How to respond to a mixed 3-star review for cafés
Three-star reviews are the easiest to turn around: the customer liked something and was let down by something else, and they're telling you which.
Step by step
- 1
Thank them and acknowledge what they enjoyed.
- 2
Address the part that disappointed them directly.
- 3
Explain what you'll do differently, in one sentence.
- 4
Invite them back to give you another try.
Something specific to cafés
Regulars read your replies. A light, personal touch works better than corporate language.
- Common complaints
- long queues, a drink made wrong, limited seating
- Common praise
- the coffee, the friendly baristas, a cosy place to work
Example reply
AA customer
Google review
The coffee was great, but long queues really took away from it.
Thank you for the honest feedback. We're glad the coffee stood out, and we're sorry long queues let the rest of the experience down. That's not the standard we aim for, and we're looking at how to fix it. We'd love the chance to give you a better visit next time. - The team at [Your café name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep