STATE OF REPUTATION
OVERVIEW OF REVIEWS IN THE CAFETERIA AND DESSERT SECTOR
The largest study on reviews in the coffee and dessert sector 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, based on the most relevant indicators for your business's success, based on online reviews.
Segment note
Compare your establishment's average rating to that of leading brands in the sector. Find out if your business is achieving excellence or if there's room for improvement.
Average reviews by location
Find out how your business's review volume compares to the top 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 with that of leading brands. Only one of the 46 brands achieved a response rate above 80%, a crucial factor for consumer satisfaction and trust. Is your company taking advantage of this opportunity to strengthen its customer relationships?
Textual analysis with AI
Identify which aspects of your service are standing out—positively or negatively. Service, product quality, ambiance, and delivery are the most talked-about topics. Compare your areas of excellence and those that need improvement with the largest chains in the country. Where can your company improve to achieve a level of excellence?
Review sentiment
Discover your customers' prevailing sentiment 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?
About the report
The State of Reputation: Overview of Reviews in the Coffee and Dessert Sector is a first-of-its-kind survey in Brazil, conducted by Harmo. We collected and analyzed more than 160,000 reviews published in 2023, from over 4,000 profiles across 46 networks, present on Google Business Profile. The reviews express the experiences and opinions of these businesses' customers, both quantitatively and qualitatively. Furthermore, reviews play a fundamental role in consumers' decision-making processes.
The report offers a detailed overview of these establishments' online reputation, based on the voices of their own customers. Our goal is to provide the market with the first industry benchmarking 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 appropriate and personalized customer experiences.
State of Reputation in the Media
