STATE OF REPUTATION

PANORAMA OF REVIEWS IN THE RESTAURANT SECTOR

The largest study on reviews in the Brazilian food franchise sector

2023

Period

30

Brands evaluated

3.481

Stores

455.081

Reviews analyzed

33%

Sampling

Discover the brands evaluated in the State of Reputation

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 restaurant's average rating with that of the leading brands in the sector. Only 13 of the 30 brands analyzed were above this average. Is your company achieving this level of excellence, or is there room for improvement?

Average reviews per location

Discover how your company's review volume compares to the leading restaurant chains in Brazil. Only 10 of the 30 brands analyzed were above this average. Is your restaurant receiving the ideal number of reviews to build a solid reputation?

Response rate

Evaluate the efficiency of your communication with customers by comparing your response rate to that of leading brands. Only 3 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 79.6% 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 Restaurant Sector is a groundbreaking survey in Brazil, conducted by Harmo. We collected and analyzed over 450,000 reviews published in 2023 from more than 3,000 profiles of 30 restaurant chains on Google Business Profiles. These reviews express customer experiences and opinions in both quantitative and qualitative ways, playing a fundamental role in consumer decision-making.

The report offers a detailed look at the online reputation of these restaurants, based on the voice of the customers themselves. Our goal is to provide the first industry benchmark, allowing businesses 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.