Response time
Reviews and ratingsResponse time is how quickly your team replies to reviews, social comments, or public complaints. Faster response time reduces uncertainty, prevents pile-ons, and signals accountability. Response time should not sacrifice accuracy or privacy. For sensitive situations, use a short holding statement and move the discussion to a private channel for account details.
Delays often make complaints look ignored, which increases trust loss.
You set a target to respond to 1–2 star reviews within 24 hours and to high-risk posts within 2 hours during business days.
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