Handling The ‘New Review’
Online reviews have always been used to help people make a final judgment on where they eat, drink or stay.
In the post-lockdown world, customers will be paying special attention to the latest reviews, and looking specifically for safety and cleanliness content within them to inform their choice of venue.
Even if they aren’t looking for that detail, they’ll see it as review styles change.
We’re already starting to see reviews with content such as “…the online ordering app was hard to use…” or “…a table reservation system would have been better…” and “…excellent service and planned out and H&S / covid precautions”.
These types of things are going to be front and centre of the customer experience and bear the brunt of any criticism or praise.
If you are running a hospitality business, it will be compared to others on the basis of how well the new measures work for customers.
We recently installed an upgrade to our Reviews system that can help untangle these new reviews for owners: sentiment analysis.
It analyses the content of all your reviews and provides a summary of repeated themes and whether those themes are used in a positive, negative or neutral context.
With a quick glance, you can see if your ordering app is clunky or if your new menu items are going down a treat.
With this info in hand you can make any adjustments using real feedback, or reliably pump up the marketing on your new menu for example.
While stars and scores are useful, the words within the review are what can really make a difference.
To find out more about Reviews and sentiment analysis, get in touch with one of our team.