enthusiastic and has had time to experience your product.Make it easy The fewer steps, the greater the chance that someone will leave a review. Fortunately, we also do our best to do so 😉By publicly responding to both positive and negative reviews, this can lead to more potential customers and thus increase the chance of collecting even more reviews. Tip: With the WebwinkelKeur PLUS and PRO package, you can personalize your invitations, set reminders and send your invitations from your own domain.

To conclude

Responding to reviews is more than just being neat - it's a way to build your brand, customer relationships and conversion. Whether someone is happy or disappointed: your response can make all the difference. So make your voice heard, be engaged and always remain friendly.