Where Reviews Meet Revenue
The Approach
We built a data-led strategy focused on three metrics that move the business:
(critical for conversion)
Supported by a tailored response library and audience insights, the plan was designed to turn every review into a brand moment.
within 24 hours
and positive sentiment
The Gap
TGI Fridays’ review strategy was reactive and inconsistent, holding its rating at 3.6 stars and limiting growth. With reviews directly influencing guest decisions, the brand needed a proactive, scalable approach to protect its reputation, increase engagement, and drive traffic.
The Impact
We activated a centralized, always-on review program across 163 locations, responding to
The results showed significant improvement that was directly tied to an increase in revenue.
Rating average increased from 3.6 → 4.0
Restaurants with ratings of 4.0 and above see up to 30% higher customer conversion rates.
Source: BrightLocal’s Local Consumer Review Survey 2023.
Identified operational gaps in reviews that were fixed by management.
This ultimately led to a 6% lift in late-night sales.
Improved guest experience through actionable insights (service + staffing).
35,000 Reviews
in one year
Our team escalated 14,523 customer complaints and questions to Guest Relations for resolution and retention follow-up.
4.0 average star rating for the year
*Results from 2024.