Вкусно — и точка
Reduced the negative review share by 42% in 6 months: built a response system, escalation workflows, and quality control for a national chain.
−42%
negative review share in 6 months
2,3×
faster response time
150+
cities under management
96%
of requests within SLA
Challenge
A national chain with hundreds of locations was receiving thousands of reviews and comments per month. Responses were slow and inconsistent in quality, ratings varied significantly across branches, and the root causes of negative feedback were never analyzed.
The situation before we started
- Thousands of reviews and comments per month with no unified system
- Inconsistent quality and tone of responses across branches
- No analytics on negative feedback drivers and no SLA
Goal
Make reputation manageable across all cities: accelerate response times, standardize quality, and generate actionable analytics for the business.
Channels
What we did
Team
A dedicated team of moderators, a QA specialist, an analyst, and a project manager.
SLA
Priority-based response time targets with performance tracking and escalation.
Tools
What changed for the client
Over 6 months, the negative review share dropped by 42%, branch ratings evened out, and the client's team gained regular analytics for product and service decisions.
Related services
Related materials
ReviewsHow Brands Should Handle Negative Reviews
Negative feedback is not a crisis — it's a signal. We break down how to turn scattered negative reviews into a managed feedback system: from response speed to root-cause analytics.
How to Respond to Reviews on Yandex Maps
Your responses on maps and location services are visible to every potential customer. We break down how to reply quickly, on point, and in a consistent tone — and how that affects your rating and local demand.
Want a similar result for your brand?
Let us discuss your goals and show how to build a manageable reputation system.