Google review reply examples for 5-star reviews

A good reply to a 5-star Google review is two or three sentences: thank the person by name, mention something specific from their review, and say something true about what happens next. Avoid copying the same reply across every review, because future customers read the replies and notice.

Examples by situation

A first visit

"Thanks, Priya. Glad the lamb went down well on your first visit. The menu changes with the season in November, so there will be something new to try next time."

A regular customer

"Thank you, Tom. We always look forward to seeing you on a Saturday. I'll pass your note on to the kitchen team."

A review that names a member of staff

"Thanks for taking the time, Sam. I've shared this with Grace, who looked after you. It's good to hear the appointment felt unhurried."

Do not ask customers to name staff in reviews. Google banned that practice in 2026, as our post on the staff-name rule explains. Thanking staff a customer chose to name is still fine.

A review with a small complaint inside a 5-star rating

"Thanks, Ade, and thanks for the honest note about the wait at the till. We've added a second person on Saturdays from this week."

Only say you have changed something if you have.

A review with no text

A star rating with no comment can get a one-line thanks, or no reply. A long reply to a blank review looks automated.

What to avoid

• The same sentence on every review. Vary the opening and refer to what the person wrote.
• Marketing copy. "Visit our new spa menu at..." reads as an advert.
• Personal details the customer did not share, such as their treatment or order history.
• Long replies. Two or three sentences is enough.

Keeping replies consistent across branches

In a group, each branch manager tends to develop their own reply style, and some stop replying. Agree a short house style: tone, sign-off, what never to mention. Then check unanswered reviews per branch each week.

Loculens drafts replies in your business's existing reply style and keeps a list of unreplied reviews per branch. A person reads, edits and sends every reply; it does not post on its own. Our post on review reply automation sets out where that line sits.

Related reading from Braivex

Good reviews make good LinkedIn material if you stick to what customers said; see LinkedIn hook examples. If reviews keep praising the same staff member, our interview scoring sheet helps you hire more people like them.

Frequently asked questions

Should I reply to every 5-star review?

Replying to most reviews shows readers the business is paying attention. Short, specific replies are better than long ones.

Can I use templates?

Use them as a starting point, then add a detail from the review so each reply reads as written for that person.

Who should write the replies in a group?

Usually the branch manager, with head office checking unanswered reviews and tone.

Next step

See every branch's unreplied reviews in one list with a 14-day trial at loculens.braivex.com.