--- title: "Negative Google Review Statistics: 7 in 10 Get No Reply" url: https://www.suffdigital.com/resources/data-studies/replies-to-negative-google-reviews description: "Negative Google review statistics: businesses reply to 30.4% of one- and two-star reviews, but 42.4% of five-star ones. 130,269 reviews. Read the study." lang: en --- Share Share on X: https://twitter.com/intent/tweet?url=https%3A%2F%2Fwww.suffdigital.com%2Fresources%2Fdata-studies%2Freplies-to-negative-google-reviews&text=7%20in%2010%20Negative%20Google%20Reviews%20Never%20Get%20a%20Reply%20From%20the%20Business Share on Facebook: https://www.facebook.com/sharer/sharer.php?u=https%3A%2F%2Fwww.suffdigital.com%2Fresources%2Fdata-studies%2Freplies-to-negative-google-reviews Share on LinkedIn: https://www.linkedin.com/sharing/share-offsite/?url=https%3A%2F%2Fwww.suffdigital.com%2Fresources%2Fdata-studies%2Freplies-to-negative-google-reviews Share on Reddit: https://www.reddit.com/submit?url=https%3A%2F%2Fwww.suffdigital.com%2Fresources%2Fdata-studies%2Freplies-to-negative-google-reviews&title=7%20in%2010%20Negative%20Google%20Reviews%20Never%20Get%20a%20Reply%20From%20the%20Business Local businesses reply to **30.4%** of their one- and two-star Google reviews, so seven in ten complaints sit on the profile with no answer. Five-star reviews get a reply 42.4% of the time: owners thank their fans and leave their critics unanswered. Analysis of 130,269 Google reviews of 10,039 local businesses · Google reviews, September 2026 ## Key Findings 1. 1. Local businesses reply to **30.4%** of their one- and two-star Google reviews, against 42.4% of their five-star reviews, so seven in ten negative Google reviews go unanswered. Copy stat 2. 2. Three-star Google reviews are the least answered: **25.8%** get a reply from the business. Copy stat 3. 3. Plumbers reply to **20.3%** of their negative Google reviews, less than half their 45.3% reply rate on five-star reviews. Copy stat 4. 4. One-star Google reviews average **88.5** words, more than twice the 37.1 words of a five-star review. Copy stat 5. 5. **9.9%** of Google reviews of local businesses are one or two stars, and 85.7% are five stars. Copy stat ## Summary A homeowner comparing moving companies reads a one-star review describing a scratched table and a missed pickup window. Below it, there is nothing. Was the complaint fair? Did the company fix it? The reader has no way to know, so they assume the worst and move on to the next company. A reply to a negative review is written for that reader, not for the unhappy customer. It is the one chance a business has to give its side, show how it handles problems and turn a complaint into evidence that someone cares. Because complaints are rare, each one stands out, and the reply under it is read closely. Local businesses reply to **30.4%** of their one- and two-star Google reviews, so seven in ten complaints stay unanswered. Five-star reviews get a reply 42.4% of the time. Even businesses that do reply are less likely to answer their critics than their fans. ## What we measured On September 23, 2026 we analysed the 20 newest Google reviews of 10,039 US local businesses in 18 categories, 130,269 reviews in all, and recorded each review's star rating, its length and whether the business owner had replied. We then calculated the share of reviews that received a reply at each star level and within each category. Negative reviews are one- and two-star reviews. The reply rate is the share of reviews at that star level with a reply from the business. The gap for a category is its five-star reply rate minus its negative reply rate, in percentage points. ## Owners thank their fans and skip their critics 30.4% of one- and two-star Google reviews get a reply from the business. Five-star reviews get a reply 42.4% of the time, twelve points more. The pattern fits a common habit: owners enjoy thanking happy customers and put off the uncomfortable ones. The result is the opposite of what a reader needs, since a thank-you under a five-star review adds little, while a reply under a complaint can change a reader's mind. Negative reviews are rare, which makes each one more visible. Only 9.9% of Google reviews of local businesses are one or two stars, against 85.7% at five stars. They are also long: in the past 12 months, one-star reviews averaged 88.5 words and five-star reviews 37.1. A long, detailed complaint with no answer takes up more of a profile than several short compliments. ## Three-star reviews get the fewest replies Reply rates are fairly flat from one to four stars and then jump for five-star reviews. Three-star reviews are the least answered of all: 25.8% get a reply, below one-star reviews at 29.9% and four-star reviews at 29.6%. Reply rate by star rating 1 star 29.9% 2 stars 33.1% 3 stars 25.8% 4 stars 29.6% 5 stars 42.4% Source: Suff Digital analysis of 130,269 Google reviews of 10,039 local businesses · Google reviews, September 2026 The middle ratings are often the most useful. A three- or four-star