Learning from Consumer Online Reviews

Global Restaurant Chain


Online customer reviews can make or break the reputation of a business. We were hired by a PR agency working for a well-known global restaurant chain to provide insights into how online recommendations were influencing opinions about their restaurant properties in various UK locations. Using Qualimetrics™ to produce a sophisticated emotional analysis of online content, we could demonstrate what was enhancing or diminishing the customer experience, comparing locations and benchmarking against a group of named key competitors. The ability to separate UK-generated content from that generated in other markets was key to gaining an understanding of local success factors and opportunities.

Coffee in restaurant
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