Negative Review Response Policy Audit for Owners
Check how your business replies to criticism and whether it helps.
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Audit my approach to negative reviews. The last [NUMBER_OF_REVIEWS] reviews with my replies: [REVIEWS_AND_REPLIES]. My stated review policy, if any: [REVIEW_POLICY]. The platforms I use: [PLATFORMS]. Score each reply from 1 to 5 on speed, tone, accuracy, privacy, offering a route to resolve, and avoiding argument. Make a table with Review, Reply, Scores, Risk (privacy, defamation-style, escalation), and Improvement. Identify patterns, such as replies that blame customers, replies with private details, replies copied word for word, or no reply. Write a one-page policy for the team: who replies, how fast, what to include, what never to post, when to take it offline, and how to request removal of a review that breaks the platform's rules. Provide three model replies. Do not suggest fake reviews or pressuring customers. This is not legal advice. Cite no time limit you cannot source. Use [JURISDICTION] and [RELEVANT_LAW_OR_POLICY_IF_KNOWN] as given. Point me to a consumer agency. Keep every draft calm and fair.
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Review | Reply | Scores (speed, tone, accuracy, privacy, route, no argument) | Risk 1 star, late order | 'We delivered on time. Check your emails.' | 2, 1, 3, 4, 1, 1 | argues 3 stars, slow service | 'Thank you; we are sorry. Please email us.' | 4, 4, 4, 5, 4, 4 | low Policy: owner replies within two working days; no private details; offer a private route; wait before posting; report reviews that break the platform's rules. Model reply: 'Thank you for telling us. Please email hello@example.com with your order number.'
Illustrative only, made-up data. Your results will differ and must be reviewed.