July 15, 2022

How to Reply to Customer Feedback

reply to customer feedback

Reviews have the ability to make a restaurant the hottest place in town or leave them languishing at the bottom of the food chain if they fail to live up to expectations. Diners often take to high-traffic sites on the internet to post their comments about an eatery, such as Google, Yelp, TripAdvisor, etc. However, when a customer does leave positive or negative feedback about your restaurant or cloud kitchen, how should you reply to it? Don’t fret because we at Kitchen Connect have prepared a few samples you can use to create the perfect response to any review. 

Before delving into the different ways you can respond, it is first necessary to gain a deeper insight into just how vital reviews are for your F&B business. 

  • People are most likely to read reviews about restaurants in comparison to other types of businesses
  • 31% of customers are ready to fork out more money at eateries that have positive feedback from diners online
  • 88% of people have as much faith in online reviews as they do in recommendations given to them by family and friends

These facts should serve as an eye-opener in regard to how crucial it is for restaurants to have positive reviews online. When customers post any feedback, it is imperative that you reply to them as soon as possible. However, when doing so, be ready to sample different approaches as you will face a myriad of situations. Interestingly, 20% of customers expect eateries to respond to their remarks within a day. 

You have to go above and beyond to satisfy your customers when replying to their positive or negative feedback, meaning you can’t just say “thank you” and leave it at that. You need to show more appreciation and connect with them on a personal level, so they keep coming back and recommending your restaurant to others. You will be able to learn all this and more from the samples we have provided. 

What to remember when responding to reviews 

what you need to know about replying to customer feedback

There are a few key things to keep in mind when you reply to positive or negative customer feedback. The samples below will have more information, but be sure to implement the following in your response. 

  • Research goes a long way – This is really good advice for negative reviews. If you come across one, you should immediately speak to your staff to better understand what led to the patron having a bad experience. It also pays off to do some research about the customer and find out what they have said about other F&B establishments to concoct the ideal response to their remarks about your business. 
  • Don’t be ruled by emotions – No doubt you will be thrilled when positive reviews are posted online about your restaurant. However, when negative comments are left, don’t become over-emotional and respond with something you later regret! 
  • Get back to everyone – Every customer who takes the time to leave a response, regardless of whether it’s positive or negative, deserves a reply. Remember, 45% of those who criticise your business will be open to returning if you respond to their feedback.
  • Don’t wait too long – When diners post reviews, don’t take an age to respond to them as it can make them feel disrespected and upset. You can set up a Google alert if you want to stay on top of all comments posted about your F&B business. 
  • Stay upbeat – It’s easy to have a smile on your face when positive reviews are posted about your restaurant. However, it is also important not to get crestfallen when you reply to negative customer feedback. If they recommend changes, be willing to hear them out and implement them too. Ultimately, our samples will give you a better idea of how to approach such situations. 

Samples of how to reply to reviews

An endless number of response options are available when replying to positive or negative customer feedback. Here are a few samples you can utilise to ensure you hit the mark every time! 

1. Response to reviews praising the food


Thank you for the kind words. We’re delighted to hear that we share the same passion for food and you had an unforgettable experience when dining with us!  

Our staff will be exhilarated to read this review. The [FOOD ITEM MENTIONED] is one of their favourites on the menu and one they take pride in cooking as well. Might we recommend you try the [POPULAR FOOD ITEM NOT MENTIONED] when you visit us or place an order next time? We’re sure you’ll enjoy it just as much. We can’t wait to see you again!


2. Negative review without much information 


Thanks for leaving us a review. At [RESTAURANT NAME], we always strive to create incredible dining experiences for our customers and we apologise that we failed to deliver that when you visited our restaurant.

Could we ask you to get in touch with us at [PHONE NUMBER / EMAIL ADDRESS] and provide more information or suggest any changes we can make to ensure your dining experience is perfect next time? We hope to use this to improve our service and maintain our promise of delivering memorable experiences to all our customers.  


Let’s have a quick review

Now that you have a varying array of samples showing you the best ways to reply to positive or negative feedback from customers, you should utilise it to your benefit and ensure your restaurant maintains a healthy reputation. When you reply to customer feedback, it is essential to do so promptly. Also, be willing to listen to recommendations as they could bring in more customers and drive your profits through the roof. 

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