How should you reply to a 3-star Google review?

A three-star reviewer has told you what almost worked. A reply that engages with the specific thing they mentioned is the cheapest credibility available on your listing. Across 61 3-star reviews we read at London cafés, the median published reply was 53 words and 64% of them broke at least one of the checks we run.

How long should a 3-star review reply be?

The median reply we measured in this band is 53 words. Replies far longer than that read as defensive; far shorter reads as dismissive.

Should you use a template?

34% of the replies we read in this band touch nothing specific the reviewer wrote — they could sit under any review at any business. That is what a template looks like from the outside.

★★★☆☆

Three-star review response examples

Three stars is the review most businesses ignore. It is not a complaint and not praise, so it reads as nothing to answer — which is exactly why it is worth answering.

Below are real 3-star reviews left at London cafés, the reply that is actually published underneath each one today, and the reply our software writes for the same review. Business names, email addresses and reviewers' names are removed. Nothing here is invented.

3-star reviews read

median reply length, words

64%

replies that break a check

34%

replies that touch nothing specific

A three-star reviewer has told you what almost worked. A reply that engages with the specific thing they mentioned is the cheapest credibility available on your listing.

The same review, answered twice

the review

Anbefales ikke. Fin plass, men det vi fikk servert var ikke bra, forventer annen kvalitet til den prisen. Muffins så tørr at den smuldret opp.

published underneath

We appreciate your feedback, ———. We would love the opportunity to resolve any issues. Kindly send your contact details to ———. Our Operations Manager and General Manager will personally reach out to address your concerns in detail. We are committed to delivering exceptional service to every guest and appreciate the opportunity to learn and improve from this experience. Thank you for allowing us to make things right. P.S.: For your privacy, please avoid sharing personal details in this reply.

anchoring0/ 100

points away from the pagesays nothing

what we would have written

The muffins are baked fresh each day and texture is something we pay close attention to — a dry crumb is not what we'd consider passable. Three stars suggests some of the visit worked, and we're glad the space itself did something right.

anchoring11/ 100

no rule broken

the review

Just ok. Got ——— afternoon tea. Cheap sandwiches I could have made at home. ——— decor was nice. I liked ——— presentation and taste of ——— desserts. ——— scones were ——— best thing overall. Not worth ——— price.

published underneath

Hi ———, Thank you for sharing your feedback with us and we're sorry to hear you were disappointed with your experience. We would like to reassure you that we take all feedback on board to improve our guest experience and we hope you'll join us again soon to restore your faith in us. Please contact us on: ———

anchoring0/ 100

points away from the page

what we would have written

The scones and desserts are the heart of what we put together for afternoon tea — glad those landed. The sandwiches are kept deliberately unfussy, which divides opinion, but they are made fresh and sit alongside the rest as part of a considered spread rather than the centrepiece.

anchoring100/ 100

no rule broken

Your own 3-star reviews, answered free

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