Featured Highlight: Monitoring OpenTable Reviews with Marqii

Review Management Apr 12, 2024

If you’re new here, welcome! We talk about reviews. A lot. But that’s because we truly believe they are important to restaurants. Managing online reviews is big for your restaurant’s online presence and visibility to both new and returning customers. 

Staying on top of your restaurant reviews will help with:

  • Reputation Management: Online reviews are a reflection of your restaurant's reputation. They show what customers think and affect how others see your business. Restaurants who respond to their reviews see an average star rating increase of 30%. So it’s fair to say, it matters.
  • Feedback and Improvement: Reviews help you understand what your restaurant does well and where it can improve. Whether it's praise or criticism, every review gives you a chance to learn and make your restaurant better.
  • SEO Ranking: Good reviews can make your restaurant show up higher in online searches. Responding to all reviews also has the same effect. Managing your online reputation well can bring more people to your restaurant's website and through your door.
  • Guest Loyalty: Responding to reviews helps build trust with customers. When customers feel heard and valued, they're more likely to come back and recommend your restaurant to others.

This is why Marqii helps centralize all of your reviews and analytics into one easy dashboard. Manage restaurant reviews from both on-premise and off-premise guests on Google, Yelp, Facebook, Uber Eats, GrubHub, and more. In fact, our new dashboard features an exciting new review partner. 

If you couldn’t tell from the title…it’s OpenTable! With this new addition, Marqii users can now view OpenTable restaurant reviews in the dashboard, respond to those reviews, and gain useful analytics for growth. 

In this blog post, we will explore how the Marqii dashboard can help you monitor online reviews, dive deeper into our OpenTable integration, and show you how real Marqii clients have seen the benefits of our reviews dashboard. 

The Review Response Dashboard: Reputation Management Made Easy

Data shows that restaurants that respond to reviews see an average star rating increase up to 30%. But as your restaurant grows, it can be hard to stay on top of responding to all those reviews. To stay connected with all your guests, you have to monitor and respond on all the platforms where they leave you feedback. And it can get overwhelming.

Honestly, how does anyone keep up? Without sounding too salesy… Marqii has the solution for you. Monitoring online reviews is easy with our centralized dashboard. Track and respond to all your Google, Yelp, Facebook, OpenTable, Uber Eats, Grubhub, and ezCater reviews, all in one place. 

Plus, an increase in average star rating is just the beginning of the impact restaurant operators can expect. The benefits of centralizing reviews for restaurants include:

  • No more missed reviews
  • Saved time viewing and responding to feedback
  • Understanding guest feedback with sentiment analysis
  • Location-specific data
  • Insights from multiple review platforms, all in one place

New to Marqii: OpenTable Reviews Integration

As you grow, Marqii wants to grow with you. That’s why adding OpenTable as one of our review partners is important to us. 

Marqii Dashboard - OpenTable Reviews

OpenTable plays an important role for restaurant bookings and reviews. It’s not only another platform for guests to find your restaurant, it also contributes to the overall customer experience before, during, and after their visit. Reservations allow restaurants to properly plan their staffing and wait times. This leads to fewer surprises and a smoother experience for guests. 

OpenTable also offers the opportunity to collect feedback directly from guests who book through their system with after-visit surveys and more. This allows you to resolve any mishaps before they hit public review channels. Because we all know negative reviews are the worst.

Now that we understand why OpenTable is important to your restaurant operations, let’s see how OpenTable and Marqii integrate to give you in-depth review analytics and more.

Marqii Dashboard - Keyword Analysis

The Marqii Dashboard includes insights on review analysis, sentiment analysis and keyword analysis. Our simple dashboard gives you an easy way to see everything that is happening in your restaurant without having to look through hundreds of reviews to get an idea of trending issues. 

Marqii Dashboard - Rating Trends Over Time

These insights are broken down into off-premise and on-premise reviews so you can quickly identify where you are getting it right and where you can improve. All of this data can be filtered by review publishers, including OpenTable.

Already a Marqii client and need help linking your OpenTable account in the dashboard? Contact support at support@marqii.com and we will get you started.

Case Studies: Real Restaurant Operators Winning with Reviews

Here at Marqii, we are passionate about reviews because we have seen the impact that comes when you stay on top of monitoring online reviews. 

I know, we keep talking about our passion for reviews. But we mean it!

Groucho's Deli, a family-owned neighborhood deli that just celebrated its 80th anniversary, was struggling to manage the high volume of reviews they received across their 30 locations. After partnering with Marqii and using Marqii’s Managed Review Response service, they were able to increase their response rate by 69%, even as review volume doubled. 

Groucho's Deli Locations on Maps

Deric Rosenbaum, president of Groucho’s Deli speaks to this experience saying: Handling customer feedback for 30 locations was overwhelming and resource-intensive. Partnering with Marqii has been a game-changer, saving us numerous hours and boosting our response rate despite the increase in review volume… it's improved our 1:1 connection with our guests, affirming our commitment to excellence and customer satisfaction that has been the cornerstone of Groucho's Deli for over 80 years.

For a deeper dive into this success story, view our Groucho’s Deli Case Study.

If you really want to make monitoring online reviews easy, we’ll do it for you! With Marqii’s Managed Review Response service, you can hand over the entire process to our team of trained review response specialists, lay back and relax. And we understand restaurant operators worry about losing the personal customer service approach and visibility into what is happening in their restaurants when handing off reviews. So we have monthly calls to review your insights from the month, escalate the reviews most important to you directly to your team, and have your analytics dashboard ready for you to check in whenever you need. 

Tso’s Chinese Delivery, a local Austin favorite, was looking for a solution to reduce the time they spent responding to reviews, without losing a personal touch. Enter – you guessed it! –Marqii’s Managed Review Response.

Tso’s Chinese Delivery was able to save 27 hours responding to over 100 reviews and worked closely with Marqii to establish their brand voice and identity for review responses so that the transition was seamless. Check out their full case study to learn more about the power of managed reviews!

Best Practices for Review Monitoring

While we are on the topic, we thought it would be good to cover a couple Marqii pro tips when responding to reviews.

  1. Use data to take action: Customers are leaving reviews because they want to be heard. Don’t let that feedback go unnoticed. Take the data and feedback you review and use it to improve your customer experience.
  2. Respond in a timely manner: There is nothing more frustrating as a customer than leaving feedback and hearing back weeks later. Let them know their feedback is important by responding within a week. 48 hours is even better!
  3. Be humble in your approach: Taking feedback can be hard as an operator, but remaining cool in your response will pay off in the long run. It will show you prioritize customer service and bring customers back for more.
  4. Include SEO keywords when natural: This is a small, but impactful way to get your restaurant to the top of search queries. 

Want to learn even more about responding to reviews? Check out our blog post on the Anatomy of a Review Response: A Step-by-Step Guide to Managing Guest Reviews & Feedback. We walk you through example responses for your most common star ratings and review types. 

Take Control with Marqii

From managing online reviews to optimizing SEO performance, the benefits of the Marqii platform are clear: improved reputation management, actionable insights for growth, and saving your team hours of work. 

To experience the power of the Marqii dashboard firsthand and unlock the full potential of monitoring online reviews, schedule a demo today. Discover how Marqii can help elevate your OpenTable game and more.