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Updated by Dawn Gribble on Nov 30, 2018
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Dawn Gribble Dawn Gribble
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5 Customer-Centric Statistics and What They Mean for Your Restaurant

We look at 5 of the latest customer-centric statistics, what the results mean for your restaurant, and what you can do to benefit from them.

1

A one-star increase in a restaurant’s Yelp rating correlated with 5 – 9% increase in revenue. (Harvard Business) –

A one-star increase in a restaurant’s Yelp rating correlated with 5 – 9% increase in revenue. (Harvard Business) –

A great deal of trust is placed in online reviews and recommendations. Managing and maintaining a positive reputation has a measurable impact on your bottom line, and helps to increase consumer trust, visibility, authority and grow a sense of community which inspires loyalty.

2

50% of potential sales are lost because customers can’t find information they are looking for. (Vendasta) –

50% of potential sales are lost because customers can’t find information they are looking for. (Vendasta) –

How you structure your website, operate your Apps and run your social media channels will have an incredible influence on what people think about your brand.

You need to think from a customer perspective – if you were thinking of visiting a new venue, what would you want to know about that restaurant? Everything from opening / closing times, menu, accessibility and dietary restrictions needs to be easily accessible so there are no impediments that might derail the customer journey.

3

58% of people look at online reviews at least weekly. (Podium)

58% of people look at online reviews at least weekly. (Podium)

Your reputation and the opinion a customer forms of your brand is only as strong as your last interaction. People don’t just read reviews once and decide they’ll become a customer – they read and research venues on a regular basis, comparing a number of factors (such as price, value for money, experience).

You must make sure that your reputation is consistently monitored to prevent damage to your brand and sales should negative interactions arise.

4

45% say they’ve found something in an online search that made them decide not to do business with someone. (Status La...

45% say they’ve found something in an online search that made them decide not to do business with someone. (Status La...

This statistic speaks to your online reputation, and how important it is to manage it. Customers see you before you see them, and if you’re giving the wrong impression, nearly half of them are going to decide to go elsewhere.

5

40% of consumers do not care whether a chatbot or a real human helps them, as long as they are getting the help they ...

40% of consumers do not care whether a chatbot or a real human helps them, as long as they are getting the help they ...

Setting up customer service channels online and ensuring that you’re making full use of technology will help you provide your customers with a better level of service in a way that’s manageable.

People prefer to use digital channels to get in contact with customer services – you can increase the speed and efficiency of your responses, which will automatically improve your reputation with the customer, by setting up chatbots, FAQ pages and explainer videos.