10 Questions to Ask in Review Responses That Get Customers to Engage
The exact questions that turn one-off reviews into conversations. Ask these in your responses and watch engagement multiply.
Most review responses are statements. The ones that work are questions. Here are the ten that actually get customers talking back.
Why Questions Work
And here's the psychology bit: when you ask someone a question, their brain is compelled to answer it. Even if they're just reading a review response on their phone, they subconsciously start forming an answer. And the better the question, the more likely they'll type out a reply.
Questions also do something else—they show you're genuinely interested, not just damage-controlling. A customer reads "Thanks for coming in!" and feels forgotten. But "What was your favourite part?" feels like you actually want to know.
So. Here are the ten questions that get the most engagement, plus how to use them.
1. "What was your favourite part?"
When to use it: Five-star reviews, or positive reviews that mention something specific.
Why it works: You're asking them to relive the good moment. Their brain goes back to the experience, and suddenly they're more emotionally invested.
Sample response: "Brilliant—so glad you had a good time. What was your favourite part of the experience? The food, the atmosphere, the service? We love knowing what hits the mark."
What happens next: They often reply with specifics, and now you've got genuine insight into what made their day. Plus, they've mentally recommitted to the experience.
2. "Have you tried our [new item]?"
When to use it: Positive reviews from regulars, or customers mentioning a specific product.
Why it works: Cross-selling that doesn't feel like selling. You're just inviting them to discover something new.
Sample response: "Thanks so much—you're one of our regulars! Have you tried the new almond croissant? Think you'd love it based on your usual order."
What happens next: You've given them a reason to come back and shown you remember what they like. Engagement spike incoming.
3. "Was this your first visit?"
When to use it: Positive reviews from customers you don't recognise as regulars.
Why it works: The answer tells you everything. First-time visitors who leave five stars are future gold. You want to welcome them properly.
Sample response: "Absolutely chuffed you loved it. Was this your first time with us? If so, we'd love to see you back soon—next one's on us."
What happens next: You've segmented your customers and shown first-timers they matter. They'll likely come back to claim that offer.
4. "Who brought you in?"
When to use it: Positive reviews, especially from first-timers or people who discovered you organically.
Why it works: Word-of-mouth tracking. You find out who your best advocates are, and you get the customer thinking about who recommended you (reinforces their positive feeling).
Sample response: "Love this—so glad you found us. Who brought you in? We always want to thank the people who recommend us."
What happens next: You get free marketing intel and the customer who recommended them sees you're grateful. That person becomes an even stronger advocate.
5. "What should we add next?"
When to use it: Positive reviews, or reviews that mention "would be better if..."
Why it works: You're making them feel like they have a vote in your business. That's ownership. That's loyalty.
Sample response: "Thanks for the feedback. You clearly know what you like—what's one thing you wish we had? We're always listening to our customers for the next big thing."
What happens next: They feel invested in your future. They're mentally at your table when you're planning. That's powerful.
6. "How did you hear about us?"
When to use it: Any positive review, especially from new customers.
Why it works: Marketing intelligence. You learn which channels are actually working, and you show customers you care about their journey.
Sample response: "Brilliant—so happy you came in. How did you hear about us? We love knowing what brings people through the door."
What happens next: You get real data on your best customer acquisition channels. And the customer feels like they're part of your origin story.
7. "Would you recommend us to a friend?"
When to use it: Positive reviews where sentiment is high but they haven't explicitly said "tell your friends."
Why it works: You're giving them permission and a prompt to advocate. You're also reinforcing their positive experience—the act of recommending something makes us like it more.
Sample response: "So glad you loved it. Would you recommend us to a friend who loves [specific thing they mentioned]? We'd love more people like you in here."
What happens next: They don't just think you're good—they start telling people you're good. That's how tribes grow.
8. "What almost stopped you from visiting?"
When to use it: Positive reviews from people who might have had initial hesitations (budget mentions, first-time nerves, etc.).
Why it works: It's clever. You're asking them to articulate the objection they overcame, which reinforces that they made the right choice. Plus, you learn what barriers exist for your ideal customers.
Sample response: "Brilliant—so chuffed we won out in the end. What almost stopped you from booking? We want to know what hesitations we need to address for other people thinking the same thing."
What happens next: You get insight into your sales barriers, and the customer feels smart for overcoming them. They're more committed now.
9. "When are you coming back?"
When to use it: Positive reviews, especially from people who might not be regular visitors yet.
Why it works: You're creating a mental commitment. The moment they say "next month" or "next week," they're more likely to actually show up.
Sample response: "We're already looking forward to your next visit. When do you reckon you'll be back in? We'll make sure we're ready for you."
What happens next: They've made a commitment (even just a mental one). Follow through by remembering it, and you've built loyalty.
10. "Anything we could have done better?"
When to use it: Any review, but especially the ones that are positive-but-not-gushing.
Why it works: It shows you're not complacent. You're not just chuffed they came—you want to improve. Customers respect that.
Sample response: "Thanks so much—we're thrilled you had a good experience. Anything at all we could've done better? We're always trying to level up."
What happens next: Even if they say no, you've shown you're listening. And if they do mention something, you've got gold—real feedback to improve on.
The Pattern
Notice the pattern here? Every single one of these questions does three things:
- Shows you care — about their experience, their opinions, their time
- Gives you information — about what works, what doesn't, who's advocating for you
- Creates commitment — they've invested in the conversation now, so they're more invested in returning
That's the whole game.
The Practical Bit
Pick one question from the list above. Use it in a review response this week. Don't overthink it—just ask genuinely and see what happens.
Then next week, pick another one. Rotate them. Build a rhythm.
Your review section isn't a dead zone. It's a conversation starter. You just have to start the conversation.
Comment Below
For what it's worth—which of these questions feels most natural to you? And which reviews are begging for which question? Drop a comment and let's figure this out together.