8 steps on how to respond to negative reviews from employees

Negative reviews can relate to a range of issues, but successful replies typically include the same elements, such as consideration and sympathy. To respond to negative reviews positively, consider these steps:

1. Conduct research

If the review mentions a specific issue, look into what happened. If possible, review company communications, personnel files and other resources. Establish a process for reviewing employee complaints, and respond in a way that addresses the situation while maintaining privacy.

2. Show empathy

Connect with the reviewer by showing empathy as a leader. To do so, acknowledge their concerns by starting your response with:

• “I understand that…”
• “Your experience sounds challenging…”
• “I recognize your frustration with…”
• “I can tell that…”
• “I can imagine that…”

Quoting or paraphrasing the review may show that you’ve read it carefully and considered each point.

3. Offer context

Put the reviewer’s feedback into context. To do so, you might explain company policies and potentially provide the reason for them.

If you feel the review is inaccurate, consider referencing specific examples to illustrate why the situation may have occurred while acknowledging the misunderstanding.

4. Apologize

Show humility by sincerely apologizing. For example, you might say:

• “I’m sorry you had that experience.”
• “I regret that this was your experience.”
• “I apologize for the stress this caused you.”
• “Please accept my apology for this experience.”

5. Explain next steps

In your response, explain what steps your company is taking to address the issue. Transparent communication helps encourage confidence in your company. It can show employees and customers that you hold yourself and your team accountable and resolve issues.

6. Thank the reviewer

Thank the reviewer for their feedback. Taking this step shows job seekers your organization is open to feedback.

7. Invite further feedback

Invite the reviewer to follow up with you directly to provide more information. This conclusion demonstrates concern for the reviewer and can lower the likelihood of further negative feedback on the review site.

8. Get input from others

Ask a leadership member to review your response. They should also check for spelling, grammar and structure to ensure the message is professional and readable.

Refer to your organization’s communications plan and policy before publishing your review. Follow any steps needed to get your response formally approved prior to submitting it.

Example response for replying to negative reviews

When drafting responses to negative reviews, you might use ChatGPT for ideation. While the output generally requires human review to ensure the material is logical and personalized, the AI program can help you pinpoint a professional tone and approach.

To get a better idea of how to respond to negative reviews, consider this example review and response. You might use this as a template when reading reviews about your company.

Employee Review: “This company doesn’t provide work-life balance or a fair amount of vacation time.”

Employer Response: “I understand you felt as if you didn’t receive enough vacation time and were overworked. I’m sorry you had that experience. We value our employees’ wellbeing and try to offer flexible work arrangements as much as possible to support work-life balance.

When it comes to paid time off, we use market guidelines to offer competitive PTO packages to our employees. Depending on their length of service, our employees currently receive two to six weeks of paid time off. We also offer parental leave, bereavement leave and sick time.”

We frequently update our PTO policy. I’ve documented your feedback and plan to consider it going forward. Thank you for taking the time to share your thoughts about our work environment. Please don’t hesitate to reach out to me directly with specific information or suggestions on how we can improve.”

Tips for responding to negative employee reviews

These tips can help your response to negative reviews be effective and professional.

1. Consider the source

Some people sign their names to their online reviews, so your response may differ if it’s a current or former employee. For example, if a current employee leaves a review, it may be best to address their concern in person.

2. Set a timeline

Respond to negative reviews promptly for a more positive impact. Regularly check your reviews or set up an alert that notifies you when someone posts about your company.

3. Be respectful

Most negative reviewers leave feedback due to frustration about a past experience. Considering the reviewer’s reasoning may help you craft a response that’s informative and respectful.

4. Designate a representative

Decide who’s responsible for responding to negative reviews. This may include an employee in a leadership position to demonstrate the company takes employee feedback seriously. Consider signing each response with the employee’s name and job title to personalize each reply.

5. Understand review site policies

Read the user policies for the review sites you monitor. Each site generally has rules for removing reviews. When necessary, take the steps outlined in these policies to request the removal of inappropriate reviews.