Key takeaways
- Glassdoor's 2023 survey found that 71% of its users say their view of a company improves when it responds to reviews.
- Responses are written for future candidates more than for the reviewer.
- A response does not change the star rating, which comes from the reviews themselves.
- Never name, identify or threaten a reviewer in a response.
- Reviews that break Glassdoor's rules should be flagged as well as answered, not instead.
Why employers should respond to Glassdoor reviews
Candidates read the employer's replies as closely as the reviews. Glassdoor's employer branding statistics, drawing on its 2023 site survey, report that 71% of Glassdoor users say their perception of a company improves when the employer responds to reviews.
A reply also gives context a candidate cannot get anywhere else: what changed after a reorganization, whether a complaint about pay led to a review, or how the company handles feedback. Silence lets the review stand as the only version of events.
Responding needs an employer account. A verified account lets the company post public responses and flag reviews as the business concerned.
A five-part structure for every response
Every good response follows the same shape. The structure keeps replies short, specific and safe to publish.
- Thank the reviewer. Acknowledge that they took time to write, whatever the rating.
- Name the specific issue. Refer to the actual point raised, such as overtime, communication or pay, so the reply does not read as a template.
- Say what is true now. Explain a change made, a review under way or the company's current policy, without disputing the reviewer's experience.
- Invite a private conversation. Give a route to HR or a named role, not a personal email address.
- Keep it short. A few sentences. A long reply reads as defensive.
If a step goes wrong, the most common failure is step three becoming an argument. "That is not accurate" invites candidates to side with the reviewer; "here is how the process works today" does not.
Five example responses
The examples below cover the reviews employers answer most often. Adapt the details; do not paste them unchanged, because identical replies across a profile look automated.
Example 1: Complaint about management
Example
Thank you for taking the time to share this. Concerns about how decisions are communicated are important to us, and since last year every team now has a monthly open session with its department head. We'd like to hear more about your experience; please contact our People team at the address on our careers page.
Example 2: Complaint about pay
Example
Thank you for the feedback on pay. We benchmark salaries against market data every year and completed our most recent review this spring. If you'd like to discuss how your role was assessed, our People team would welcome the conversation.
Example 3: Review after layoffs
Example
Thank you for sharing this. The restructuring was a difficult decision and we know it affected people we valued. Everyone leaving received support with job searching, and we are always open to hearing how we could have handled the process better.
Example 4: Positive review
Example
Thank you for this review. It's great to hear the mentoring program made a difference in your first year. We'll pass your comments on to the team that runs it.
Example 5: Review you believe breaks the rules
Example
Thank you for your feedback. We take all comments seriously. We don't recognize the role or location described here, and we would welcome the chance to understand more; please contact our People team.
In the fifth case, flag the review to Glassdoor as well, under the guideline it breaks. The public reply stays neutral because the flag may fail, and the reply remains on the profile either way.
Mistakes that make a response backfire
The responses that do the most damage share a few patterns. Each one is common, and each one is visible to every candidate who reads the profile.
- Arguing the facts. Disputing the reviewer's account in public makes the company look defensive and draws attention to the review.
- Guessing who wrote it. Hinting at the reviewer's identity, team or departure date can breach privacy and, in the United States, may expose the employer to claims of retaliation over protected speech.
- Legal threats. Mentioning lawyers or defamation in a public reply rarely removes a review and often makes the story bigger.
- Copy-paste replies. The same paragraph under every review signals that nobody read them.
- Replying only to bad reviews. Thanking positive reviewers shows the company engages with feedback in general, not only when it is criticized.
When to flag a review instead of only responding
Some reviews should be answered and reported. A review that names a junior employee, reveals confidential information, contains abusive language or comes from someone who never worked for the company breaks Glassdoor's rules and can be removed after a flag.
Flags are free through the employer account. Glassdoor decides at its own discretion, and its policy on removing content states that it declines evidence from parties with a vested interest in getting a negative review removed, so the flag should point to something moderators can check themselves. Our guide to Glassdoor's review guidelines explains each ground.
Honest negative reviews should be answered and left alone. Our article on whether Glassdoor removes negative reviews explains why most of them stay.
Building a response routine
Employers with steady review volume do better with a routine than with ad hoc replies. A simple setup works for most teams:
- Assign one owner, usually in HR or employer branding, with a backup.
- Check new reviews weekly and reply within a few days.
- Keep a short internal guide with approved facts about pay reviews, benefits and recent changes, so replies are accurate.
- Route reviews that may break the rules to whoever handles flags.
- Track recurring themes and share them with leadership, because a complaint repeated in many reviews is a business problem, not a reputation problem.
Employers who need help separating rule-breaking reviews from honest criticism can ask our Glassdoor review removal team for a free assessment.
Frequently asked questions
Should employers respond to Glassdoor reviews?
Yes. Glassdoor's 2023 survey found that 71% of its users say their perception of a company improves when the employer responds to reviews. A response gives candidates context, shows the company listens, and stops the review from being the only version of events. Responses should be calm, specific and short, and should never dispute the reviewer's experience.
How do you respond to a negative Glassdoor review?
Thank the reviewer, name the specific issue they raised, explain what has changed or what the company is reviewing, and invite a private conversation with HR. Keep it to a few sentences. Do not argue the facts, hint at who wrote the review or mention legal action, because candidates read the reply as a test of how the company treats people.
Should you respond to positive Glassdoor reviews?
Yes. Thanking positive reviewers shows the company engages with all feedback, not only criticism, and gives a chance to reinforce what the reviewer valued, such as a mentoring program or flexible hours. Keep the reply short and specific to the review so it does not read as a template copied across the profile.
Does responding to a Glassdoor review change the rating?
No. A company's Glassdoor rating comes from the star ratings in its reviews, so an employer response does not change the score. What a response changes is how candidates interpret the reviews. Glassdoor's 2023 survey found that 71% of its users say their view of a company improves when it responds.
Can an employer delete a Glassdoor review by responding to it?
No. Responding does not remove or hide a review. Only Glassdoor can remove a review, and only when it breaks the Community Guidelines or is clearly false based on independent information. Employers can flag a rule-breaking review free through their account while also posting a neutral public response, since the flag may not succeed.
What should you never say in a Glassdoor response?
Never name or hint at the reviewer's identity, team or departure date, never threaten legal action, and never call the reviewer a liar. These replies are public and permanent, and they can raise privacy and retaliation concerns. Disputing the account in public also draws more attention to the review than it would otherwise receive.