News

Grubhub offers restaurateurs access to consumer ratings and reviews

July 12, 2016

Grubhub, the online food delivery service, announced the launch of its new faceted ratings and reviews system in a press release. The new system provides insights into three aspects of the take-out experience, including delivery time and order accuracy, as well as food quality. It also raises the bar for transparency and trust in online restaurant ratings and reviews with an unprecedented volume of diner-generated data and fraud prevention enhancements.

"Grubhub works hard to connect diners with the food they love from their favorite local restaurants and to help restaurants succeed with innovative tools and technology," said Grubhub Senior VP of Product Sudev Balakrishnan. "We saw an opportunity to empower our diners by giving them accurate information on the aspects of the ordering experience they care about most, so they can make the ordering decision that best meets their needs.  At the same time, we are able to help restaurant owners attract and retain more loyal diners by providing transparency into the factors that influence the rating of their restaurant."

On average, Grubhub collects 70,000 data points each day from its customers. These data points are provided by diners shortly after they receive and consume their meal, via a short text survey, or a survey that appears when the diner logs back onto the Grubhub site. The data from these responses is then aggregated into an overall star rating as well as a score for each facet of the ordering experience.

"At Chopt we're focused on providing our diners with great local ingredients and a top of the line experience whether they order in one of our many locations or online," said Tom Kelleher, SVP of Operations for Chopt Salad Company. "The new ratings and reviews process provides us with feedback on each level of the delivery experience -- time, accuracy and taste -- so that we are able to maintain our high quality standards for new and existing customers."

The new system provides benefits for diners and restaurant owners, and according to the release is tailor-made for the online food ordering experience.