A recent study in the US found that if a restaurant improves their rating by just half a star it increases their business, the increase happens without any change to the food offering, pricing our service confirming that reviews bring new customers and increasing revenue.
Food for thought…*
85% of customers read online reviews, so that’s a huge audience.
A massive 79% of customers trust online reviews as much as they trust a recommendation from friends or family.
Importantly, 72% of customers say that positive reviews make them trust a local business more.
85% of customers say they read up to ten reviews as part of their decision-making process. Can you afford to miss out?
What can you do?
1. Remind customers that they can leave reviews
Making customers aware of our review system can really help, especially if they’re repeat customers.
Unexpectedly rewarding first time and loyal customers with a freebie in with their order can prompt customers to leave positive feedback.
2. Respond to reviews
Responding to reviews shows other potential customers that you pay attention and work for your customer
If you would like to respond to any of your JUST EAT reviews contact firstname.lastname@example.org
3. Try to prevent bad feedback!
Hungry people often get hangry when waiting for their delivery, keep them informed of any delays or changes to their order and offer a good will gesture if you are experiencing massive delays! Something as simple as an extra can of soft drink can wash away the bad taste of a late delivery!
4. Listen to your customers!
What are customers saying when they leave negative comments, is there something in your process that you need to change?
Late deliveries? Has your driver adequate local knowledge? Have you enough staff to deal with the volume of orders you receive? Have you set your estimated delivery time to low on the website? Is your delivery range too big?
Are customers complaining that the food is cold? Are you using hot food delivery bags?
Forgotten to add the drinks? Give your driver some extra stock at the beginning of the night! This will prevent wasted time returning to the customers!
5. Fake reviews – not worth the bother
Customers can spot a fake review a mile off and this will stop them ordering from you.
We want to encourage real customers to review more often by making sure fake reviews don’t appear on JUST EAT.
We’re working hard to improve our review system to make sure they’re fair, accurate and can be trusted by customers. Remember, any reviews that are submitted cannot be removed, as they are there to guide your customers.
Restaurants found to be abusing the rating system will have their accounts temporarily suspended and all fake reviews will be removed.