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Guest Sentiment Measurement

Understand Every Guest Experience with Restaurant-Trained AI

Guest Sentiment Measurement – part of Reputation Hub – transforms scattered feedback into clear, actionable insights.

It analyzes every comment from your surveys, reviews, and social media – then distills it into restaurant-specific themes, while providing all the big picture aggregated metrics you need.

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30+ Years Serving the Biggest Names in the Restaurant Industry

Powerful, Deep Guest Experience Sentiment Measurement

Instant Clarity on What’s Working, What’s Broken and What to Fix Next

Built Exclusively for Restaurants

Covers All Digital Channels

Fast, Scalable and Easy-to-Use

The Problem: Understanding Guest Sentiment Across Channels

One Place for All Restaurant Guest Sentiment Analysis

Analyzing guest feedback across surveys, online reviews, and social media is messy. Each channel speaks its own language, and without a way to bring it together, you lose time – and miss the message. Without a good way of breaking through the noise:

  • You can’t quantify what’s driving poor experiences.

  • You can’t prioritize action across locations.

  • You can’t accurately size the scale and impact of a problem.

A map of the United States highlighting regional trends in Restaurant Guest Sentiment.

The Solution: Guest Sentiment Measurement

Consolidate All Guest Feedback and Apply Restaurant-Trained AI to Surface Clear, Actionable Insights

Aggregated Trends:
High-level metrics – such as Average Star Rating – segmented by channel, location and more.

Organized by Theme:
From “Food Quality” to “Service”, feedback is auto-grouped into restaurant categories.

Restaurant AI:
Trained on millions of real restaurant interactions for unmatched accuracy.

Drill Down to Verbatims:
See exactly what guests are saying and why it matters.

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Guest Sentiment Measurement & Analysis

Restaurant-Specific Themes

AI-powered sentiment analytics trained specifically on restaurant feedback deep dives into sentiment around the key themes identified by our model as being critical to financial success.

A laptop screen displays data dashboards showing Restaurant Guest Sentiment analysis with charts, sentiment distribution bars, post counts, and key drivers such as service, beverages, food, and hospitality.

Cross-Channel Guest Sentiment Analysis

Channel Comparisons

Gain sentiment insight on each of the core review and social media channels.

Get the full picture of how you show up online.

A laptop screen displays a social media analytics dashboard, highlighting Restaurant Guest Sentiment with sentiment scores and post counts for Google, Instagram, and Facebook, alongside charts and a detailed posts list below.

Guest Sentiment ROI Calculator

What is the Tangible Dollar Value of Average Star Rating?

ASR ROI Calculator

Detail-Rich Restaurant Guest Sentiment Analysis

Drill Down to Individual Reviews, Surveys and Posts

Gain important context by drilling down to individual review verbatims from the top-level sentiment drivers.

A laptop displays a project management dashboard. Overlaying it are a social media post showing cocktails at a bar and two customer reviews highlighting positive Restaurant Guest Sentiment about the food and service.

Location-Specific Restaurant Guest Sentiment Measurement

Compare Across Locations

Make geographic comparisons drilling down to individual unit performance. Incorporate top line metrics like Average Star Rating, sentiment and theme of the verbatims and more.

A laptop displays a dashboard with Restaurant Guest Sentiment analysis, comparing company ratings. Pop-up boxes highlight average ratings, location (Greenlake), and negative sentiment themes: consistency and environment.
Twin peaks logo

“It’s so awesome to see our teams come together around this data, make an actionable game plan and then make a change.”

Destinee Rollins, VP of Marketing, Twin Peaks

Destinee Rollins of Twin Peaks Video Preview

Restaurant Guest Sentiment Measurement Platform

Explore Reputation Hub

Overview
Summary of entire Reputation Hub product.
Reputation Hub
Sentiment Benchmarks
How your guest experience stacks up against the competition.
Sentiment Benchmarks
Top Focus Points
Where to focus action for maximum impact.
Top Focus Points
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Restaurant AI
AI Guest sentiment analytics that are resturant-trained.
Restaurant-Trained Analytics
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Channel Integrations
Integrate direct with social media, review and email channels.
Integrations

Guest Experience Management Platform for Restaurants

Reputation Hub is a Key Pillar of a Bigger, Holistic Guest Experience Platform

Integrations

Connect with tools you already use to collect more and better feedback.

More on Integrations
A survey interface with questions about chicken katsu curry, including options to rate look, taste, portion, and value, seamlessly featuring Vita Mojo Integration for streamlined feedback on service speed, staff, ambiance, comfort, food, and more.

Survey Studio

Menu-level post-order guest survey feedback in one minute.

More on Survey Studio
A laptop displays a customer feedback platform with chat-style messages. Users exchange comments about BlackBoxBBQ’s Dundee location, sharing Restaurant Guest Sentiment, while staff reply to feedback on the mainly white and purple interface.

Reputation Management

Engage direct with guests across all digital channels and orchestrate action across your system.

More on Response Center

Performance Intelligence

Fueling the AI Restaurant Command Center With Unrivaled Guest Experience Insights

Guest Sentiment is even more powerful when paired with our Performance Intelligence platform.

By combining guest feedback with your sales and traffic data, you can:

  • Quantify the business impact of guest experience.

  • Identify experience drivers behind unit performance.

  • Prioritize high-ROI improvements.

Performance Intelligence
Platform Overview
Dashboard displaying performance metrics for "BBI Kitchen," including sales data, average rating, visitor counts, and graphical trends. The interface features tabs for insights, financials, and team data with graphs and tables.
Average Star Rating and Guest Sentiment Example

Talk to us today!

Leave your contact details and we’ll get in touch to discuss how we can help.

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