STATE OF REPUTATION
Overview of reviews in the coffee shop and dessert sector
The largest study on reviews in the coffee shop and dessert industry in Brazil
BRANDS ANALYZED IN THE REPORT
2023
Period
46
Brands evaluated
4.583
Stores
165.042
Reviews analyzed
33%
Sampling
Key findings of the report
Find out if your company is among the best in its segment, according to the most relevant indicators for your business success based on online reviews.
Segment note
Compare your establishment's average rating with that of the leading brands in the sector. Find out if your company is achieving that level of excellence or if there is room for improvement.
Average reviews per location
Discover how your company's review volume compares to the leading retail chains in Brazil. Only 15 of the 46 brands analyzed were above this average. Is your establishment receiving the ideal number of reviews to build a solid reputation?
Response rate
Evaluate the effectiveness of your customer communication by comparing your response rate to that of leading brands. Only 1 out of 46 brands achieved a response rate above 80%, a crucial point for customer satisfaction and trust. Is your company taking advantage of this opportunity to strengthen its relationship with its customers?
Textual analysis with AI
Identify which aspects of your service are standing out – positively or negatively. Customer service, product quality, environment, and delivery are the most frequently discussed topics. Compare your strengths and areas needing improvement with the largest chains in the country. Where can your company improve to reach a level of excellence?
Sentiment of reviews
Discover the predominant sentiment of your customers and compare it to the market. With 86.2% of reviews being positive, the study reveals opportunities to improve the customer experience. Is your company above or below this average?
Regarding the report
The State of Reputation: Overview of Reviews in the Coffee Shop and Dessert Sector is a groundbreaking survey in Brazil, conducted by Harmo. We collected and analyzed over 160,000 reviews published in 2023 from more than 4,000 profiles of 46 chains present on Google Business Profiles. The reviews express the experiences and opinions of these companies' customers, both quantitatively and qualitatively. Furthermore, reviews play a fundamental role in consumers' decision-making process.
The report offers a detailed view of the online reputation of these establishments, based on the voices of their own customers. Our goal is to provide the market with the first industry benchmark based on public reviews, allowing companies to compare their performance, identify opportunities for improvement, and strengthen their business strategies.
This report is an essential tool for managers, entrepreneurs, and industry professionals, helping to transform businesses and promote increasingly tailored and personalized customer experiences.
State of Reputation in the Media
