It’s no secret the restaurant game is competitive and diners have the power in their hands. Whether it’s choosing not to return to a restaurant or writing a review about their experience, it’s important for operators to do their best to uphold their venue’s reputation.
Research from Yellow has shown user reviews play a crucial role in the diner decision-making process. 68 per cent of social media users read online reviews or blogs, with eight the average number of reviews or blogs read before making a purchase decision.
On the flip side, 43 per cent of Australians have posted reviews on their experiences, which means maintaining venue reputation is a must.
OpenTable’s Review Manager can help operators attract first-time diners and turn them into regulars through smart reputation management.
The system allows operators to monitor reviews across 15 websites including TripAdvisor, Google and Facebook and features the ability for users to engage in sentiment analysis to compare and understand reviews.
Operators can undertake keyword search analysis to see all reviews based on mentions of menu item, ambiance and more and ask for additional feedback from communicate with guests through post-dining surveys. The system also provides daily and weekly feedback reports to summarise reviews and ratings.
Reputation and reviews play a crucial part in the diner discovery journey, so make sure you’re across what your customers are saying by using OpenTable’s Review Manager.
Learn more about Review Manager here: https://restaurant.opentable.com.au/solutions/venga-by-opentable-au
