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Reputation Hub

Turn Guest Feedback into Smarter Customer Experience Actions

Harness AI to surface the trends, themes, and priorities hidden inside your reviews, surveys, and social comments with Reputation Hub – so you can focus on what matters most.

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30+ Years Serving the Biggest Names in the Restaurant Industry

Superior Customer Experience Management for Restaurants

Actionable Intelligence from Every Guest Interaction

Reputation Hub is your centralized system for analyzing and benchmarking customer feedback – reviews, surveys, social posts, and more.

Powered by restaurant-trained AI, it identifies emerging guest experience issues, tracks sentiment over time, and pinpoints the changes that will have the biggest impact.

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

Why Reputation Hub

From Feedback to Action

Consolidated Feedback:
All reviews, surveys, and social comments in one place.
AI-Driven Insights:
Restaurant-specific themes and language models.
Action Prioritization:
Focus teams on the highest-impact improvements.
Market Context:
Benchmark against the competition to establish if it’s YOU or the market.

Restaurant-Trained AI Analysis

AI Analytics Model for Restaurants

Reputation Hub is powered by our restaurant-trained AI analytics model.

Find out more about how it all works and why this makes it the best guest sentiment analytics tool for restaurant brands.

More on Restaurant AI
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Guest Experience Sentiment

Guest Sentiment Measurement

Get the complete view of your guest experience with deep quantitative and qualitative sentiment analysis.

Compare by channel and location, and drill down to individual reviews, social posts and survey responses to find out what’s working and what’s not – direct from the voice of the guest.

More on Guest Sentiment Measurement
A laptop screen displays data dashboards with bar charts showing post evolution and sentiment distribution, highlighting Guest Experience. A floating menu lists Service, Beverages, Food, and Hospitality with corresponding numbers.

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Learn More From Our Team

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Benchmarked Guest Experience

Guest Sentiment Benchmarks

Clearly establish: Is it YOU or the market?

More on Sentiment Benchmarks
A data dashboard compares restaurant brands on metrics like reviews, food, and service. Highlighted cards show Overall Sentiment, Consistency, and Experience scores for BlackBoxBBQ and competitors using Restaurant Guest Experience Benchmarks.

Prioritized Guest Experience Management

Top Focus Points

Our restaurant-trained AI model distills all incoming feedback to show which themes are trending and which issues are most urgent- ranked by impact, location, and volume – so your team can prioritize the right fixes, fast.

More on Top Focus Points
The image displays the Peloton logo, featuring the brand name "Peloton" in bold, modern black letters with a stylized 'P' icon to the left, often seen on materials like the Guest Experience Survey.

“With BBI, we are able to optimize every guest experience with greater confidence and speed than ever before.”

Rob Papps
CEO, Nando’s

A person sits cross-legged on the floor reading a book, surrounded by a pile of books and holding an open book in their hands, perhaps filling out a Guest Experience Survey. Shelves full of books are behind them.

“Our NPS has been steadily increasing. We’ve also seen our online reputation scores climbing and we have seen a direct link between NPS and sales growth.”

John Welsh
MD, Hickory’s Smokehouse

A black silhouette of a teapot with a handle on top, a spout on the right, and a round lid in the center—an understated design, as simple and direct as a Guest Experience Survey.

“Preserving and retaining our to-go guests are now huge parts of our business. This [BBI] data changes that and helps us get better.”

Hernan Mujica
CIO, Texas Roadhouse

A stylized black compass rose with dotted accents is to the left of bold capital letters "NWTC," representing direction and clarity, much like a Guest Experience Survey, all set on a white background.

“It was like someone had turned on the lights. Within two weeks we were seeing an uptick in our NPS and after a further two weeks, we were seeing higher sales growth.”

Chris Hill
CEO, New World Trading Company

Logo for Ronhill Brewery & Restaurant featuring a stylized bird formed from barley and hops above bold text that reads "RONHILL BREWERY & RESTAURANT," designed to reflect the quality noted in our Guest Experience Survey.

“I’ve not come across a better system of gaining actionable guest feedback in the moment. [Restaurant managers] have a tool now that enables them to very specifically drill down on what they can do to improve the guest experience.”

Chris Westcott
CEO, Iron Hill Brewery & Restaurant

A person sits cross-legged in a meditative pose, hands forming a circle, appearing calm and centered—much like the focus needed when completing a Guest Experience Survey, representing meditation or mindfulness.

“We’ve seen remarkable growth in both our NPS and online reputation, which has risen by 1.5 stars, since working with BBI.”

Dean Wilson
Director, Olive Tree Brasserie

A black silhouette of a person sitting at a desk, working on a laptop. The person appears focused, perhaps completing a Guest Experience Survey, with one leg crossed over the other and hands typing on the keyboard.

“BBI definitely gives you that power to make change. If you’re the kind of organization that is striving to be the very best then [BBI] gives you the information that you can act on.”

Richard Colclough
MD, Parogon Group

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

Reputation Hub is even more powerful when paired with our Performance Intelligence platform.

By combining guest feedback with competitor 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

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