Not every review will be glowing — and not all will be critical either. Somewhere in the middle lies the neutral or mixed review: a customer experience that was okay, but not outstanding. These reviews are often overlooked, yet they present one of the greatest opportunities for growth and customer recovery.
When a customer leaves a neutral review, they’re signalling that they had an experience that met expectations but left room for improvement. They’re not angry, but they’re not thrilled either — and that’s exactly where your thoughtful response can make a difference.
Here’s how to handle neutral reviews with professionalism and care, along with 5 tailored examples you can adapt:
Thank them for taking the time to leave a review, even if it's not glowing.
Show you’ve read the full review and that you’re attentive to the experience as a whole.
Inviting the reviewer to share how their experience could have been better shows a genuine commitment to improvement.
Aim to reinforce trust and encourage them to give your business another try.
“Hi [Customer Name], thank you for taking the time to share your thoughts. We're glad your experience was satisfactory, but we’re always aiming higher. If there’s anything we could do to make your next visit even better, we’d love to hear from you.”
“Dear [Customer Name], we appreciate your honest feedback and the opportunity to learn from it. If there’s anything you’d like to discuss or any suggestions you have, please don’t hesitate to reach out — we’re listening.”
“Hi [Customer Name], thank you for leaving a balanced review. We understand your experience was a mix of positives and areas for improvement. We’ve shared your feedback with our team to help us enhance our service moving forward.”
“Hello [Customer Name], we hear you and value your input. Your insights help us identify where we’re doing well and where we can improve. If there’s anything specific you’d like us to improve on, please let us know — we’d love to learn from your perspective.”
. “Thank you, [Customer Name], for your review. We’re always striving for 5-star experiences, and your feedback helps us get there. We hope to have another opportunity to exceed your expectations next time.”
Neutral reviews are more than just middle-of-the-road commentary — they’re a goldmine of insight and a chance to show customers that every voice matters. A kind, proactive response can help shift perception and open the door for stronger future interactions.
Don’t let a “meh” review be the end of the conversation. Use it as the beginning of better.