Turn reviews into revenue with our latest feature, Customer Reviews
Introducing our new feature: Customer Reviews
Your customers are telling you what’s not working. Over and over again. And while, sure, sometimes it’s not great for your ego, everyone in the industry knows that direct, actionable feedback can be worth its weight in gold.
You’ll know all about feedback, of course, because the feedback landscape is getting bigger and bigger every year. It grew by around 13% last year, with over 80% of that coming through Google. And now delivery platforms are in on the act too, becoming a major new source of feedback on everything from the quality of the food, to the speed of the driver.
It’s a lot to take in. And a lot to sift through to find core themes. But for all the changes in the landscape since Yelp first came on the scene in 2004, the information you need is the same.
Simply put, among all the noise, are you able to answer: What makes my customers unhappy and how do I fix it?
The problem with sentiment
As you’ll doubtlessly know, the restaurant technology industry is packed with tools that claim to use AI to analyse reviews. And to a certain extent, they deliver. They’ll sift through thousands of customer comments to deliver an analysis you can work with: Customers are unhappy about the speed of service. Last Monday saw an increase in complaints about food quality.
Fine, to an extent.
The problem is that it’s only a surface-level analysis that doesn’t actually give you a lot to work with. And that’s because the current breed of AI tools tend to lack operational context. You’re getting snapshots of your working week – point solutions – in isolation, with no additional context to add to the picture. Sure, last Thursday’s service was slower, but can that tool tell you that you were understaffed when two servers were ill? Or that the kitchen was behind on deliveries by 15 minutes during the dinner peak? Or that the dish customers complained about most required a key preparation step that was missing.
Data in isolation is only useful to a point. And the kind of analyses we’re used to just tell you there’s a problem, without explaining why or how to fix it. And that lack of connection can lead to a costly gap between guest experience and operational reality.
When point systems aren’t enough
The current tech stack forces hospitality owners to pull together a dozen disparate tools, none of which are built to talk to one other.
It’s a problem in numerous ways we’ve explored on other blogs, but when it comes to guest feedback, the gap really is significant.
- Sentiment tools (like BirdEye or Podium)
These platforms are great at reading text and getting a good handle on sentiment, but their AI lives in a vacuum. They know service was slow, but can’t cross-reference that with your actual scheduling or sales forecast. They know what happened; you need to know why it happened.
These are central hubs for transactions and in-house data, handling your orders, payments, and even labour management. But they aren’t great at reviewing AI; there’s no deep, multi-channel guest feedback connection.
- Data aggregators (like Tenzo)
These systems track and visualise data across various sources, but a human is still required to interpret everything and manually provide fixes.
Turn reviews into revenue with Customer Reviews
Your customers are telling you exactly what's not working across every channel. Now you can fix it.
Nory is the only platform that shows you what's driving guest satisfaction across every channel, from dine-in to delivery, and everything in-between, and helps you fix it.
Before Customer Reviews, no-one connected guest feedback to operational data and analysed it with the power of AI. Now, we’re bridging that gap, turning customer pain into action.
Fix issues before they hit revenue
This is more than simple reputation management; this is the ability to fix the root causes of issues, before they begin to affect your bottom line. Whether it’s overstaffing, food waste, inefficient service, Customer Reviews identifies the issues – and the answers.
Easily get the full picture
No more jumping between platforms piecing together feedback. Customer Reviews puts everything, including Google, Deliveroo, TripAdvisor, JustEat reviews, in one easy-to-navigate place.
Spot trends fast
AI sentiment analysis highlights patterns across platforms and locations to put valuable intelligence at your fingertips, informs you of trends early, and even auto-replies in your brand tone of voice.
Transform insights into action
Deliveroo complaints spiking on Friday? Here’s how to adjust your kitchen prep. Quality issues at one location? Fix the process now. Customer Reviews delivers smart, fast fixes for issues before they become more serious.
Discover patterns across locations
Easily benchmark locations across your business and spot patterns before they affect your wider business. Take full control with a centralised view of every location and channel.
Ready to try Customer Reviews?
Customer Reviews isn’t just a new feature, an update on the Nory you know and love; it’s a whole new category of restaurant intelligence. It’s not a point solution reading sentiment divorced from context. It’s a smarter, AI-powered platform that understands the myriad ways your kitchen, schedule, and stock levels interact with your guest experience.
As Andrew Moloney, from Irish cafe Hook & Ladder says:
“Having all our reviews in one place has been a game-changer. We can see feedback from every channel, spot trends early, and actually connect guest sentiment with performance data, consolidating information keeps us in a proactive mindset rather than reactive.”
By connecting the dots and creating a narrative it can see the issues that are holding you back – and turn reviews into revenue.
Want to give it a go? Let’s chat.