STATE OF REPUTATION

OVERVIEW OF REVIEWS IN THE RESTAURANT SECTOR

The largest study on reviews in the food franchise sector in Brazil

2023

Period

30

Brands evaluated

3.481

Stores

455.081

Reviews analyzed

33%

Sampling

Discover the brands evaluated in State of Reputation

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 restaurant's average rating to that of the industry's leading brands. Only 13 of the 30 brands analyzed scored above this average. Is your business achieving this excellence, or is there room for improvement?

Average reviews by location

Find out how your business's review volume compares to the top 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 effectiveness of your customer communication by comparing your response rate with that of leading brands. Only three brands achieved a response rate above 80%, a crucial factor in consumer satisfaction and trust. Is your company taking advantage of this opportunity to strengthen 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 79.6% 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: Review Panorama in the Restaurant Sector is a first-of-its-kind survey in Brazil, conducted by Harmo. We collected and analyzed more than 450,000 reviews published in 2023, from more than 3,000 profiles of 30 restaurant chains on Google Business Profile. These reviews express customer experiences and opinions in both quantitative and qualitative terms, playing a fundamental role in consumer decision-making.

The report offers a detailed look at these restaurants' online reputation, based on the voice of their customers. Our goal is to provide the industry's first benchmarking, 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.