review usually praises something and names one thing that went wrong, the kind of specific feedback a business can act on. It is also the review a hesitant customer finds most believable, so a short reply that addresses the one complaint does a lot of work. ## Plumbers and HVAC companies show the widest gap Plumbers reply to 20.3% of their negative reviews and 45.3% of their five-star reviews, a 25-point gap. HVAC companies show the same pattern, 27.6% against 53%, followed by movers at 34.9% against 56.3%. Home service trades that are quick to thank happy customers tend to go quiet when a job goes wrong. Negative reviews replied by category Plumbers 20.3% HVAC companies 27.6% Movers 34.9% Cleaning services 42.9% Roofers 34.8% Pest control companies 43.6% Real estate agents 27.1% Electricians 23.7% Dentists 25.5% Landscapers 23.3% Lawyers 16.2% Veterinarians 39% Restaurants 31.9% Gyms 44.1% Hair salons 31.4% | Category | Negative reviews replied | Five-star reviews replied | Gap (points) | | --- | --- | --- | --- | | Plumbers | 20.3% | 45.3% | 25 | | HVAC companies | 27.6% | 53% | 25 | | Movers | 34.9% | 56.3% | 21 | | Cleaning services | 42.9% | 62% | 19 | | Roofers | 34.8% | 51.3% | 17 | | Pest control companies | 43.6% | 59.8% | 16 | | Real estate agents | 27.1% | 42.8% | 16 | | Electricians | 23.7% | 40.1% | 16 | | Dentists | 25.5% | 38.8% | 13 | | Landscapers | 23.3% | 35.4% | 12 | | Lawyers | 16.2% | 25.5% | 9 | | Veterinarians | 39% | 40.4% | 1 | | Restaurants | 31.9% | 27.9% | -4 | | Gyms | 44.1% | 42.8% | -1 | | Hair salons | 31.4% | 30.7% | -1 | Lawyers reply to the fewest negative reviews of any category shown, 16.2%. Restaurants, gyms and hair salons are the only categories where complaints get a reply more often than praise. Restaurants handle the most reviews, with a median of 214 per restaurant, so they reply selectively, and complaints come first. ## What this means for local business owners Reply to negative reviews first. Keep it short: acknowledge the problem, avoid arguing about details in public, and offer a way to continue the conversation by phone or email. Future customers are reading your reply as closely as the complaint. Do not skip the middle. Three- and four-star reviews get the fewest replies and often contain the most useful feedback. A reply that thanks the customer and addresses the one thing they did not like shows you listen. Make it a routine, not a reaction: check new reviews every few days and answer them in order of star rating, lowest first. Our reputation management services (https://www.suffdigital.com/services/digital-pr/reputation-management-services) give local businesses a consistent process for answering every review, starting with the negative ones. ## Embed this research Paste this on your site to embed the charts. It links back to the source automatically.

Source: 7 in 10 Negative Google Reviews Never Get a Reply From the Business - Suff Digital

## Cite this study APA Suff Digital. (2026). 7 in 10 Negative Google Reviews Never Get a Reply From the Business. https://www.suffdigital.com/resources/data-studies/replies-to-negative-google-reviews Plain link 7 in 10 Negative Google Reviews Never Get a Reply From the Business - Suff Digital - https://www.suffdigital.com/resources/data-studies/replies-to-negative-google-reviews ## Frequently asked questions ### Do businesses reply to negative Google reviews? ### Which star rating gets the fewest replies on Google? ### What share of Google reviews are negative? ### Which businesses reply least to negative Google reviews? ### Are negative Google reviews longer than positive ones? ## Related studies - Local SEO 81.7% of Local Businesses With Under 10 Google Reviews Never Reply vs 20.5% With 200+: https://www.suffdigital.com/resources/data-studies/google-review-reply-rates - Local SEO 34.5% of One-Star Google Reviews Mention Price vs 13.1% of Five-Star Reviews: https://www.suffdigital.com/resources/data-studies/one-star-google-reviews-price-complaints - Local SEO 32.4% of Local Businesses With Google Reviews Have a Perfect 5-Star Rating: https://www.suffdigital.com/resources/data-studies/average-google-star-rating-local-business - Local SEO Cleaning Services Reply to 60.8% of Google Reviews, the Most of 18 Local Business Types: https://www.suffdigital.com/resources/data-studies/cleaning-services-google-reviews-study ## Structured data ```json [ { "@context": "https://schema.org", "@graph": [ { "@type": "Organization", "@id": "https://www.suffdigital.com/#organization", "name": "Suff Digital", "alternateName": "Suff Digital Marketing", "url": "https://www.suffdigital.com/", "logo": { "@type": "ImageObject", "@id": "https://www.suffdigital.com/#logo", "url": "https://www.suffdigital.com/logo.png", "contentUrl": "https://www.suffdigital.com/logo.png", "caption": "Suff Digital" }, "image": { "@id": "https://www.suffdigital.com/#logo" }, "description": "Suff Digital is a full-stack digital marketing agency that turns websites into predictable revenue engines, SEO, paid