Boost trust, SEO, and customer loyalty by responding to reviews. Learn top review management tips and see how brands like Lexus lead the way.
Before a potential customer contacts your business, they’re already forming an opinion based on your online reputation. They want to know that their needs will be addressed quickly and reliably—that they can trust your business. Responding to your reviews is the easiest way to prove this to your customers.
Easier said than done! With so many responsibilities, managing reviews can feel like a low priority. But here’s why it matters: consistently responding to reviews builds trust, strengthens your reputation, and can lead to more customer growth and long-term success.
By making review management a priority, you create a positive feedback loop that fuels your business’s overall performance.
Customers are more likely to trust your business if you actively engage with feedback. Responding to all reviews, both positive and negative, shows your company values the customer experience and is willing to take action to improve service quality.
Example: Lexus ranks #1 on the Widewail Automotive Brand Reputation Scorecard, an annual study that uses millions of Google reviews to measure customer experience across the auto industry.
Lexus is tied for the highest review response rate among all OEMs, with a review response rate of 96%. While various factors contribute to Lexus’s strong reputation, its consistent engagement with customer feedback plays a key role in its high ranking.
By contrast, Genesis, ranking in last place at #29, has a review response rate of 69%. When you respond to reviews, your customers notice.
Taking the time to respond to your reviews improves your business’s SEO, increasing visibility and making it more likely to appear in local search results. You want to stand out against competitors. One of the easiest ways to do so is by staying active online. Search engines prioritize businesses that are actively engaging with their audience.
But don’t just take our word for it. Here is what Google has to say on the subject:
“Respond to reviews that users leave about your business. When you reply to reviews, it shows that you value your customers and their feedback. High-quality, positive reviews from your customers can improve your business visibility and increase the likelihood that a shopper will visit your location.”
Timely and thoughtful responses to reviews help sway potential customers by showing commitment to satisfaction and service. People want to feel appreciated and heard. When they are, they will be more likely to choose your business over others.
According to Brightlocal, one of the only factors you can directly control when it comes to making customers feel confident about choosing your business is to respond to reviews.
In 2025, 46% of reviews mentioned that a business owner's response made them feel more positive about selecting that business. Other factors, such as a high star rating, a detailed positive experience, the timing of the review, or whether it's named rather than anonymous, are all determined by the reviewer. Since you can’t influence those, it’s crucial to focus on what you can control to win customers—responding to reviews.
Businesses that actively respond to reviews are seen as more attentive and customer-focused. Lexus’s high reputation health score of 97 reflects their ability to provide exceptional customer service consistently.
Engaging with reviews creates a sense of connection with customers, increasing the likelihood of repeat business. More reviews = less apathy and a more solidified place in your community as the go-to option.
Example: Take Lexus, Toyota, and Honda, the top three OEMs in the Reputation Scorecard. These dealers have average star ratings ranging from 4.6-4.7 and anywhere from 24-27 reviews per month across their dealer networks. This demonstrates one thing: Top dealers are dedicated to consistency when it comes to engaging with customers.
When a customer leaves a review, whether it is negative or positive, responding quickly will demonstrate your commitment to customer satisfaction. For negative reviews especially, a prompt response increases the likelihood of resolving the issue.
Nobody likes negative reviews, but they aren’t all bad. Think of negative reviews as an opportunity to learn from your customers and grow. This gives you more control over your reputation and in the long run, will help you identify and strengthen weak points in your customer service strategy.
When you respond to negative feedback in a professional and solution-oriented way, you show current and potential clients that you’re putting their needs above your pride. This humanizes your brand and demonstrates a commitment to your customers that is invaluable in retaining them.
Google ranks web pages using algorithms that consider various factors including the quality of content, the quantity and relevance of backlinks, and the overall website user experience. When responding to positive reviews, use keywords to improve your online search engine rankings. Using relevant keywords in your review responses allows you to use more specific keywords that might not fit on your main website. Prioritize natural integration and contextual SEO. Highlight specific products, services, and locations.
A well-optimized GBP helps your business appear in local search results and Google Maps, making it easier for potential customers to find you among your competitors. It also builds trust and credibility by providing accurate information—if your address or hours aren’t updated, you’ll only frustrate and inconvenience your customers. Ensuring accurate information is a simple way to mitigate any negative feelings surrounding your business.
Tracking and analyzing customer feedback is essential for maintaining a strong online reputation. Your business should implement a structured system to monitor incoming reviews, identify trends, and measure progress over time. Utilize review management tools to automate tracking and monitor progress.
A proactive approach to review management includes setting clear, measurable goals for increasing review volume and improving response rates. You can analyze industry benchmarks to understand what a competitive response rate looks like and use that as a guide for improvement. For instance, the top 10 OEMS in the Brand Reputation Scorecard reply to at least 92% of reviews. By establishing specific objectives for your business—such as responding to 90% of reviews within 24 hours or increasing monthly review volume by 20%—you can create an actionable roadmap for success.
A well-defined response strategy ensures that businesses engage with reviews consistently and professionally. Establishing guidelines for response tone, language, and escalation procedures can help teams handle both positive and negative reviews confidently. Businesses should also equip their teams with the right tools and training to streamline the response process, whether through templated responses, AI-assisted review management, or internal collaboration tools.
Strengthening review response rates will improve your customer relationships and your online reputation. For more insights into what top automotive brands are prioritizing in their customer support strategy, check out the Brand Scorecard Report and start optimizing your approach to reputation management.
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