In 2024, we all know that Average Star Ratings (ASR) is a major factor in a restaurant brand’s success or failure.
Google is king when it comes to review platforms.
And as a search engine, it puts the power literally in a customer’s hands.
We all have the power to vet a location and see the reviews before we actually go there.
Furthermore, we can see that people use reviews to influence their purchasing behaviors.
Black Box Intelligence’s data shows a direct correlation between weekly sales and a brand’s ASR.
Limited Service brands with an ASR of 4.4 or higher see their Average Weekly Sales at around $57k, compared to those with an ASR of 3 or less, which saw only $30k.
And Full Service? The gap widens: brands with an ASR of 4.4 or higher see their Average Weekly Sales at around $100k, compared to ones with an ASR of 3 or less, which saw only $30k.
The success or failure of a brand in the review space often hinges on how well it executes its ASR strategies.
From generating more reviews to effectively responding to them, each step plays a critical role in shaping your brand’s reputation.
Consistently high ratings can drive customer traffic and boost sales, while poor management of reviews can lead to a decline in both.
That may sound like a lot of pressure. But don’t worry: the BBI Experts have your back.
At Black Box Intelligence, we offer not only insights but also ASR strategies and actionable steps to help elevate your brand’s reputation and growth.
So, let’s break down all the ASR strategies your business needs to thrive.
How Do I Get More Reviews?
One of the best ways to encourage more reviews is to make the process easy and accessible for your customers.
You can do this by asking for feedback at the right moments, such as after a meal, through a follow-up email, or via a QR code on receipts.
Additionally, engaging with customers on social media and in person by emphasizing how much their feedback matters can also motivate them to leave a review.
By encouraging reviews and creating a seamless process, your restaurant can steadily increase the number of reviews, ultimately enhancing your star rating and attracting more guests.
When Should I Respond to Reviews?
One of the most critical ASR strategies is ensuring prompt response times to customer reviews.
Specifically, we suggest responding within 24 hours.
For example, we encourage our customers to use quick replies at Black Box Intelligence.
These demonstrate that a restaurant is attentive and cares about guest feedback.
A fast response can help turn a neutral or even negative experience into a positive one.
Should I respond to Positive Reviews, and If So, How?
A key component of effective ASR strategies is responding thoughtfully to positive reviews.
Even when a review is positive, it is imperative to open up the conversation and acknowledge and appreciate the customer with a response.
Acknowledging and appreciating positive feedback reinforces customer loyalty and enhances your brand’s reputation.
Best practices include personalizing your response by mentioning specific details from the review.
A personal response shows that you are genuinely listening and valuing the customer’s experience.
Additionally, it’s an opportunity to highlight your brand’s strengths. This will subtly reinforce the qualities that make your restaurant stand out.
By responding genuinely and consistently, you turn satisfied customers into enthusiastic advocates for your brand.
So make sure you respond to help to drive future business and maintain high star ratings.
How Do I Respond to Neutral or Mixed Reviews?
Neutral reviews offer a unique opportunity to improve your ASR strategies by turning a lukewarm experience into a positive one.
A best practice is to ask follow-up questions or send a brief survey to understand what could have improved their experience.
This shows the customer that their opinion matters and that you’re committed to improving.
By addressing their concerns thoughtfully and encouraging them to return, you can potentially convert a neutral reviewer into a loyal customer, positively impacting your brand’s overall ratings.
![The image features a quote from Gabby Behr, Restaurant Customer Experience Specialist, alongside her photo. The quote reads: "And I think a best practice there would be still [trying to find out] what could make the guest's experience better next time. And hopefully, by responding & acknowledging them, you'll prompt them to return." ASR Strategies are crucial here. The Black Box Intelligence logo is at the bottom](https://blackboxintelligence.com/wp-content/uploads/2024/09/Gabby-Behr-Quote-Asset-responding-to-reviews.jpg)
How Do I Respond to Negative Reviews?
Responding to negative reviews is a crucial element of effective ASR strategies, as it can make or break your brand’s reputation.
Avoid lengthy public exchanges; instead, offer to take the conversation offline by providing contact information for further discussion.
Going offline can also prevent negative reviews from escalating.
This approach shows the customer that their feedback is taken seriously and allows for a more personalized resolution.
Ensuring that the customer feels heard and valued can help mitigate the impact of the negative review and even turn a dissatisfied guest into a loyal one, ultimately strengthening your brand’s image and improving future ratings.
What Are The Biggest Mistakes When Handling Reviews?
As we mentioned, one of the biggest mistakes is allowing negative conversations to unfold publicly, which can damage your brand’s reputation.
As part of your ASR strategies, addressing negative feedback promptly and taking the conversation offline whenever possible is essential.
Another common misstep is responding to reviews with generic, robotic replies.
This can make customers feel undervalued and disconnected from your brand.
Instead, we highly encourage using language that reflects your brand’s tone and culture.
Also, focus on crafting personalized, genuine responses that are relevant to the review you are responding to. This is key to making the customer feel heard.
Consistency is also key—failing to respond to all reviews, whether positive, neutral, or negative, can give the impression that you don’t care about customer feedback.
Avoiding these mistakes can significantly enhance your review management efforts, strengthening customer relationships and better overall ratings.
Conclusion
To wrap things up, nailing your ASR strategies isn’t just about getting higher ratings.
It’s about building a solid, lasting reputation that keeps customers returning.
By staying on top of customer feedback, responding thoughtfully to every review, and steering clear of common mistakes, you can really make your restaurant stand out.
Black Box Intelligence is here to help with all the tips and strategies you need to succeed.
Put these best practices to work, and you’ll see your ratings, customer loyalty, and sales all start climbing.
To learn more about better managing your ASR, check out GuestXM below.