How to Follow Up with Users Who Gave 3-Star Reviews

🎯 Purpose:

To understand why the user rated only 3 stars, address any issues, and attempt to convert it to a 5-star review through thoughtful engagement.

🪜 Step-by-Step Process

🔍 Step 1: Read the Review Carefully

Check if the 3-star review mentions:

A small issue (delay, app bug, payout time)
Neutral comment (“Okay service”, “Can be better”)
No comment (silent rating)

Then categorize the review under:

📦 Pickup Delay
💰 Payout/Price Issue
🧑‍💼 Vendor Behavior
❌ App Experience
🤷‍♂️ General Neutral/No Comment

💬 Step 2: Paste the Review in

ChatGPT Review Replies Folder

Use the folder: “Review Replies”

Paste the entire review inside, and get a ready-made, polite, and situation-specific reply generated by ChatGPT.

📝 Step 3: Copy the Response and Reply on Platform

Respond to the review (Google, App Store, Play Store) using the generated message from ChatGPT.

✅ Tone should be helpful, apologetic (if needed), and appreciative.

💡 Step 4: Send Personal Follow-Up (If Contact Known)

If you know the user (phone/email from order):

Call or WhatsApp saying:

“Hi [Name], we saw your review and really appreciate the feedback. If there’s anything we can fix or make better, let us know. It would mean a lot if you could update the review if you’re happy now!”

📌 Step 5: Track in Internal Review Tracker

If review is successfully updated to 4★ or 5★:

Mark as Resolved – Review Improved

If user doesn’t respond:

Mark as No Response – Review Closed

✅ Best Practices

✅ Do	❌ Don’t
Always thank the user for review	Don’t ignore 3-star ratings
Ask for improvement only after fixing issue	Don’t push user to change review
Track review changes internally	Don’t forget follow-up
Use correct tone (helpful, not robotic)	Don’t copy-paste without context