Should you use the customer's name when replying to a review?

Short answer

Yes, when you have it and it's natural — using a first name makes the reply feel human and personal instead of automated. Just don't add personal details they didn't share themselves.

Keep it comfortable

• Use the name Google shows or that they signed with.
• Don't reveal private information (full name, account, what they bought) they didn't put in the review.
• If there's no clear name, a warm "Thank you so much" works fine.

A named reply is one of the simplest signals that a real person read and cared — which is exactly the personal touch good automation preserves.