How to Request a Review Update: From Complaint to Resolved

Almost every business has received a negative review at least once. But what truly makes a company stand out is how it responds. A well-managed complaint can positively impact your reputation as it shows potential customers that you take concerns seriously.

Did you know you can request a review update once you’ve attended to your customer’s complaint and resolved their issue? Let’s explore how you can do this.

Address Concerns Swiftly and Effectively

If you get a negative review, the best approach is to acknowledge it without delay. A timely, professional response reassures the customer – and anyone else reading – that you care and are listening. This will automatically make them feel more at ease.

On top of this, search engines and review platforms favour active engagement, meaning that responding fast can positively impact your online visibility. Potential customers will also see that, should they ever encounter an issue, they can trust your business to resolve it efficiently.

Once the complaint is resolved, ask the customer to update their review or add a follow-up comment to reflect the outcome. This is so future readers can see how the situation was handled, proving your business takes customer satisfaction seriously.

Tips for Responding to Customer Reviews

Effectively responding to reviews, especially negative ones, requires a strategic approach. Keep the following tips in mind.

Respond Promptly

Customers expect businesses to be responsive. A slow or non-existent reply to a review, especially a negative one, can discourage potential customers. The reality is that 45% of consumers expect immediate or near-immediate customer support.

Stay Professional and Courteous

No matter how harsh the review may be, always respond with a professional tone. Avoid defensive language and focus on addressing the issue.

Acknowledge the Issue

Let the customer know you understand their frustration. A simple “We’re sorry to hear about your experience” can go a long way in de-escalating the situation.

Provide a Solution

Offer to rectify the problem and invite your reviewer to continue the conversation privately via email or phone. This shows that you’re serious about making things right.

Encourage a Follow-Up Comment

Once the issue is resolved, kindly ask them to leave a follow-up comment indicating the resolution. Hellopeter users can do this by logging into their account. Guide them with these instructions: 

“If you’re comfortable with it, we’d really appreciate it if you could add a comment to your initial review to say that this issue has been resolved. It will help other customers see the full journey of your experience. You can do this by logging into your account on hellopeter.com, clicking on the hamburger menu on the left of the screen, then on 'My Profile and Reviews' at the top of the menu. Find the initial review you wrote for our business, and click on the review body text, which will open the conversation. You will see that you can add a reply at the end to mention that the issue has been resolved and close the loop.”

Respond to Positive Reviews, Too

Engaging with happy customers strengthens relationships and encourages brand loyalty. A quick thank-you message shows appreciation for their support.

The Advantage of Hellopeter’s Follow-Up Emails

Hellopeter makes it easier to measure customer sentiment beyond the initial review. Four days after a review is posted, an automated email asks the reviewer how likely they are to recommend your business. If they don’t respond, they receive a reminder ten days later.

If you resolve issues before these follow-ups, you improve the chances of receiving a more positive Net Promoter Score (NPS). Since the NPS reflects customer perceptions after interacting with your business, proactive problem-solving means you can maintain or even boost your score.

Why Your NPS Score Matters

Your Net Promoter Score (NPS) is an important indicator of customer loyalty. It’s determined by asking a straightforward question: How likely are you to recommend this business to a friend or colleague? Responses fall into three categories:

• Promoters (9-10): Enthusiastic customers who will return and recommend your business.
  
  
• Passives (7-8): Satisfied but not fully engaged customers who could be swayed by competitors.
  
  
• Detractors (0-6): Unhappy customers who may discourage others from using your services.
  
  

The formula for calculating NPS is:

(Number of Promoters – Number of Detractors) ÷ (Total Responses) x 100

A higher score indicates stronger customer trust. Businesses scoring above 50 are performing very well, while 70+ means your credibility is through the roof!

Strengthen Your Reputation Through Reviews

Your business can build its reputation by actively addressing and resolving concerns. When potential customers browse Hellopeter reviews, they’ll see that your company takes service seriously and values its customers. This level of credibility sets your brand apart.

By using Hellopeter’s platform effectively and keeping an eye on your NPS, you can turn challenges into opportunities and foster lasting customer relationships. So, why wait? Start your free trial today!