According to findings from a new survey released today byOriginal Review, the first provider of in-house restaurant review technology for real-time diner feedback, restaurant goers are skeptical of restaurant review sites, favor a friend's recommendation, like promotions, and will give a restaurant a second chance if they feel their complaints are heard and acknowledged after a poor dining experience.
The online national survey polled 500 men and women, ages 21 and older, living within 20 miles of a major metropolitan area, who have used a restaurant review site at least once.
An infographic with the results can be found here: https://www.originalreview.com/data/pdf/updated-infographic.pdf
Nearly 70 percent of consumers have a significant distrust of restaurant review sites; more than 50 percent of respondents were aware of scandals around fraudulent reviews
95 percent of respondents say they use review sites to search for new restaurants; over 70 percent of respondents are concerned if reviews are old or sparse
More than 50 percent of consumers surveyed will not visit a restaurant if they see just 2-4 negative reviews and more than 75 percent of respondents want to see 2-9 positive reviews before trying a new restaurant
47.8 percent of respondents only use a review site once in a while, however, 80 percent would use a review site if they knew reviews were posted from within the restaurant
90 percent of respondents would participate in using a fast and easy way to comment on their dining experience if they knew that management would see it
"The survey provides excellent insight as to what consumers expect from review sites, their dining experience and when things go wrong," said Debra Lukacsko, Original Review Co-Founder and CEO. "Consumers will use a review site that they feel is trustworthy and are more than willing to provide feedback when it is easy to do so and they feel they are being heard."
The OR Customer Insight Platform, which launched in May, is already providing valuable insights to more than 13 restaurants. To learn more, visit www.originalreview.com.