05 Feb My salad was wilted
Deliverable 4 – Action Plan For Responding To Negative Online Reviews
Competency
Explore problem-solving skills for business analysis.
Scenario
You manage a local chain restaurant that is known for its burgers. The restaurant is located on the corner of a major intersection in a suburban neighborhood. There are many choices in the area for a cheap meal that is family friendly. With so many options available, you want to be sure that you remain competitive. As a result, you recently decided to make a few changes to the menu. You added quite a few new items and took away a few that weren’t so popular.
Your general manager regularly checks your store’s online reviews to see what your customers are saying. She made you aware that recently your online reviews have been less than positive. She provided you with reviews from your website and asked that you summarize the findings and determine next steps. While your sales don’t seem to be slipping, she wants you to analyze the ratings and reviews so that you can proactively address areas that need attention.
The reviews and ratings are as follows:
Comments
Stars out of 5
Great burgers
3
My waitress was really nice
4
My soup was cold
1
My salad was wilted
1
We were seated very quickly
3
The carpet was filthy
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