How Positive Ratings and Reviews Help Restaurants Get New Customers
Customer ratings and reviews can have a significant and valuable impact on your business.
According to Modern Restaurant Management, an increase of just one star can give a business an approximate 5-9% increase in revenue. And an increase of just one-half star would likely fill your seats during peak business times.
They also reported that 34% of diners choose a restaurant based on peer review websites.
And 53% of 18-to-34- year-olds reported that online ratings and reviews factored into their dining decisions. Whether good or bad, these reviews provide priceless feedback you can use to improve your overall customer experience and help attract new customers.
Based on these statistics, if you’re not monitoring and actively taking steps to improve your customer ratings, you could be impeding potential new customers from choosing your restaurant, and leaving a lot of money on the table.
Customer ratings and reviews also allow you to recognize specific things that customers love, and those that need improvement.
In today’s competitive market, restaurant owners and operators should be constantly monitoring their online ratings, reviews, and conversations about their business.
Positive restaurant reviews not only generate a great deal of marketing power and social proof to attract new customers, but they contain hidden gems of information about your food, service, and atmosphere.
Why Asking for Ratings and Reviews Is Important
Online ratings and reviews are key to attracting (and retaining) new customers. They increase your brand’s visibility and help potential customers discover and choose your restaurant.
Unless you are a large brand, you are probably not bringing in a large number of consistent ratings and reviews. According to a BrightLocal Local Consumer Review Survey, 85% of consumers think that online reviews older than 3 months aren’t even relevant and 40% of consumers only care about reviews submitted within the last two weeks.
Knowing this, it should be a priority to proactively seek out positive online ratings and reviews by asking your customers.
Unfortunately, simply asking them verbally is not as effective because many of them will forget, or they will simply not have the time to find your rating pages online. Plus, it can become very cumbersome and time-consuming.
To alleviate this obstacle, restaurateurs can use email and SMS messaging to request ratings and reviews. That way, customers will have the links to your rating pages on their device, and they can leave a rating or reviews when it is convenient for them.
This will help ensure a consistent flow of positive online reviews to help attract more new customers.
Bloom Intelligence can automate this process for you. This can be done in two ways, both discussed below.
How Bloom Intelligence Can Automate It for You
Bloom Intelligence uses WiFi technology to understand customer behavior while they are at your physical location.
Using this technology, Bloom can identify when a customer arrives and leaves your establishment.
After a pre-configured amount of time has elapsed after the customer leaves, you can send them a message asking them to rate their experience on Google, Facebook, or directly in the Bloom platform.
The message will contain links that will take them directly to your rating pages on Facebook or Google.
Their responses are published online, and also to the Bloom database – in real-time. Then, you will be able to see, manage, and respond to all of your reviews in Bloom’s easy-to-use platform.
The message will also contain a link asking them to contact you directly if they had a bad experience. This way, frustrated customers will likely contact you instead of posting online.
Then, you can engage those customers to make things right again. Over time you will see your ratings and reviews become more positive, leading to better customer acquisition and retention, and increased revenue for your business.
Create a Ratings Feedback Loop Using First-Party Surveys
Using Bloom’s advanced marketing suite of tools, it is quick and easy to create a rating feedback loop using a customer survey campaign.
Bloom users create the message that will be sent to their customers. This message will typically thank them for a recent visit and ask them to provide a rating of their experience – from one-half star to five stars.
The message can be configured to be sent after a specific amount of visits to your restaurant so they do not get the message after every visit.
Then, a rating threshold is set for which a follow-up message will be sent. For instance, if the threshold is set at 2 ½ stars, then if the customer gives a rating of 2 ½ stars or less, a follow-up message can automatically be sent.
In this case, the follow-up message would offer an apology for providing anything less than stellar service and can include an incentive to get them back through your door for a second chance.
The idea is to grab their attention and offer some kind of resolution to their issue. And to do it before they get to an online rating website.
If they know their issue is being addressed in a friendly and positive manner, they will most likely refrain from complaining online.
Over time, this could mitigate many negative reviews that would have been sitting online – damaging your reputation – for years.
Do Not Ignore Positive Ratings
Likewise, if the customer gives a good rating in the initial message, you can follow up with a message thanking them, and include links to your pages on Yelp, Google, TripAdvisor, or any other online ratings website.
Again, over time, this will greatly increase the number of positive restaurant ratings and reviews you have online.
Using Bloom, users can see all of their ratings for any given time period. Any comment/review the customer added is also shown.
They can be sorted by the rating itself, or by date, customer name, or physical location.
By studying the ratings list, you can find hidden trends or issues you were unaware of.
And you can watch and respond to all your reviews right inside the Bloom platform.
Discover Bloom Intelligence
Attracting new customers is a very important part of any business. Online ratings and reviews can make a huge impact on customer acquisition.
Bloom Intelligence saves restaurant operators time and money by automating key marketing and customer acquisition strategies.
What you have read above is only a fraction of what Bloom can do to save you time and money while finding new customers, keeping them coming back, and improving your revenue on autopilot!