Less than 45% of UK Businesses Respond to Online Reviews – Here’s Why That’s a Problem

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A recent statistic revealed that just 44% of UK businesses actively respond to online reviews and ratings. This is a missed opportunity on a massive scale.

In today’s digital-first world, online reviews are public conversations about your business. Choosing not to engage in those conversations means forfeiting valuable chances to build trust, resolve issues, and demonstrate your commitment to customer satisfaction.

For any business that wants to grow, retain customers, and stay competitive, review engagement is no longer optional — it’s essential.

Why Responding to Reviews Matters

Responding to online reviews isn’t just about damage control. It’s about building relationships.

When you acknowledge customer feedback — whether it’s positive, neutral, or negative — you’re showing your audience that you listen, you care, and you’re committed to improvement. This helps foster trust and enhances your reputation in a very visible, very public way.

Key benefits of responding to reviews include:

  • Improved brand reputation
  • Stronger customer loyalty
  • Higher conversion rates
  • Increased visibility in search results

And with 89% of consumers reading businesses’ responses to reviews (good or bad), it’s clear that your replies are just as important as the reviews themselves.

How to Respond the Right Way

If you're part of the 56% of businesses currently ignoring online feedback, the good news is that it’s easy to change that. Here are some simple but effective tips:

1. Don’t Just Listen – Respond

Monitoring reviews is helpful, but it’s not enough. Customers want to be acknowledged. By responding thoughtfully, you show that their voice matters and that your business values transparency.

2. Stay Neutral, Professional and Empathetic

When responding to negative reviews, stay calm and courteous. A defensive tone only fuels further dissatisfaction. Instead, acknowledge the issue, express empathy, and offer a clear path to resolution. This can often turn a critic into a loyal customer.

3. Be Timely

Time matters. Responding quickly shows that you take feedback seriously and prioritise customer service. Aim to reply within 24–48 hours where possible. A fast response can de-escalate negative experiences and demonstrate responsiveness to potential customers.

4. Personalise Your Replies

Generic, copy-paste responses can feel robotic. Address the reviewer by name if possible, and reference specific points they raised. This helps customers feel seen and appreciated. Even a few tailored lines can go a long way.

5. Go Beyond ‘Thank You’

While appreciation is important, a simple “thank you” isn’t always enough. Add a detail or two that shows you’ve read their feedback. For example:

“Thanks for the kind words, Sarah! We’re so pleased to hear you enjoyed our same-day delivery service — we work hard to keep it fast and reliable.”

Take Action: Make Review Management a Habit

Engaging with reviews shouldn’t feel like a chore. With the right tools, you can make it a seamless part of your daily operations. Platforms like Trust Medium make it easy to track, manage, and respond to customer feedback all in one place.

From your Trust Medium dashboard, you can:

  • View all your recent reviews
  • Respond directly within the platform
  • Monitor trends in customer sentiment
  • Turn feedback into actionable improvements

Final Thoughts

Businesses that respond to reviews set themselves apart. They show they’re listening, they’re human, and they care — qualities that modern customers deeply value.

In a world where nearly 9 in 10 people read reviews before making a purchase, your responses aren’t just good customer service — they’re public proof of your business’s integrity and professionalism.

Don’t be part of the silent 56%. Start responding. Start engaging. Start building trust.