By on

In the restaurant and foodservice industry, online reviews serve to provide valuable information about the kind of customer experience your restaurant is delivering. 

According to review management and customer feedback software company ReviewTrackers, customers are 43 percent more likely to leave a review after a positive experience at a restaurant and 46.7 percent more likely after a negative experience. (Read about more trends and insights on online restaurant reviews.)

No matter their sentiment, these online reviews, along with the insights extracted from them, can help your company deliver better experiences to customers and diners. For example, Hwy 55 Burgers, Shakes, and Fries, a 1950s-style diner restaurant brand with more than 100 franchise locations, uses customer feedback found in online reviews to improve operations.

The team at Hwy 55 noticed that the word “waitress” correlated heavily with a number of negative reviews found online. They investigated the issue and found that in some of their locations, waiters and waitresses took too long to greet and serve guests who had already sat down. 

Andy Moore, director of communications at Hwy 55, says his team took action on this analysis.

“We made this a priority in our training and onboarding process,” he says. “We also used the opportunity to remind everyone in a company-wide email on the steps to greeting a customer and serving him or her as quickly as we can. It was interesting because we felt we were doing pretty okay at that, and then we realized that it actually was a real pain point for us.”

Read the case study for more on how Hwy 55 innovates based on online reviews and guest feedback:

Hwy 55 Case Study

Learn About Online Reviews and Customer Feedback at the NRA Show 2017

Restaurant and hospitality executives can learn more about how to manage customer feedback at the National Restaurant Association (NRA) Show, to be held May 20 to 23, 2017 at the McCormick Place in Chicago, Illinois.

ReviewTrackers, an official US Foods Value Added Services partner, is set to join thousands of restaurant, foodservice, and hospitality professionals as one of the NRA Show 2017 exhibitors.

Say hello to the ReviewTrackers team at Booth No. 7057 to hear more about Hwy 55’s success story, and to learn how you can monitor online reviews, manage customer feedback, and harness the Voice of the Customer to improve customer experience. (NRA Show attendees can also send us a message here.)

  • What: Meet ReviewTrackers at the NRA Show 2017
  • When: May 20 to 23, 2017
  • Where: Booth No. 7057, McCormick Place in Chicago, Illinois

The NRA Show 2017 is the event for restaurant and hospitality executives looking to discover, learn, connect, inspire, and gain the tools needed to innovate and thrive. The event features more than 2,000 exhibitors representing 900+ product categories, as well as hundreds of experts leading 70+ education sessions and demonstrations. (Don’t have your badge yet? Click here to register.)

You’ll also like: “Customer Experience Conferences to Attend This 2017″

Megan Wenzl

Megan is the Associate Editor for ReviewTrackers. She’s a writer who is committed to finding useful information to help your business succeed. Megan holds an M.A. in journalism from Columbia College Chicago.

Discussion

  1. brian

    how about the ONLY negative review being from a friend that accompanied a buyer (with no issue) ALREADY in a bad mood and threw her bad mood all over facebook, google….’t pay for the food, didn’t eat the food….original (regular) was happy.

    Reply

Comment