Why Reviews Are "Still" Critical in 2025 for Multi-Location Brands

Every year, new technologies are created that cause QSRs and multi-location businesses to evolve. While this growth in the industry drives it forward, we at Momos often recommend to our customers that they go “back to basics”. Your online reviews are still the first place your customers find you, and businesses that continue to prioritize them see more repeat customers, and higher revenue, even in the AI age.

Just like 10 years ago, in 2025, online reviews are not just a nice-to-have—they’re a revenue multiplier and mission-critical to running a modern brand. Restaurants and multi-location businesses that leverage customer feedback turn insights into income, increase customer lifetime value, and maximize profitability. 

The Revenue Math Behind Reviews

• 94% of consumers say a business with strong reviews makes them more likely to buy. (BrightLocal)
• Businesses with a 4.5-star rating or higher see up to 30% more revenue than competitors. (Harvard Business School)
• Customers spend 31% more at businesses with outstanding reviews. (Spiegel Research Center)
• 81% of consumers check Google Reviews, but many also consult Facebook (48%), Yelp (53%), and industry-specific sites. (BrightLocal) - Both Google and ChatGPT cannot quantify how many review channels there are, so that’s how many there are. 

Let’s break it down 

1. Trust Drives Sales 

Consumers don’t just trust marketing, they trust real people and real experiences. Recent and relevant reviews increase credibility and conversions. A study by Harvard Business School proved that one additional star in a Yelp rating can lead to a revenue increase of 5-9%.

For multi-location brands, a bad review at one location can tank the entire brand’s reputation. Customers don’t see it as “just one store”—they see one bad experience as a reflection of the brand. Just one negative review can drive away 22% of potential customers, and multiple bad reviews could turn away more than half. 

The flip side of that, by maximizing review management you could regain up to 20% in lost revenue. Proactively responding to reviews and improving ratings can recover lost revenue. 

2. Reviews = More Revenue (Full Stop)

The math is clear:

• A one-star increase on Yelp or Google = 5-9% revenue increase. (Harvard Business School)
• Customers are 31% more likely to spend more at businesses with strong reviews. (Spiegel Research Center)

Implementing loyalty programs and rewards for customers boosts review volume and revenue. Solutions that encourage customers to provide reviews by offering vouchers and coupons, drive revenue long-term, and increase customer retention and lifetime value. 

Deliverect found that promotions or cashback in loyalty programs can drive 24% more spending.

3. Social Proof Builds Trust 

People don’t take chances on bad reviews. A business with high Google ratings and regular positive feedback attracts more customers, more frequently.

AI-powered response solutions, like Momos AI for multi-location brands, guarantee 100% review response rates, ensuring no customer is ignored and driving repeat business.

The Stats: 85% of consumers trust online reviews as much as personal recommendations. (BrightLocal)

4. Controlling the Review Process = Protecting your Brand = More Return Customers

In 2024, Baskin Robins partnered with Momos, adopting our Unified AI Customer Platform to improve their online ratings and enhance customer feedback management. Within the first 8 weeks of using Momos, Baskin Robbins saw:

• 5,000+ survey submissions, significantly expanding their customer database.
• 30% increase in Google ratings, with positive feedback tripling in volume.
• 40% of survey participants returned within 30 days to redeem offers, translating into a 10x ROI.

Beyond retention, Baskin Robbins prevented negative reviews from hurting its reputation by winning back the 7% of customers who had less-than-perfect experiences.

And it didn’t stop there—review engagement drove new sales. Nearly 20% of survey participants engaged with their campaigns, generating 1,000+ high-intent customers. Of those, 30% made a purchase. When you control the review process, you control revenue.

Final Thoughts: Continue to Not Sleep on Reviews

Reviews are not just reputation—they’re free business intelligence. The best brands analyze, adapt, and optimize based on review data, staying ahead of competitors and maximizing profits.

In 2025, reviews are not a vanity metric—they are a revenue engine.

Mutli-location Businesses that take reviews seriously rank higher, convert faster, and earn more. The ones that don’t? They lose customers, lose revenue, and lose market share.

Make reviews a priority. Your bottom line depends on it.

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