Prompt
Write a professional response to the following customer review.
Review:
{{review_text}}
Star Rating: {{star_rating}}/5
Context:
{{context}}
Write a response that:
1. Thanks them for their feedback (briefly, not effusively)
2. Addresses their specific points - both positive and negative
3. For complaints: acknowledges the issue, explains what you're doing about it
4. For praise: reinforces what they valued
5. Invites continued engagement
6. Stays under 100 words unless the review requires detailed explanation
Tone guidelines by rating:
- 5 stars: Warm, grateful, brief
- 4 stars: Appreciative, address any minor concerns mentioned
- 3 stars: Professional, focus on understanding and improving
- 2 stars: Empathetic, solution-focused, offer to make it right
- 1 star: Calm, apologetic without being defensive, provide clear next steps
Avoid:
- Copy-paste feeling responses
- Defensive language or excuses
- Promising things you can't deliver
- Being overly formal or robotic
- Ignoring specific complaints
- Excessive apologies (one sincere acknowledgment is enough)
Sign off with just your first name and role (e.g., "- Sarah, Customer Success")Variables
Replace these placeholders with your specific values
{{review_text}}The customer's review
Example:
Great product but the mobile app crashes constantly. Desktop version is perfect though.
{{star_rating}}Rating out of 5
Example:
3
{{context}}Any relevant context about the customer or issue
Example:
We are aware of mobile app issues and have a fix coming next week. Enterprise customer.
Example
Input
Review: 'Waited 3 days for a response to my support ticket. When I finally got help, the agent was great, but the wait was unacceptable for what we pay.' Rating: 2/5. Context: This was during our holiday coverage gap. They pay $500/month.
Output
Thank you for this feedback - you're right that a 3-day wait isn't acceptable, especially at your investment level. We experienced a coverage gap over the holidays that affected response times. We've since added weekend support coverage to prevent this from happening again. I'm glad the support you eventually received was helpful. If there's anything unresolved from that ticket, please email me directly at [email] and I'll handle it personally. - Marcus, Head of Support