Improving restaurant ratings online: practical tips for managers

In the food service industry, reputation on social platforms has become one of the most crucial factors for success. Whether it’s a fine dining restaurant or a cozy café, customer reviews online often determine whether someone chooses to visit your establishment. For restaurant managers aiming to increase brand awareness, build loyal customers, and maintain a steady flow of visitors, managing ratings should be a top priority.

Why are online reviews so important?

A study by Zipdo (2025) revealed that as many as 75% of restaurant visitors say online reviews influenced their choice of where to dine. This shows that customers increasingly trust the experiences and evaluations of others. Positive reviews not only attract new customers but also boost the loyalty of existing ones. Conversely, ignoring negative reviews or failing to manage them can pose a risk to your restaurant’s reputation, directly impacting visitor traffic and customer trust. Therefore, it’s essential for restaurant managers to know how to effectively manage reviews, as this is a powerful tool not only for understanding customers but also for enhancing the restaurant’s reputation and strengthening its brand.

Number 1 - A great guest experience

Before taking any steps to attract more positive customer reviews, it’s vital to understand that the most important factor is providing an excellent customer experience in your restaurant. If the place is chaotic, the service is poor, or the dishes don’t meet expectations, it’s likely that the reviews won’t be positive either.

It’s important to realize that a restaurant is like a living mechanism where every detail matters. Delicious dishes, quality service, visually pleasing interior, music – all these elements must work harmoniously together. When everything blends into a cohesive whole, the customer leaves satisfied and naturally wants to leave a positive review online.

Why don’t guests leave reviews even when they are satisfied?

It often happens that even satisfied customers don’t leave reviews, so it’s important to understand a few things. Many people simply don’t have the time or patience to write reviews, especially if the process seems complicated or unclear. Therefore, your task is to make it as easy as possible. Here are some tips on how to do that:

QR codes: Use QR codes on tables or receipts that link directly to the review form.
Personalized emails: When guests request the bill by email, you can politely ask them at the end of the message to leave a review about their experience at your restaurant.
Staff training on requesting reviews: Employees can naturally and friendly encourage customers to share their experience. The best moments to do this are after service or when handing the bill, along with clear instructions on how to leave a review easily.

How to respond to negative reviews?

According to a Zipdo (2025) study, up to 90% of customers expect restaurants to respond to online reviews. This means it’s very important to reply even to unpleasant feedback and resolve issues as quickly as possible. Here are some tips on managing the situation:

Respond within 24 hours or as soon as possible. A quick reply shows that you care about customer opinions and experiences.
Acknowledge the situation and try to understand why it happened. It’s important to show that you carefully listen to the complaint and want to understand all details, as only then can you identify the root cause and prevent it from happening again.
Maintain professionalism. Even if the review seems unfair or emotional, respond calmly, respectfully, and constructively. This demonstrates maturity and responsibility.
Take full responsibility and avoid making excuses. Customers value honesty and openness, so it’s better to admit mistakes than to justify or shift blame. This builds trust.
Apologize and invite them to return. A polite apology for the inconvenience and an invitation to visit again gives the customer a chance to change their opinion and shows you care about resolving the issue.

Improving online reviews with Greet

The Greet review management system helps collect all customer feedback - even those that might otherwise go unnoticed. Additionally, it effectively increases the number of positive reviews on the Google platform, enhancing your restaurant’s online reputation.

How does it work?

After scanning the QR code, a Leave a Review box appears in the column. By clicking it, guests can rate their visit to the restaurant and highlight what they liked the most - taste, service, atmosphere. They can also leave a comment about their experience.

Easy review submission. Every time guests pay, place an order, or scan the QR code, they are automatically prompted to leave a review - this way, many more reviews are collected.
Automatic transfer of positive reviews to Google: All 5-star reviews are automatically posted to Google Reviews, significantly improving your restaurant’s visibility and online image.
Lower ratings: Reviews with lower scores are not published publicly but remain accessible only to your team, enabling you to respond quickly and improve services.

Restaurants using Greet collect up to 1100+ reviews per month.

Improving a restaurant’s rating is a consistent and long-term process. The key is not just to gather reviews, but to genuinely pay attention to customer feedback, respond quickly to their needs, and continuously improve your services. Only by doing so will your restaurant stay competitive and attract an increasing number of loyal guests.