The Proven Recipe for Restaurant Review Management

If you move to a new city, restaurants often rank among the first recommendations any local offers. They might ask “Have you heard of…?” or insist “You have to eat at…!” to get a real taste of your new home. And it makes sense: we all have to eat, and everyone has opinions on what or where to eat best.

Despite the industry’s notorious competitive streak, restaurants continue to show robust growth: Statista data shared a 57% overall increase in annual out-of-home food expenditure for US households between 2010 and 2023.

Yet, while people are spending more on dining experiences, they’re also becoming more selective about where to go, intensifying competition—especially with the ever-growing number of options. In this landscape, reviews have emerged as a crucial differentiator, helping businesses stand out and build trust with discerning customers.

To succeed, restaurants need to prioritize effective review management—and we’re here to show you how. It all begins with understanding how the electronic world of mouth has evolved during recent years, now spreading faster and reaching wider audiences than ever before, making reviews a critical tool for attracting and retaining customers.

Review Management: An Absolute Must for Restaurants

The most important aspect to understand about reviews is that they serve a dual purpose: they provide valuable insights for consumers making decisions, and feedback for businesses to improve the customer experience.

Attracting the Attention of Potential Diners

A growing number of consumers check online reviews before booking a restaurant table. One Toast survey found that just 18% of people say they rarely or never check a restaurant’s online rating before visiting—putting them firmly in the minority, so cultivating high star ratings and encouraging positive reviews should be a top priority.

Moreover, online reviews are asignificant factor that search engines examine when ranking eateries, so they should take strategic priority when managing local SEO for restaurants. Especially positive reviews, and active responses, can boost your restaurant’s online visibility, increasing your reach and driving footfall. And did you know that consumers are more likely to opt for a business that actively responds to reviews?

Forging Connections with Existing Customers

Besides attracting potential diners, reviews are a rare opportunity to engage directly with your customers. By reading and replying, you acknowledge your customers’ feedback, implicitly showing them that you value their opinions.

Diners often express themselves more candidly through online reviews than in a face-to-face conversation during or after their meal. On the one hand, they can focus fully on the review, rather than enjoying their food. On the other hand, they may feel more comfortable voicing their opinions where they feel less likely to face confrontation, and also more anonymous.

Improving Customer Experience

Online reviews can provide feedback on just about every aspect of your restaurant, including some corners where operators tend to develop blind spots. Serving high-quality food is a labor of love, so feedback from an outside source—whether positive or negative—can prove an invaluable asset.

Moreover, consumers view their neighborhood restaurants in a different light than the overarching brand landscape, so engaging with reviews from your local community calls for special attention.

Aspects of Reviews Specific to Restaurants

Dining has been talked about as a highly sensory experience since antiquity. As the old Roman adage goes: “We eat first with our eyes.” This still rings true today, as many factors besides the food’s taste or quality of ingredients can impact a customer’s review.

Here are some key factors that set restaurant reviews apart:

• Sensory Emphasis: Unlike many other industries, restaurant reviews often focus heavily on sensory details, such as the taste, presentation, and aroma of the food, as well as the ambiance of the space.

• Visual Content: Restaurant reviews are frequently accompanied by photos, with diners capturing their meals, drinks, and the overall vibe, making visuals a critical component of the review process.

• Emotional Context: Dining experiences often carry emotional significance—whether it’s a romantic dinner, a celebration, or a casual outing—which impacts how customers perceive and review the experience.

• Service and Atmosphere: Factors like the friendliness of staff, wait times, music, lighting, and décor play a significant role in reviews, far more than in industries like retail or services where the product or service quality is usually the sole focus.

• Social Influence: Dining is often a shared experience, and restaurant reviews are more likely to be influenced by group dynamics or social media sharing, amplifying their reach and impact.

• Frequency and Variability: People often visit restaurants multiple times or try different items, which can lead to more reviews based on varied experiences, unlike single-use products or services.

An extensive TripAdvisor survey highlighted the quality of food, service experience, and perceived value as far and away the most decisive factors informing customer reviews. However, a significant minority of customers also highlighted location, atmosphere, and wait times as additional key elements.

Another recent survey by BrightLocal highlighted the enduring popularity of Google, Facebook, and Yelp as sources of local business reviews. However, don’t neglect hospitality-specific platforms like TripAdvisor, OpenTable, and Foursquare City Guide, while younger generations also tend to turn to social media as a source of information.

While all of this added complexity may seem daunting, more specific customer feedback means more readily actionable responses. What’s more, responding to reviews by outlining how you’re taking action publicly demonstrates your commitment to ongoing improvement.

Review Management: An Essential Part of Reputation Management

Review management entails actively tracking and responding to customer reviews, taking action to improve your restaurant’s reviews and star ratings. That all feeds into a broader strategic approach: reputation management, targeted actions to monitor and enhance the overall perception of your establishment.

