There is a countless number of outlets where consumers can voice their opinions about restaurants nowadays. These uncontrolled environments can detour a consumer from visiting a restaurant if they happen to see a negative review.
- 27% of consumers have viewed or posted reviews on review sites, such as Yelp– according to the National Restaurant Association.
Since that is a considerable number– it is important to determine the best way to respond. If a restaurant responds quickly to a consumer complaint in an apologetic manner (not defensive– that only makes the restaurant look worse,) often that can cause potential diners to give the restaurant a chance. Validating an unhappy customer also gives the restaurant the opportunity to win the customer over again. See more stats about how consumers feel about digital technologies.