HungerRush Study Shows the Impact Restaurant Reviews Have on Customer Choices

HOUSTON--(BUSINESS WIRE)--HungerRush™, a leading software provider for quick-service restaurants, recently revealed how restaurant reviews significantly influence where people choose to eat. The survey shows that 80% of diners are more likely to visit a restaurant with positive reviews about food quality and taste. As restaurant owners work to attract new customers, reviews have become more crucial than ever.

The survey also found that 77% of diners prefer restaurants with good service reviews. Customers are increasingly paying attention to the overall experience and sharing their feedback online, whether for dine-in, delivery, or pickup. Restaurant owners that listen to reviews and surveys have an opportunity to improve their operations and meet customer expectations. Ignoring feedback can lead to negative reviews, which may drive customers away—63% of diners said they would avoid a restaurant with poor food quality reviews, and 62% would steer clear of establishments that aren't clean. Additionally, 51% of diners shared a restaurant review in the past year.

Previously, restaurants could only hope satisfied customers would share their experiences online and unhappy customers would refrain. Today, there are many tools available for restaurants to better capture customer feedback. These tools help restaurants capture valuable customer insights and mitigate customer issues. Encouraging diners to give feedback directly to the restaurant as well as encouraging diners to leave online reviews allows them to choose and often gives the restaurants an opportunity to solve customer problems before they are publicly broadcast. In any situation, responding directly and quickly is the best way to rebuild a customer relationship.

The top reasons customers leave negative reviews are poor service (57%), low food quality (28%), incorrect orders (26%), and high prices (20%). On the other hand, positive reviews typically mention great service (50%), delicious food (33%), discounts (31%), and consistent quality (22%). When restaurants respond to negative reviews, they gain valuable insights to improve their business and rebuild customer relationships, potentially turning negative situations into lasting improvements and loyal customers.

Shannon Chirone, SVP of Marketing at HungerRush, says, “Restaurant owners want to know what makes customers happy and what frustrates them. Quick responses to feedback—whether it’s about service, food quality, or new technology like self-service ordering—are key to long-term success.”

For more details on HungerRush’s survey findings on restaurant review trends, click here. To learn more about HungerRush, visit the website.

About HungerRush

HungerRush is a leading provider of integrated restaurant solutions that make it easier to delight guests, drive loyalty, and manage restaurants from anywhere. HungerRush 360, our flagship all-in-one cloud POS system, integrates digital ordering, delivery, customer engagement, restaurant management, and payment processing features with flexible software designed to give operators of all sizes more insight into their customers, more control over their operations, and more power to profitably grow their business. For more information, visit HungerRush.com.

Survey Methodology

The survey was commissioned by HungerRush and conducted by Dynata, the world's largest first-party data company. The survey was conducted in September 2024 of 1,000 U.S. consumers 18 years and older to understand the driving factor and influence behind restaurant reviews.