The more positive reviews a company receives, the more it makes.
Coco Bambu, Mundo Animal, Outback and Mania de Churrasco are the establishments with the best digital reputations observed in the report ‘State of reputation: Panorama de reviews no setor de restaurante’, carried out by the drive-to-store solutions company Harmo. They achieved ratings above 4.5 stars.
But the reality found by the study, which assessed 3,400 units from 30 chains present on Google’s ‘Business Profile’, is quite different. One of the main indicators for the composition of a positive image is the rate of return of reviews. But restaurants only respond to 24% of the reviews made by customers on digital media.
“A SoCi survey reveals that a 10% increase in positive reviews can result in an 8.8% increase in sales,” says Santiago Edo, CEO and co-founder of Harmo, which analyzed more than 450,000 reviews. The impact of digital reputation on establishments’ business still challenges industry leaders.
The rating, quantity, frequency and rate of reviews received and responded to should already be part of the results strategy of establishments. “There is no shortage of evidence regarding the relationship between reputation and revenue. The more positive reviews a company receives, the more revenue it makes,” Edo points out.
Read the full article in the edition of propmark August 5, 2024
