State of the Review

Welcome to the Reputology blog!  To kick things off, we present to you the “State of the Review” – an in-depth analysis of online reviewer behavior based on 1,500+ reviews for 350+ restaurant locations who we’ve been monitoring.  

You might think that online restaurant reviews are simply a function of the reviewer’s opinion on food, service and atmosphere.  But we found biases by the review site itself, size of the business, restaurant type, and even cuisine.  And the biases seem large enough to have financial implications.  So along with the results, you’ll find some commentary and hypotheses about why the biases exist and what it means for the business.

Before we delve deep into the juicy details, let’s establish some baseline facts:

avg # of reviews per week 3-29-2013

overall rating distribution 3-29-2013

The average restaurant receives about 1 new review every week.   Though the majority of reviewers give good ratings, on average, over 1 in 3 of those reviews is lukewarm if not flat out negative, i.e. 3 stars or less.

Contact us for a PDF copy of the entire “State of the Review”.

4 Replies to “State of the Review”

  1. People don’t feel the need to take ownership of and nurture chain restaurants, which would explain the difference in reviews…just a thought.

  2. Jack,

    Nice post. No doubt that this kind of information will spark many discussions in the corporate offices of many chains. Chains really do not seem to be benefiting from the community building that is so critical to online branding. Independent restaurants that almost obsessively focus on each and every guest will benefit from online reviews.

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