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What most companies are doing (and why it's wrong)

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Today, most restaurant chains react to customer complaints manually

• They read reviews occasionally (Google, Zomato, Deliveroo feedback, etc.).
• They respond to serious complaints days (or even weeks) after they are posted.
• Insights are gathered subjectively, often depending on a location manager’s effort or head office sentiment surveys.

This means most negative experiences go unresolved — and worse, patterns of dissatisfaction go unnoticed until the brand suffers serious damage.

By the time head office detects a problem, it’s already public and viral.

This reactive model puts brand reputation at constant risk.

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What it means for their business (worst-case scenario)

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In the worst case:

• Negative reviews accumulate online — leading to lower star ratings (a 0.5-star drop = 5–10% revenue loss instantly).
• Customers stop coming silently — churn rises, but you don't realize why until too late.
• Brand trust erodes — even loyal customers think twice before returning.