The Client

wagamama is a restaurant chain with 155 locations across the UK, serving food inspired by fast-paced, Japanese ramen bars and a celebration of Asian food. ‘Kaizen’, meaning ‘good change’, is the philosophy that sits right at the brand’s heart. wagamama opened its first noodle canteen in 1992 in London’s Bloomsbury and has since become one of the country’s favourite places to enjoy freshly made, simple soul food with friends and family.

The Brief

For big restaurant brands that accumulate hundreds of reviews per month, responding to them all can be challenging. With so many locations across the country, wagamama realised they were unable to engage with their high volume of incoming reviews without stretching the resources of their in-house customer care team or individual restaurant managers. This lack of interaction was resulting in many missed opportunities to raise their Net Promoter Score, boost their ranking on popular feedback platforms like Tripadvisor, and increase trust. We were already working closely with wagamama to handle their Community Management, so the natural solution was a full implementation of our Review Management service.

The Brief

For big restaurant brands that accumulate hundreds of reviews per month, responding to them all can be challenging. With so many locations across the country, wagamama realised they were unable to engage with their high volume of incoming reviews without stretching the resources of their in-house customer care team or individual restaurant managers. This lack of interaction was resulting in many missed opportunities to raise their Net Promoter Score, boost their ranking on popular feedback platforms like Tripadvisor, and increase trust. We were already working closely with wagamama to handle their Community Management, so the natural solution was a full implementation of our Review Management service.

The Strategy

We became an extension of wagamama’s internal customer support team and immediately began managing their Facebook and Tripadvisor reviews, offering bespoke, on-brand responses to each and every piece of guest feedback. We now do this daily, ensuring that all reviews are replied to within an agreed timeframe - even outside of regular office hours.

Maintaining brand love and a high star rating is our highest priority at all times. We amplify the positivity of satisfied visitors, whilst also dealing with negative feedback and offering quick resolutions to any issues or complaints. Every wagamama reviewer is listened to and has their comments acknowledged, no matter what type of experience they have had in each restaurant.

The Results

We generate a detailed monthly report, containing the data collected from every review. This provides an in-depth, month-on-month overview of each restaurant, giving a comparative outlook of top performing sites alongside the highest performing regions.

We record review sentiment too, so that where applicable, we can flag recurring trends in feedback about particular areas or restaurants. This means that any aspects in need of improvement can be investigated by the brand’s in-house customer care team and areas of high performance can be celebrated. In turn, this helps us track the progress of specific launches or campaigns across wagamama’s locations, allowing the brand to make effective changes to their processes, marketing content, menus and more.

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Days a year of Review Management
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UK restaurants managed online
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Reviews responded to per month

“they understand our brand + our guests so are able to flag anything in advance they see as a potential issue. when we have needed them to, they have provided us with hourly updates + reports on our social media activity which gives us better insight of the issue”

 

“3sixfive have been amazing helping us to protect our brand reputation + their ‘always on’ approach means we don’t need to worry outside office hours. their approach to crisis management is fantastic + they are happy to tailor to our needs + adjust with minimal notice”


“they understand our brand + our guests so are able to flag anything in advance they see as a potential issue. when we have needed them to, they have provided us with hourly updates + reports on our social media activity which gives us better insight of the issue”

 

“3sixfive have been amazing helping us to protect our brand reputation + their ‘always on’ approach means we don’t need to worry outside office hours. their approach to crisis management is fantastic + they are happy to tailor to our needs + adjust with minimal notice”


Are you finding it difficult to respond to all of your incoming reviews? Let our team of Review Management experts take care of your brand’s reputation.

 

Review Management