media, content, CRO, and web design built around revenue, not vanity metrics.", "slogan": "Digital marketing built for what's next.", "email": "hello@suffdigital.com", "telephone": "+1-629-236-0099", "foundingDate": "2022", "founder": { "@type": "Person", "name": "Matt Suffoletto", "jobTitle": "Founder & CEO" }, "contactPoint": [ { "@type": "ContactPoint", "telephone": "+1-629-236-0099", "email": "hello@suffdigital.com", "contactType": "sales", "areaServed": "US", "availableLanguage": [ "en" ] } ], "address": { "@type": "PostalAddress", "addressLocality": "Nashville", "addressRegion": "TN", "postalCode": "37219", "addressCountry": "US" }, "areaServed": { "@type": "Country", "name": "United States" }, "sameAs": [ "https://www.linkedin.com/company/suff-digital/", "https://www.instagram.com/suffdigital/", "https://www.youtube.com/@suffdigitalmarketing", "https://www.tiktok.com/@suffdigital" ], "knowsAbout": [ "Search Engine Optimization", "Pay-Per-Click Advertising", "Paid Social Advertising", "Conversion Rate Optimization", "Web Design", "Digital PR", "Link Building", "Website Migration", "Website Maintenance and Support", "Technical SEO", "Local SEO", "AI Search Optimization" ], "hasOfferCatalog": { "@type": "OfferCatalog", "name": "Suff Digital Services", "itemListElement": [ { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Search Engine Optimization (SEO)", "url": "https://www.suffdigital.com/" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Pay-Per-Click (PPC) Advertising", "url": "https://www.suffdigital.com/services/ppc" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Paid Social Advertising", "url": "https://www.suffdigital.com/services/paid-social" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Conversion Rate Optimization (CRO)", "url": "https://www.suffdigital.com/services/cro" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Web Design", "url": "https://www.suffdigital.com/services/web-design" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Digital PR & Link Building", "url": "https://www.suffdigital.com/services/digital-pr" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Website Migration", "url": "https://www.suffdigital.com/services/website-migration" } }, { "@type": "Offer", "itemOffered": { "@type": "Service", "name": "Website Maintenance & Support", "url": "https://www.suffdigital.com/services/website-maintenance" } } ] } }, { "@type": "WebSite", "@id": "https://www.suffdigital.com/#website", "url": "https://www.suffdigital.com/", "name": "Suff Digital", "inLanguage": "en-US", "publisher": { "@id": "https://www.suffdigital.com/#organization" } } ] }, { "@context": "https://schema.org", "@graph": [ { "@type": "Article", "@id": "https://www.suffdigital.com/resources/data-studies/replies-to-negative-google-reviews#article", "headline": "7 in 10 Negative Google Reviews Never Get a Reply From the Business", "description": "Local businesses reply to 30.4% of their one- and two-star Google reviews, so seven in ten complaints sit on the profile with no answer. 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Five-star reviews get a reply 42.4% of the time: owners thank their fans and leave their critics unanswered.", "url": "https://www.suffdigital.com/resources/data-studies/replies-to-negative-google-reviews", "creator": { "@id": "https://www.suffdigital.com/#organization" }, "datePublished": "2026-09-24", "dateModified": "2026-09-24", "license": "https://creativecommons.org/licenses/by/4.0/", "isAccessibleForFree": true, "measurementTechnique": "Google reviews on Google Business Profiles" }, { "@type": "FAQPage", "@id": "https://www.suffdigital.com/resources/data-studies/replies-to-negative-google-reviews#faq", "mainEntity": [ { "@type": "Question", "name": "Do businesses reply to negative Google reviews?", "acceptedAnswer": { "@type": "Answer", "text": "Less often than to positive ones. US local businesses reply to 30.4% of their one- and two-star Google reviews, against 42.4% of their five-star reviews (September 2026)." } }, { "@type": "Question", "name": "Which star rating gets the fewest replies on Google?", "acceptedAnswer": { "@type": "Answer", "text": "Three-star reviews. 25.8% of three-star Google reviews of local businesses get a reply from the business." } }, { "@type": "Question", "name": "What share of Google reviews are negative?", "acceptedAnswer": { "@type": "Answer", "text": "9.9% of Google reviews of US local businesses are one or two stars, and 85.7% are five stars." } }, { "@type": "Question", "name": "Which businesses reply least to negative Google reviews?", "acceptedAnswer": { "@type": "Answer", "text": "Lawyers reply to 16.2% of their negative Google reviews and plumbers to 20.3%, less than half the plumbers' 45.3% reply rate on five-star reviews." } }, { "@type": "Question", "name": "Are negative Google reviews longer than positive ones?", "acceptedAnswer": { "@type": "Answer", "text": "Yes. One-star Google reviews average 88.5 words, against 37.1 words for five-star reviews." } } ] } ] } ] ```