5 Review Response Templates for Franchises and Multi-Location Brands
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Managing online reviews across dozens—or even hundreds—of locations can feel overwhelming. But every review is an opportunity: a chance to show customers you care, protect your brand reputation, and boost local visibility.
For multi-location businesses and franchises, having standardized yet flexible response templates can save time, ensure consistency, and keep your brand voice intact across every location. Below are five ready-to-use templates you can adapt for your teams.
1. Positive Review Response
When to use: Customer leaves a glowing review with no complaints.
Template:
“Thank you for your kind words, [Name]! We’re thrilled to hear you had a great experience at our [Location] and we’ll be sure to share your feedback with the team. We look forward to welcoming you back soon!”
Why it works: Short, enthusiastic, and personalized—without overcomplicating things.
2. Mixed Review Response
When to use: Customer had a generally good experience but mentions one or two negatives.
Template:
“Thanks so much for your feedback, [Name]. We’re glad you enjoyed [positive mention], and we appreciate your note about [negative mention]. We’ll share your comments with our team so we can improve. We hope to see you again soon!”
Why it works: Acknowledges the positive, addresses the concern, and reinforces care.
3. Negative Review Response (Polite Apology)
When to use: A customer is dissatisfied with their experience, but the issue seems straightforward to resolve.
Template:
“We’re sorry to hear about your experience, [Name]. This isn’t the level of service we aim for, and we’d like to make it right. Please reach out to us at [contact info] so we can learn more and resolve this for you.”
Why it works: Empathetic, professional, and shifts the conversation offline.
4. Negative Review Response (Misunderstanding or Complex Issue)
When to use: Review contains inaccurate details or requires more context.
Template:
“Thank you for your feedback, [Name]. We’re sorry to hear about your concerns. We take reviews like yours seriously and would like to better understand what happened. Please contact us at [contact info] so we can discuss this further.”
Why it works: Corrects the record without sounding defensive, while opening the door to a private resolution.
5. Review with No Comment
When to use: Customer leaves a star rating but no written feedback.
Template:
“Thank you for taking the time to rate your experience with us! We’d love to hear more about what stood out (or how we can improve). Feel free to reach us at [contact info] anytime.”
Why it works: Acknowledges the review while inviting deeper engagement.
Scaling Responses Across Locations
Templates are a starting point, but multi-location brands need more than copy-paste replies. Consistency, speed, and authenticity at scale require orchestration. That’s where AI-powered solutions come in.
With SOCi’s Genius Reputation Agent, franchises and multi-location businesses can:
- Automate customized responses that feel human, not robotic
- Ensure brand-safe language across every location
- Reduce response times while improving customer trust
- Turn reviews into a driver of visibility and revenue
It’s All in How You Respond
The right review response templates save time, protect your brand voice, and ensure customers feel heard—no matter which location they visit. For multi-location enterprises, pairing proven templates with SOCi’s Genius Reputation Agent is the smartest way to transform online reviews into a growth engine.
