1. The problem
The restaurant had hundreds of online reviews and a decent rating but:
- Ratings fluctuated unpredictably
- Negative reviews felt unfair
- The team didn’t know what to fix first
The owner felt stuck reacting instead of improving.
2. What Intelura looked at
We didn’t just count reviews.
We analysed patterns:
- When ratings dropped
- What customers repeatedly mentioned
- How response behaviour affected perception
Data sources included:
- Google reviews & rating trends
- Review sentiment clusters
- Response timing and frequency
3. What we uncovered
- Rating drops consistently followed busy service periods
- Most complaints weren’t about food – they were about wait time and service flow
- Review replies were inconsistent, creating trust gaps
The insight was simple but powerful:
Online reputation was exposing operational stress points.
4. What changed
Intelura provided:
- A clear map of complaint drivers
- A response framework the team could actually follow
- Operational focus areas tied directly to customer sentiment
The restaurant stopped guessing and started fixing the right problems.
5. Why this matters
Reviews are not a marketing issue.
They are operations made public.