At the core of reputation management, however, is effective review management. Positive reviews provide priceless social proof that your restaurant is the real deal, helping you forge a stronger online reputation.

Responding to Reviews: A How-To Guide for Restaurants

From food quality to ambience, restaurant reviews are highly subjective. All the same, you should strive to understand the issues raised when you engage with reviewers, and your responses should be objective, measured, and professional.

Celebrate Praise in Positive Reviews

Congratulations! A customer enjoyed a wonderful meal at your restaurant and left a glowing review online. You’re well on the way to becoming a local favorite. But don’t relax: strike while the iron is hot with an engaging response. Thank the customer for taking the time to leave feedback, and invite them back, consolidating your fledgling relationship.

Dear [Customer Name],

Thank you so much for your kind words! We’re thrilled to hear you enjoyed your experience at [Restaurant Name]. It’s always great to know that our [specific dish/service/ambiance] made a positive impact.

We look forward to serving you again soon and hope to continue exceeding your expectations! Don’t forget to check out our [upcoming specials, events, etc.] during your next visit.

Dig Deeper into Neutral Reviews

A neutral review is an opportunity to identify areas for growth, so use it as constructive feedback to enhance the customer experience. Encourage further engagement by inviting them back to try something new, and make sure to leave the door open for continued communication. Always keep your tone friendly, professional, and appreciative.

Dear [Customer Name],

Thank you for taking the time to share your thoughts with us. We appreciate your honest feedback and are glad to hear that there were aspects of your visit that you enjoyed. At the same time, we’re always looking for ways to improve and would love to hear more about how we can enhance your experience in the future.

If you have any suggestions or if there’s anything else you’d like to share, please feel free to reach out to us at [Contact Information]. We hope to have the pleasure of serving you again soon.

Handle Negative Reviews with Tact

Nobody enjoys a negative review—but if a customer leaves valid and constructive feedback, it represents an opportunity to improve, learn, and foster a relationship through authentic communication.

Always remember to acknowledge the customer’s points, apologize when necessary, and explain your proposed resolution. Ultimately, this is a sensitive task and calls for finesse and consideration.

Dear [Customer Name],

Thank you for sharing your feedback with us. We’re truly sorry to hear that your recent experience did not meet your expectations. At [Restaurant Name], we strive to deliver excellent food and service, and it’s disappointing to hear that we fell short during your visit.

We would love the opportunity to make things right. Could you please reach out to us at [Contact Information] so we can discuss your experience further? We appreciate your input, as it helps us improve and ensure that future guests have a better experience.

We hope to welcome you back soon.

Encouraging Your Customers to Leave Reviews

A recent survey found that 19% of all US consumers had left at least one online restaurant review in the last month, which corresponds to roughly 49 million people. Nevertheless, in the fierce battle for online visibility you should actively solicit reviews to build a positive reputation.

Asking customers for reviews is a fine art: where, when, and how you ask for reviews will determine how many you generate. Your request should be simple and direct, polite yet personal, and walk the line between offering incentives and outright bribery.

Restaurants can train their staff to request reviews in person during peak customer satisfaction moments, such as when delivering the check or saying goodbye after a meal.

Additionally, follow-ups via email or text message—depending on the point of contact collected during the reservation or payment process—can be effective ways to remind customers to leave a review once they've left.

Hi [Customer Name]! Thanks for visiting [Restaurant Name]. We’d love to hear about your experience! Could you leave us a quick review here? [Insert Link]. It only takes a moment, but would mean the world to us—and help us improve and provide the best experience possible.

Tools and Tips for Effective Review Management

Monitoring numerous platforms and responding to wide-ranging customer reviews both empathetically and professionally, all while maintaining a consistent brand voice? That’s no mean feat. However, dedicated tools can help restaurants and marketers manage these tasks:

• Review templates: Creating a library of review templates for different scenarios enables you to speed up review responses while leaving plenty of space for personalization.

• AI assistants: As their technology matures, AI assistants are increasingly capable of responding to customer reviews. Automating responses with intelligent tools can save time and ensure consistency while preserving your authentic brand voice.

• Sentiment analysis: Advanced AI-powered analysis tools scrutinize the issues customers raise in their reviews to identify aspects that work well, highlight areas in need of improvement, and derive actionable insights for your restaurant.

None of these tools are silver bullets on their own. However, together they allow you to ramp up your review management activities while safeguarding the quality and consistency of your responses.

A Single Platform for Holistic Review Management

Analyzing and responding to dozens, hundreds, or even thousands of reviews across multiple review sites can quickly prove time-consuming and expensive if you tackle them manually. Plus, even the most skilled employee can struggle to spot emerging patterns in a large body of reviews.

Uberall offers a more efficient solution with review management software that allows you to monitor, manage, and analyze reviews across various platforms from one central location. By utilizing intelligent tools and AI-driven insights, you can even streamline and automate your review management process, improving efficiency and ensuring a positive online presence.

Interested? Reach out to schedule a demo!