How to respond to reviews: a guide for businesses

Reviews help customers choose, and a good reply from the business shows that you care. Here is what you need to know about replying to reviews on NorgeGuide.

Who can reply?

Businesses with a premium listing can reply publicly to reviews through their personal manager at NorgeGuide. Replies are marked as replies from the business. Read more in What paid services are there for businesses?.

How to write a good reply

• Thank the customer for the review, also when it is critical.
• Reply to what the customer actually writes. Be specific.
• Keep a calm and factual tone. Do not argue.
• If something went wrong, say so plainly and explain what you are doing about it.
• Do not share personal data about the customer, such as a phone number or what they bought, unless they wrote it themselves.
• If the case is difficult, invite the customer to talk outside the site.

Negative reviews

We do not remove honest negative reviews for payment, and we do not publish positive reviews for payment. Positive and negative reviews follow the same rules. A good reply to criticism often makes a better impression than five stars alone.

Do you think the review is fake?

Write to [email protected] with the link to the page and what you think is wrong. We may ask for evidence and then decide whether the review stays, is corrected or is removed. See How to complain about an unfair or fake review and Review Moderation.

What is not allowed

Businesses cannot review themselves or their competitors, and cannot buy reviews. Under the Norwegian Marketing Control Act and the guidance of the Consumer Authority (Forbrukertilsynet), user reviews must be genuine. Read why in Why real reviews matter more than fake ones.

Related

• How to complain about an unfair or fake review
• Why real reviews matter more than fake ones
• What paid services are there for businesses?
• Paid Services Terms

Sources

• Norwegian Marketing Control Act, markedsføringsloven (lovdata.no)
• Forbrukertilsynet: User reviews in marketing, short version, in Norwegian (forbrukertilsynet.no)