The Power of Online F&B Reviews

It’s undeniable that sites like Yelp, Trip Advisor, Eat24, Open Table, Google, Zomato and more are having a major impact on where people go to dine, which restaurants are seen as trustworthy and how opinions are formed about a restaurant’s overall dining experience. 

Gone are the days when people simply relied on word of mouth to judge a restaurant’s credibility and quality. Now, reviews from thousands of people can all be compiled in a few influential websites and the overall result can make or break a F&B business. 

Restaurant owners know that a good rating can increase sales and the proof is in the numbers. [1]A Harvard study found that having even a 1-star Yelp review can increase sales by 9%. The same study shows that an increase in even half a star on yelp’s rating system could cause a 30-49% chance of seats filling up during peak hours. That’s a big deal if your restaurant is struggling, or even if you just want to get sales up. 

Because of this impact, we’re seeing a greater increase in business owners actively managing their online presence, especially on restaurant review websites. [2]According to Review Trackers, 68% of restaurant owners in the US monitor and manage reviews on review websites. 

Another reason that interest in managing reviews is increasing is because [3]“88 percent of Internet users read online reviews in order to determine the quality of a local business.” This number is staggering, and shows the importance of online reviews forming and shaping the way modern consumers think about where to eat. 

Ways to improve your review-site presence:

1. Accommodate and solve negative review issues.

If a customer makes a valid complaint on a review website, you can probably assume that more people have had a similar experience. By fixing the issue and replying to these customers, you create the persona of a caring business that values customer feedback. 

2. Stay active.

If you haven’t updated your page or replied to a comment in years, chances are that people might assume you don’t care or have stopped evolving. Use review websites to stand out and interact with your online customer base.

3. Provide as much information as possible.

There’s nothing more frustrating to customers than seeing an incomplete profile page. Provide customers with everything from emails, phone numbers, addresses and more to ensure customers have all the data necessary to actually visit your establishment.

4. Post your best photos.

Entice customers with compelling photos so that even if there are a few negative comments floating about, customers will give you the benefit of the doubt thanks to your scrumptious-looking photos. 

5. Encourage your patrons to leave reviews.

Offer discounts, a free drink or any type of promotion possible to get as many reviews from your customers as possible. Boosting your rating by even half a star on Yelp can have a massive impact on sales, as we have seen. Chances are, if a customer is receiving freebies or a discount, they’ll give you a good review. 

[1] https://www.hbs.edu/faculty/Pages/item.aspx?num=41233

[2] https://www.reviewtrackers.com/restaurant-review-sites/

[3] https://www.reviewtrackers.com/restaurant-review-sites/