According to a new HungerRush report, 80% of diners are more willing to visit restaurants with high food quality and taste ratings. This shows the role of online reviews in shaping where people dine, as owners seek to attract new customers through quality experiences and responsive service.
“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,” said Shannon Chirone, SVP of Marketing at HungerRush.
In addition, the survey highlights that 77% of diners prioritise establishments with positive service reviews, reinforcing how overall experience impacts decision-making. As many as 63% of customers state they would avoid places with poor food quality ratings, and 62% would even skip over restaurants they perceive as unclean. This shows that restaurant owners who listen to and act on customer feedback can address operational challenges and improve overall guest satisfaction.
Over half of diners (51%) have posted a restaurant review within the last year, showcasing the importance of having strategies in place to encourage and address feedback effectively. Advanced feedback tools enable restaurants to capture insights directly from customers, helping owners quickly resolve issues before they appear publicly. Prompt responses to complaints help rebuild customer trust, while positive engagements can inspire repeat visits.
Moreover, negative reviews usually stem from poor service (57%), food quality issues (28%), incorrect orders (26%), or high prices (20%). Conversely, customers tend to leave positive reviews when they experience excellent service (50%), great food (33%), appealing discounts (31%), and consistent quality (22%).
Restaurants that respond thoughtfully to reviews strengthen customer relationships and gain valuable insights that can drive lasting improvements and foster loyalty.