Prioritisation of responses

How to prioritise? Which comments do I respond to?

For optimum impact, the answer is simple: all of them. 

First, respond to all negative and neutral comments

If you do nothing else, make responding to all negative to neutral feedback your top priority.

Ensure the person replying to clients feedback has the authority to solve problems and offer solutions. Showing empathy for the situation and being respectful is vital to successful response management, but providing action is at the core of what the customer wants.

Respond to happy customers comments as well

This is the easiest and fastest part.

The key is to acknowledge how much you value their feedback and keep them engaged, nurturing this happy relationship, and the key to referral generation.