How Text Analysis Helps Restaurants Identify Customer Issues

3 Min Read By Peter Zaidel

Restaurants receive huge amounts of feedback from customers — in survey responses, via social media, on review sites, and more. This unstructured feedback — text responses about your restaurant — holds valuable insights into what’s going right or wrong at your locations, all of which drives repeat visitors, retention, and loyalty.

But the sorting, tagging, and analysis are obstacles to understanding that feedback, and to making it valuable to your business.

For instance, recent research for SOCi reveals that restaurants receive more reviews on Google than just about any brick-and-mortar business category, with the average chain or franchise restaurant location having about 1,500 reviews. That’s a lot of unstructured feedback.

But 1,500 reviews, plus thousands of survey responses, not to mention social media mentions, is unmanageable for most businesses. How do you derive value and make a measurable impact from unstructured feedback?

How Restaurants Can Respond to…