Metrics
Response rate
Response rate is the proportion of reviews a business has publicly replied to, and on some platforms it is displayed on the profile itself.
Trustpilot displays both response rate and median response time on a business profile, which turns it into a visible trust signal rather than an internal metric.
On platforms that do not display it, readers infer it: a page where three of the last ten reviews have owner replies reads as sporadic attention.
In practice
Target 100% on anything under four stars and a high rate overall. Partial coverage looks worse than none because it implies selection.
Common questions
- Should I reply to positive reviews too?
- Yes. Selective replying to negatives only makes the profile look defensive, and positive replies are the cheapest place to demonstrate voice.