レビュー返信率は、飲食店の売上にどのような影響を与えるのでしょうか？

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Replying to customer reviews takes time and effort. So there are two important questions that restaurants often ask:

1. Does review reply rate improve brand's rating?

2. Does improved brand's rating have an impact on revenue?

To answer those questions, we use data from two sources:

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Study 1. From Reply Rate To Rating

We picked two outstanding Momos Enterprise customers to analyze the impact of reply rate on star rating.

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Study 2. From Rating To Revenue

If your rating moves from 3.5 to 4.0, what happens to your revenue?

To answer that question, we reference a research by Michael Luca from Harvard Business School.

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The Final Playbook

From these two reviews, here are the actionable advice for your multi-location restaurant:

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Appendix

Data source: Internal Momos analysis. 504 brands, Google review data only, monthly aggregation. Semi-log regression model, p < 0.001. Companion analyses: full RR → Rating doc, per-brand projection table.

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Review Replies and Revenue: FAQ

Does replying to reviews improve a restaurant's star rating?

Yes, replying consistently is linked to better ratings. Momos's internal analysis of 504 brands' Google review data looked at how reply rate relates to star rating over time. When you reply to more of your reviews, guests see that you're listening, and that tends to show up in your rating.

Does a higher star rating actually increase restaurant revenue?

It does, according to research by Michael Luca at Harvard Business School, which the post uses to connect ratings with revenue. His work found that a better rating on review sites goes along with higher revenue. So moving your rating up, for example from 3.5 to 4.0, is worth real effort.

What is a review reply rate?

Your review reply rate is the share of reviews you've responded to in a given period. If you get a hundred reviews in a month and reply to eighty of them, your reply rate is eighty percent. Tracking it by location shows you where replies are falling behind.

Should I reply to positive reviews as well as negative ones?

Yes, replying to both counts toward your reply rate and shows every guest that you read what they write. A quick, personal thank-you to a happy guest takes little time and encourages them to come back. Negative reviews still deserve priority, because a thoughtful reply can win back an unhappy guest.

How can a multi-location restaurant keep up with review replies?

Set a clear target for reply rate at every location and check it each month alongside your star rating. Bringing reviews from all your stores into one inbox makes it far easier to spot which locations are falling behind. Many brands use AI to draft on-brand replies so the team only needs to review and approve them.