How to Respond to Customer Reviews on ClearSay

A professional review response shows customers that your business listens to feedback and takes the customer experience seriously.

Step 1: Sign in to your business account

Go to ClearSay.co.uk and sign in using the account connected to your claimed business profile.

Step 2: Open the business dashboard

Select the business you want to manage and open Reviews, Business Reviews, Customer Feedback or the equivalent section.

Step 3: Select the review

Read the full review carefully. Identify the service involved, the main concern or compliment and whether the matter has already been resolved.

Step 4: Write the response

Select Reply or Respond and write a message that addresses the specific feedback.

• Thank the customer for taking the time to comment.
• Refer to the relevant part of their experience.
• Remain factual and respectful.
• Explain any useful corrective action.
• Invite private contact when personal details are required.

Responding to a positive review

Thank the customer and acknowledge the specific point they mentioned. Avoid publishing the same generic response under every review.

Responding to a negative or mixed review

1. Pause before replying if the review is frustrating.
2. Acknowledge the concern without arguing.
3. Explain that the business would like to investigate.
4. Invite the customer to contact the business directly.
5. Avoid making legal admissions before the facts are understood.

Protect the customer’s privacy

Do not publish addresses, telephone numbers, email addresses, booking references, order numbers, payment details, medical information or private conversations.

Step 5: Check and publish

Review the response for accuracy, tone and privacy before selecting Publish, Submit or Reply.

Editing a response

If editing is available, open the review and use the edit option. Correct factual errors or unclear wording, but do not repeatedly change the response to continue a public argument.

The review may breach the guidelines

Use the reporting or flagging process when the review appears to concern another company, contains threats or private information, is promotional spam or may not reflect a genuine customer experience.

A negative opinion alone is not automatically a reason for removal. Businesses should respond professionally and provide evidence when requesting a review assessment.