As a restaurant, café, or hospitality bar owner, staying on top of review trends and customer behaviours is crucial for managing your online reputation effectively. The 2024 Local Consumer Review Survey reveals valuable insights into how diners interact with and perceive online reviews, enabling you to refine your approach to managing your restaurant’s reputation.
Local reputation and review trends responses
91% of people say local reviews shape their view of big brands. Responding to all reviews, good or bad, is crucial—88% of consumers prefer restaurants that engage with their feedback.
When you reply to reviews, it shows customers that you care about their experience and value their input. This can turn a negative review into a positive customer interaction.
Platforms and review sites
Consumers are checking out multiple review sites before choosing where to eat—41% look at three or more platforms.
Google remains king, but its use dropped slightly from 87% to 81% in 2024. It’s important to maintain a presence on various platforms like Yelp, TripAdvisor, and even social media sites where reviews are becoming more popular.
Social Media influence
Instagram and TikTok are rising stars for reviews, with 34% and 23% of people using these platforms respectively. Don’t miss out on engaging here!
Share customer stories, behind-the-scenes content, and encourage happy customers to share their experiences. This can help attract a younger, tech-savvy audience to your restaurant.
Consumer preferences and trust
Half of the consumers trust online reviews as much as personal recommendations.
69% look for positive, detailed experiences in reviews, and named reviews are gaining trust. This means that having genuine, detailed reviews with names can greatly impact how new customers perceive your restaurant.
Review trends of recency and volume
27% of customers want reviews no older than two weeks. Having between 20–99 reviews helps in establishing trust. Make sure you consistently gather new reviews to keep your feedback fresh and relevant. This can be done by regularly asking satisfied customers to leave a review.
Methods of requesting reviews from customers
In 2024, the top three methods for asking for reviews are: email 32%, in-person 28%, and via social media 27%. Despite the crowded nature of email inboxes, 32% of consumers still say they are more likely to respond to review requests through this method.
Automated Feedback Collection
resOS can help you automatically gather feedback from your guests, minimizing negative comments and encouraging positive online reviews. After a guest visits your restaurant, resOS sends them a short email or SMS asking if they would recommend your restaurant.
Their response, along with ratings in categories like Food, Service, Atmosphere, and Value for money, is collected easily.
Responding to reviews
Timely responses matter—34% expect a response within 2–3 days. AI-generated responses are also gaining popularity, with 58% of people okay with AI-drafted replies.
Quickly addressing customer feedback shows that you are attentive and care about your customers’ experiences, which can improve overall satisfaction.
👉 For more examples on how to respond to bad reviews, read this article
Actionable strategies
🗣️ Engage with reviews
Respond to all feedback to show you care. This builds a positive image and encourages more customers to share their experiences.
Example: Thanks for your visit, [Name]! We’re glad you enjoyed it and hope to see you again soon! 😊
Example: Sorry about your experience, [Name]. Please reach out at [Contact Info] so we can make it right.
🖥️ Use multiple platforms
Be present on major review sites and social media. Diversify where you gather reviews to reach a wider audience.
Example: Set up and maintain a Google My Business profile, and share stories on Instagram and TikTok to engage with different customer segments.
💬 Encourage recent reviews
Prompt customers for reviews soon after their visit. Offer incentives to motivate them.
Example: Offer a small discount for leaving a review within a week. This keeps your reviews up-to-date and shows potential customers recent feedback.
If a guest rates their experience positively (above 3.5 stars) based on the internal app review function, resOS prompts them to leave a review on your chosen platform. This strategic approach ensures that more positive reviews are showcased online, enhancing your restaurant’s reputation.
Try real-time guest feedback
Transform customer insights into actionable improvements for a better dining experience.
Extensive review trend monitoring
All collected ratings and feedback are displayed in the Reports section in resOS app, allowing you to monitor guest feedback and respond promptly. This tool helps maintain your online presence and improve customer satisfaction continuously.
🤖 Make the most of AI
Use AI tools to help draft responses, then personalize them. This saves time while maintaining a personal touch.
Example: Let AI craft a response, and tweak it with personal touches before posting. AI can handle the routine responses, allowing you to focus on more complex customer interactions.
Conclusion
Understanding and making use of consumer review trends can positively impact your restaurant or café’s success. By focusing on Google Reviews and utilizing tools like resOS for automated feedback and review management, you can enhance your online reputation, attract more customers, and ensure consistent, positive engagement with your diners.
