The rating on iFood has become a true barometer of success, as it can drastically impact a restaurant's performance. Each rating is a window into customer perception and an opportunity to gather insights into what's working and what needs adjusting in operations.
Customers rely on online reviews when choosing where to eat. A high average iFood rating not only attracts new customers but also consolidates the trust and loyalty of existing ones. Furthermore, good reviews boost a restaurant's search ranking, increasing visibility and potentially revenue.
First, it's crucial to select the correct category when registering on iFood. The more accurate the registration, the more relevant the visibility will be. Detailed and precise information about the menu, opening hours, and location is also important for those searching. Choosing the right keywords is another essential tactic for directing the customer.
Another crucial point is high-quality images. Invest in good photos of the dishes, as 93% of consumers consider images decisive when placing an order. Good lighting and an appetizing presentation can transform a mere search into a sure-fire order.
Every business fears receiving a negative review, but responding to negative comments is an art that requires empathy, professionalism, and agility. So, how do you transform negative feedback into a growth opportunity? First, by staying calm. Read the comment carefully and try to understand the point of view. The customer had an expectation that wasn't met, and this is your chance to show how important they are to your business. Another relevant tip is to always thank the customer for their feedback, since they took the time to share their experience. This shows that the business values customer opinions and is open to improvements.
In these cases, honesty is the best tool; in other words, avoid excuses. It's important to solve the problem, so propose a concrete solution that demonstrates a willingness to correct the situation. This could be a discount on their next visit or a special dish as compensation, but always in a friendly way, showing that you are there to help. If the customer accepts the proposed solution, follow up to ensure they have a satisfactory new experience. This can turn a dissatisfied customer into a promoter of the restaurant.
Encouraging positive customer reviews on iFood might seem challenging, but with the right strategies, it becomes a simple and effective task. A foolproof tactic is to directly ask for feedback. At the end of the meal or delivery, send a personalized message expressing gratitude for the purchase and subtly encourage a review. Something like, “Your opinion is very important to us. Could you rate your experience on iFood?” can make all the difference. Offer a small reward as an incentive. It could be a discount on their next purchase, a free dessert, or even loyalty coupons. This not only motivates the customer to leave a review but also ensures they will return.
Another trick is to invest in memorable experiences. Personalize small details that surprise the customer, such as handwritten thank-you notes or special, sustainable packaging. These gestures make the customer feel valued and willing to share their experience.
According to Marcelo Politi, a specialist in gastronomic businesses and mentor at Politi Academy, a good iFood rating helps attract new customers, increases the restaurant's visibility on the platform, and serves as social validation of the quality of service and food. "Through ratings, it's possible to improve your ranking on the app and increase the number of orders, directly influencing the business's profits," he explains.
