Case Study: Mitchells & Butlers achieves 660% increase in review responses with Reputation.com

Hospitality Leader, Mitchells & Butlers, Took Control of Their Online Reputation with Reputation.com

Mitchells & Butlers, a leading UK restaurant and pub group with more than 1,600 locations and 44,000 employees, faced a major challenge managing its online reputation across thousands of third‑party review sites (over 30,000 points of presence). The company lacked consolidated visibility and the ability to respond to guest feedback at scale, so it engaged Reputation.com and its Online Reputation Management platform (including a mobile app and feedback‑consolidation tools) to centralize reviews and enable front‑line teams to act in real time.

Reputation.com implemented a single dashboard and easy‑to‑use mobile app for over 2,000 users, plus role‑based reporting and sentiment analytics. As a result, Mitchells & Butlers’ review response rate jumped from roughly 30% to about 85% (with reported figures of 83%→93% in subsequent years), monthly review volume grew from ~17,000 to ~40,000, and the company’s Reputation Score improved by nearly 100 points—while managers began using insights to raise average feedback scores (to 4 out of 5) and improve customer experience.

Mitchells & Butlers

Sophie Chadd

Marketing Support Manager