Reputation and review automation
Every review answered within hours across 40 restaurant locations
Reviews on Google, TripAdvisor and delivery apps went unanswered for days, and head office only learned about problems from monthly reports. We built a workflow that drafts on-brand responses, routes serious issues to the right manager, and turns review themes into a weekly operations brief.
- Client
- Casual dining restaurant group
- Region
- United Kingdom
- Scale
- 40 locations
- Timeline
- 4 weeks
Representative engagement. Client details are anonymised and figures reflect typical outcomes from comparable deployments.
What the client got
0 hrs
Median response time
Down from several days, across all locations and platforms.
0%
Serious issues escalated same day
Safety and conduct mentions reach head office within minutes.
0.0 stars
Average rating improvement in six months
Across the group on Google.
The bottlenecks
Bottleneck 1
Forty locations, hundreds of reviews a week, no owner
Managers were busy running service. Reviews piled up unanswered, which hurt ratings and told future guests nobody was listening.
Bottleneck 2
Serious issues surfaced too late
A food safety or staff conduct complaint could sit in a review for a week before anyone at head office saw it.
Bottleneck 3
Insights never reached operations
Patterns like slow service at one location on Friday nights were visible in reviews but nobody had time to read them all.
What we built
Step 1
Review aggregation
Reviews from every platform and location flow into one queue within minutes of being posted.
Step 2
AI drafting in the brand voice
Each review gets a draft response in the group's tone, referencing specifics from the review. Positive reviews can be auto-published; anything negative waits for the location manager's approval.
Step 3
Severity routing
Mentions of illness, safety, discrimination or staff conduct are classified and escalated to the area manager and head office by Slack and SMS immediately.
Step 4
Weekly operations brief
Themes are clustered per location and summarised into a short brief: what guests praised, what they complained about, and what changed since last week.
The automation workflow
Review response and escalation flow
Post to published reply or escalation
Questions clients ask about this engagement
Will replies sound robotic?
Drafts are written in the group's own voice from examples the team approved, and reference specifics from each review. Managers edit anything they want.
Can we keep approval on all replies?
Yes. Auto-publishing is a setting per location and per sentiment. Many clients start with full approval and relax it later.
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