Case Study: a national restaurant chain improves Yelp ratings with Go Fish Digital

a national restaurant chain improves Yelp ratings with Go Fish Digital, removing 256 negative reviews in 6 months

A national restaurant chain faced the challenge of improving its online reputation, with over 700 locations averaging less than a 3-star rating on Yelp. The franchise-based business was overwhelmed by the task of monitoring and responding to reviews. They enlisted Go Fish Digital for online reputation management services to improve their review tracking, response practices, and overall Yelp ratings.

Go Fish Digital implemented a strategy that involved auditing and flagging negative reviews that violated Yelp's guidelines, identifying Yelp users from customer loyalty data, and performing a deep text analysis on reviews. This solution led to the removal of 256 negative reviews, which improved the star ratings at 69 locations. The vendor's analysis also uncovered key service themes, such as wait times and specific dishes, that were critical to the customer experience.