How to respond to a mixed 3-star review for cleaning services
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 cleaning services
Damage or missing-item claims need a private follow-up. Say you take it seriously without admitting liability in the reply.
- Common complaints
- missed spots, a late or no-show cleaner, something damaged or missing
- Common praise
- the attention to detail, reliable scheduling, trustworthy cleaners
Example reply
The attention to detail was great, but missed spots really took away from it.
Thank you for the honest feedback. We're glad the attention to detail stood out, and we're sorry missed spots 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 cleaning service name]
What to avoid
- ✕Only responding to the positive half
- ✕Over-apologising for minor issues
- ✕Making promises your team can't keep