From 2.5 to 4.7 Stars: An Online Review Management Strategy
Client: A local restaurant group with 5 locations.
Challenges We Faced
A “review-bombing” campaign from a disgruntled ex-employee dropped their average Google rating to 2.5 stars, devastating their bookings:
Dozens of 1-Star Reviews
Their GMB profiles were hit with 30+ fake, 1-star reviews in a single week.
Low “Map Pack” Ranking
Their low Google rating pushed them off the first page of the Google “Map Pack,” making them invisible.
Reservations Plummeted
Google Analytics 4 (GA4) showed that calls and online reservations from GMB had dropped by over 70%.
No Review Management
The client was not responding to any reviews (positive or negative) and had no system to generate new, positive ones.
Damaged Local Trust
Mixed ratings across locations confused customers and reduced trust before they booked tables.
Fix Your Online Reviews
“Are negative reviews sinking your business? Our Online Review Management services can help you repair the damage and build trust.”
Our Approach – How We Solved These Challenges
Comprehensive Reputation Audit
We immediately audited all 5 GMB profiles to identify the “review-bomb” pattern.
Online Review Management
We flagged and reported the “review-bomb” reviews (as they violated GMB’s TOS) and successfully had 28 of the 30+ fake reviews removed.
Review Generation (part of Positive Content Creation)
We implemented a Review Management Platform (like Podium) across all 5 locations. The system automatically texted/emailed diners after their meal, asking for a real review.
Customized ORM Strategy
We developed brand-approved “response templates” to professionally respond to all new and old legitimate reviews.
Results
| Metric | Before | After | Growth |
|---|---|---|---|
| Avg. Google Star Rating (All Locations) | 2.5 Stars (80 reviews) | 4.7 Stars (900+ reviews) | +88% |
| “Click-to-Call” (from GMB) | 150/mo (total) | 650/mo (total) | +333% |
| GMB “Map Pack” Rankings | 0 of 5 locations in Top 3 | 4 of 5 locations in Top 3 | +400% |
Free Review Analysis
“Want to see how your reviews compare to your competitors? Request a Free Review Analysis from our reputation management agency!”
Advice for Marketers & Brand Owners
- The best defense is a good offense. A steady stream of new, positive reviews from a Review Management Platform is the #1 way to protect your rating.
- Respond to all reviews. A professional response to a negative review shows prospects you care; responding to positive reviews builds loyalty.
- Your star rating is a direct ranking factor in the Google “Map Pack.”
- Flag and report reviews that clearly violate Terms of Service.
Extra Factors That Made It Work
- The Review Generation campaign (using Podium) was the key. The automated system built a “wall” of positive reviews that drowned out the bad ones.
- Successfully removing the 28 fake reviews provided an immediate boost.
- Our professional online brand reputation management response strategy helped restore public trust.
