Golden Corral
For Reputation Management & Sentiment Analysis
Millions of Reviews
The first Golden Corral was launched in 1973 in North Carolina. This was well before Yelp and Google started posting customer reviews publicly, but by the time we got all their locations onboarded into our our Reputation Management Software, all historical reviews poured into our dashboard. That equated to millions of reviews, which meant GOLDEN customer feedback from our sentiment analysis reporting.
With mass volume at the rate of 50k+ reviews per month, the client’s goals were three-fold:
- Pull in 100% of reviews left on public review sites including Google, Yelp, TripAdvisor, and respond to 100% of both positive, negative & neutral reviews.
- Develop a strategy for highly sensitive escalations from reviews that mention red flag sentiment.
- Close the loop on customer touch-backs and collect as much additional data from the customer as possible.
With over 500 corporate & franchise-owned locations, Golden Corral was collecting over 50,000 reviews per month across all channels.
Our review management & sentiment analysis reporting does it all.
We implemented our review management software solution, which aggregated 100% of public reviews and pulled them into a dashboard with the ability to sort by network, rating, and region including all historical reviews.
Our team worked with the client on brand-voice, closed-loop processes and running up high-intensity escalations to the proper channels before they developed further.
With the vast amount of reviews coming into our dashboard, we were able to mark major outliers of negative sentiment that gave leadership the visibility they needed on a ground level.
Our dashboard is one of the only tools on the market that pulls in user-generated imagery with sentiment scores. We were able to show specific locations that had not kept up with cleanliness.
We were able to pull 10% of negative reviews offline, and achieve changes in star ratings (from 1 stars to 4 or 5), which showed incremental increases in star ratings and visibility.
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