A rating, and nothing else
On Google, a customer can rate your business without writing a line. These ratings count like the others: according to Google, more reviews and positive ratings can help your business's local ranking1.
That leaves a practical question: what do you say to someone who said nothing?
What Google says, and what customers say
Google doesn't push you to comment on everything. It advises replying when you have relevant or new information to share, and states that you don't need to thank every reviewer publicly2.
Consumers see it differently. In BrightLocal's 2026 survey, 80% say they are likely to choose a business that responds to all its reviews, and 42% are unlikely to choose one that never responds3. The survey even advises responding to every review, whether or not it seems to need a response3.
The two can be reconciled: reply, but briefly, and without pretending to have read a comment that doesn't exist.
Five stars without a word
A sincere thank-you is enough. What gives away an automatic reply is invention: "So glad you enjoyed our menu!" under a review that says nothing about the menu.
"Five stars, thank you! The whole team is delighted, and we look forward to seeing you again."
"Thank you for this lovely rating. See you soon at the salon! — Emma"
If you know which service it was about, because you recognise a regular for instance, you can mention it. Otherwise, keep it general: it's more honest.
One or two stars without a word
This is the most frustrating case: a customer is unhappy, and you don't know why. Two reflexes to avoid: demanding an explanation in public, and guessing the cause.
First check what you know about this customer and their visit, as Google recommends2. Then reply soberly, offering to continue in private: Google suggests inviting the reviewer to contact you by email or phone2.
"We're sorry your visit didn't live up to your expectations. If you'd like, call us at the restaurant: we'd like to understand what went wrong. — Thomas, manager"
According to Google, a thoughtful reply and a follow-up can encourage the customer to update their review2. If they do, the date shown becomes the date of the change4.
And three stars?
A silent three stars says "fine, nothing more". Thank them, and show that the door is open:
"Thank you for your rating. If one detail could have made your visit better, tell us next time you come in: we'll take it on board."
For reviews that do come with text, see our examples of replies to positive reviews.
What ReplyTop does
When a review has no text, ReplyTop invents no detail: the reply thanks the customer for the rating, warmly and without overdoing it, and asks them no question. 1- and 2-star reviews, with or without a comment, wait for your approval before being published: that is the default setting.