Case Study: Black Bear Diner achieves scalable review management and a 4‑star rating with Birdeye

What 110 diner managers learned about their customer experience

Black Bear Diner, a Western U.S. restaurant chain known for homestyle comfort food, was preparing to nearly double its locations and urgently needed a way to manage a rapid surge in guest feedback. They turned to Birdeye and its Birdeye Reviews product (customer since Sept 2017) to consolidate reviews, surveys, and guest communications across all locations.

Birdeye implemented role-based dashboards, automatic support-ticketing for negative reviews, custom review microsites, a Dining Experience Survey built with Birdeye’s Survey Designer, and NLP-powered reporting to track sentiment by diner, district, and region. As a result, Black Bear Diner kept a 4‑star overall rating while scaling to 110 diners, organized and managed more than 140K reviews and 3K+ survey responses, streamlined manager workflows, and improved response and recovery times using Birdeye’s platform.

Black Bear Diner

Denise D’Amico Johnson

Communications Manager