How it works
Your star rating can't show you this.
A 4.2 average can hide a three-month slide in one specific area. The rating is built to smooth things out, so it smooths over the early warning too.
Different words. The same three problems.
Order mistakes
11"the order came out wrong""forgot the side""asked for no chilli, got chilli""no apology, just a shrug""not what I ordered"
Waiting to order
7"waited ages""20 minutes before anyone came over""had to flag someone down""took forever to be seated"
Noise
5"couldn't hear each other""lively, maybe too lively""loud on a Saturday"
The method
What I do with your reviews
- Read every oneAll of them, not a sample, going back as far as the pattern needs.
- Group them by cause, not wording"Waited ages" and "took forever to be seated" go in the same pile, with the quotes behind each so you can check my working.
- Compare you with the places near youThe businesses your customers actually choose between, not a national benchmark.
- Check it's real, not noiseA statistical test tells you whether a gap is a pattern or a run of unlucky nights.
- Put the fixes in orderBy impact against effort, including what to leave alone.
What you get
A report you can act on by Monday.
Four pages, plain English
A PDF you read in ten minutes. No dashboard, no login, nothing to learn.
Complaints grouped by cause
Real clusters with the quotes behind them, not a word cloud.
You against your street
A like-for-like comparison with the competitors your customers weigh you against.
Signal, not noise
Every gap is tested, so you only act on differences that are real.
Fixes in priority order
One thing to do first, and the things that aren't worth your money.
Back in about a week
The free two-page sample usually arrives in two to three days.