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Study on customer behavior against online restaurant reviews


In the Local Consumer Review Survey report by BrightLocal in 2018, a 91% of respondents claimed that they used the reviews and ratings online before making their purchases. In fact, for 84% of people, These views are credible and informative, so they are greatly valued.

The same happens in the catering business. Since the service is an integral part of the experience when eating out, we could say that has even greater relevance.

This is why studies like the one conducted by GatherUp, a platform reputation management online, They are of great importance for the sector. The current study investigates the main consumer behavior Internet users in relation to restaurant reviews and aggregators Rating.

To draw meaningful conclusions He was interviewed 500 Surveys by Google users. The main points of interest were extracted that are specified below.

Choice Restaurant

When respondents were asked about how often consult the restaurant reviews online, scores or similar, a 5.9% They confirmed that they always use, without exception; while a 12.9% They use them in most cases.

is still high number of people who do not use these pages: he 40.7% of participants they responded that they had never used these services.

Reviewing Websites and applications preferred by the public

Yelp qualifying leads the list of websites and apps phones with 29.2% of votes, as expected from a study in US. UU., where the page is a true titan reviews, difficult to unseat even by tech giants.

However, catering business should not be limited to use specialized pages TripAdvisor or already touted; Google and Facebook are equally important, adding including a 44.3% of total consultations.

Much smaller the visits experienced by applications Zomato o Zamat. Yes it approaches to interesting values OpenTable, bordering on 10% of the total.

The most important part of a review from the point of view of the consumer

The note set that has been granted to the web is the most important aspect. A 41.4% of consumers they felt so. It is logical that this is the predominant response for a balanced view dispenses with the most extreme views that are uninformative.

Restaurant Reviews They are also more effective if they show positive content or does not skimp on details. These two aspects are the most important for 29.2% and a 21.8% of the users.

Lastly are the views that resonate with the reader, only a 7.6% of respondents are wary of those restaurant reviews they like.

preferred form of the diners to stop feedback

surprisingly, even if the manager or waiter who has served the diner specifically requested, a third of visitors local time necessary to leave your opinion is not taken regarding food, service and setting.

Should be ordered, The opinion rather be in writing in a letter; through a app mobile or own site Restaurant; or through a review site as we discussed earlier. Respectively, a 24.4%, a 20% and a 19.8% people would do so.

it is detected that there are no major differences between the ways of acting and businesses restore their worth facilitate various routes when nurturing their online profiles with customer reviews.

The age of respondents plays an important role in the preferred method of communication. A) Yes, nearly half of respondents would write a letter to hand age 55 years, while texting, hardly pose a 5.3%, prevalent among younger demographics.

Frequency diners pour their opinion

It highlights the need for systems that espoleen publishing reviews. Although restaurants are the type of business on which most internet reviews are written, It is demonstrated by this survey half of the diners never share your experience In the local.

Only him 5.6% of respondents publish at least one review for every two meals away from home. It is customary to be made public once every long, coinciding with exceptional experiences, either exceptionally good or exceptionally bad. A 34.3% of those polled do so.

The study also seem to emerge two demographic trends. On the one hand women were more willing to write reviews. On the other hand, the age group most interest to record his experience in the restaurant is the segment running from the 35 to the 54 years.

App preferred mobile or web when writing reviews an opinion

Google is victorious this contest with six percentage points above Yelp, It is one with 23.5% of the users.

In Spain and other countries in Latin America which has barely affected Yelp, it is foreseeable that the search engine domain par excellence is almost complete. In our opinion, in hispanosfera, the only real competitor is Facebook, that picks up a survey 20.8% of opinions.

Then continue TripAdvisor, Open Table, Zagat and Zomato with decreasing percentages, It is the only significant TripAdvisor, bordering the 17 percentage points.

What encourages a magnificent review?

The food is the aspect that needs more care for the restaurant if you wish to receive positive reviews. A 42.7% of respondents say they eat something really delicious and well presented would encourage them to write a good review.

Service and value for money are two other aspects to take into account, in the first case, a 29.4% participants would take it as a good reason to write a review, while in the second one 21.4% consumers would do the same.

The lowest percentage corresponds to the environment, configuration and location of the establishment. Only a 6.5% diners justify write a review online for this cause.

Nevertheless, when the associated data are studied with the frequency of writing interview Reviews, an interesting trend looms. And is that near 40% most diners leave a review usually appreciate the atmosphere and location as the most important aspect which would write a positive opinion.

What encourages negative review?

Shares of the food and service are reversed from the previous section.

A) Yes, a surprising 51% of respondents would decide to pour a negative opinion if the service had been deplorable. Only a 31.6% would at the rate of food.

The atmosphere and location remains in last place, behind the value, would motivate almost 13% of the population to write negative opinions about the restaurant.

Replies to restaurant reviews

A 40.2% of respondents never expect business managers contestasen their reviews. In the opposite pole, a 11.8% always they expect that they would respond.

A similar percentage believes that the restorers bother reading reviews are taken and are simply there to help customers who come back. Another group of similar size expected only answer to bad reviews. Y, Finally, a 21.8% He believes that sometimes receive an answer.

Key findings and courses of action for restaurateurs

The study brings out a 58% of consumers use the restaurant reviews as a guide before visiting a local. Restaurateurs should enhance that positive reviews are left, and actually have it pretty easy, since half of the diners would be willing to leave a review.

To cause this is written and the place not be forgotten food is the best bet. Must ensure that the diner can use your favorite way to leave the opinion, whether it is a app mobile or business profile on a portal of opinions. Should respond to reviews as half of those who write them expect some sort of response.

To avoid problems with diners, Most importantly, the service is impeccable.

The store manager should not be afraid to ask expressly leave an opinion. Nor should we ignore the reviews, allow troubleshooting and strengthen ties with customers.

By last, we must remember that although some reviews are extreme, always they contain traces of reality in them. Without knowing the destructive part in a critique helps us to have more information about the business.

About the Author

Article by the editorial team of DiegoCoquillat.com. It has professionals both in the field of hospitality, gastronomy and tourism, and new technologies and innovation.


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