Replying to reviews lifts your conversion. Customers reading the page see how you handle feedback — that signals trustworthy more than the star average does.
Style: - Address them by their first name. Ghochen anonymises surnames on the customer card. - For 5★ reviews: a sentence is plenty. Reference the dish they ordered if you can. - For 3★ reviews: ask what would have made it perfect. Customers feel heard. - For 1–2★ reviews: acknowledge what went wrong specifically, then say what changed. Avoid "we're sorry you feel that way" — it lands as defensive.
When NOT to reply: never reply to abusive or off-topic reviews. Use "Flag for support" instead — Ghochen support reviews the rating and can remove it if it breaches the community guidelines.
Tope can suggest a draft if you ask. The chat-tab quick-prompt "Summarise today's reviews" is the fastest way in.