Your Google Business Profile is one of the most valuable marketing tools for any UK business. It’s how customers find you on Google Search and Google Maps, and it’s often the first impression they get of your business.
And while having great reviews is important, how you respond to them matters just as much. Both for building trust with customers and improving your local SEO rankings.
Does Responding to Google Reviews Help Rankings?
The short answer: Yes - indirectly.
Google hasn’t confirmed that replying to reviews is a direct ranking factor, but businesses that regularly respond tend to perform better in local search results and attract more customers.
Here’s why:
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Google prefers active profiles – Replying to reviews shows your business is engaged and up-to-date.
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It builds trust with potential customers – 89% of consumers are more likely to choose a business that replies to reviews (BrightLocal).
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It can lead to more reviews – Customers are more likely to leave feedback if they see you value it.
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It can boost click-through rates – Friendly, professional replies can make you the clear choice over competitors.
How Review Replies Support Local SEO
Even though Google’s algorithm doesn’t give “points” for replying, your responses can help your SEO in other ways:
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Fresh, keyword-rich content – Every reply is indexed by Google, giving you a chance to naturally include service-related keywords.
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Higher engagement – Google sees regular interaction as a sign of a trustworthy business.
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More reviews = better rankings – Review volume is a confirmed local ranking factor, and replies encourage more feedback.
A TripAdvisor study found that businesses who reply to reviews receive 12% more reviews and see their ratings improve by 0.12 stars on average.
Handling Negative Reviews Professionally
Negative reviews can actually work in your favour if handled correctly:
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Show customers you take feedback seriously.
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Demonstrate professionalism and problem-solving.
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Win back unhappy customers - 33% will update a negative review after receiving a helpful reply.
Example:
Poor reply:
“Sorry you feel that way. We disagree.”
Good reply:
“Hi Sarah, thank you for your feedback about [specific service]. We’re sorry your experience didn’t meet expectations. Please contact us at [phone/email] so we can make things right.”
Best Practices for Responding to Google Reviews
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Reply within 24–48 hours.
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Personalise your responses with the customer’s name and details of their feedback.
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Include relevant keywords naturally (e.g., “Thank you for choosing us for your MOT”).
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Keep replies polite and professional, even for unfair reviews.
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Take complex complaints offline where possible.
Why You Should Start Now
Every un-replied review is a missed opportunity to:
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Impress potential customers.
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Turn negatives into positives.
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Keep your Google profile active and appealing in search results.
Our Upcoming Google Review Reply Service
At the moment, we don’t offer a package that includes replying to Google Reviews on your behalf - but we’re working on one.
Our upcoming service will:
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Save you time by managing all review replies for you.
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Provide professional, keyword-optimised responses.
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Help attract more customers from Google Search and Google Maps.
Until then, if you’d like free templates and tips for replying to reviews yourself, get in touch and we’ll send them over.
Final Thought:
Replying to reviews isn’t just good customer service - it’s a proven way to build trust, encourage more positive feedback, and indirectly improve your visibility on Google.