Lifting six outlets from 3.9 to 4.8 stars
A six-outlet group losing delivery and discovery traffic to a rating that didn't reflect the food. We changed who got asked to review, and when.
4.8★
Average rating, all outlets
6×
Review volume increase
+52%
Maps discovery views
2 days
To resolve a complaint, from 9
What we found
The group's rating had sat around 3.9 for two years. Management assumed it was a service problem, but the pattern told a different story: satisfied diners left quietly, while anyone with a complaint went straight to Google.
Nobody was asking happy customers to review, and complaints reached the outlet manager days later - if at all.
The approach
Table and bill QR codes
A code on every table and printed on the bill, asking one question: how did it go?
Split the routes
Positive feedback got a Google prompt with editable suggested copy. Anything below four stars went to the outlet manager's phone immediately.
Per-outlet dashboards
Ratings, response rates and complaint themes broken out by location, so the group could see which kitchen needed attention.
Google Business Profile rebuild
Categories, attributes, service areas and a photo library refreshed monthly.
Weekly operations report
A Monday email listing every complaint from the previous week and whether it was resolved.
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The QR dashboard settled an argument we'd had for two years - we finally know which outlet and which table actually drive reviews.
Tell us what you're trying to grow
A 30-minute call, a look at your current numbers, and a written plan within three working days. No deck, no pressure.