Review management and team performance tracking

Development of an automated system to manage, analyse and respond to reviews, making it possible to spot recurring problems, measure team performance and improve the customer experience continuously.

AutomationTracking+Quality

The Challenge

Managing reviews with no control or clear view of the business

The restaurant received a steady stream of Google reviews, but had no structured system to analyse them, reply to them or draw anything useful from them.

Reviews checked by hand, with no order or follow-up.
Hard to spot patterns or recurring problems.
No visibility over the team's real performance.

Key insight into the customer experience was lost, criticism went unanswered for too long, and reviews weren't being used to improve the business or its ranking.

Our Strategy

Turn reviews into a source of control and improvement

We designed a system that doesn't just manage reviews but turns them into useful data for making decisions, improving internal processes and sharpening customer service.

Centralising every review in a single system.
Analysing the content beyond the star rating.
Turning feedback into operational decisions.

The system combines automatic analysis, clear reporting and the ability to act immediately, removing the need for manual review.

The Solution

Complete analysis, response and tracking system

We built a system that automatically collects every review, analyses it, classifies it and allows the team both to reply and to use it to improve operations.

All reviews logged automatically in Google Sheets.
Classification by type: positive, negative or opportunity.
Identification of specific mentions of individual team members.
Periodic statistics and analysis.
Team performance tracking based on reviews
The system measures staff performance from genuine customer mentions, analysing both the content and the tone of each comment.
Automatic detection of names within reviews.
Sentiment analysis (positive, negative or neutral).
Database record with each employee's full history.
The manager has objective information to make decisions, recognise good work or correct mistakes on solid evidence.
Intelligent response and alert system
The system replies to reviews automatically, following different protocols by review type and keeping the right tone in each case.
Automatic thank-you replies to positive reviews.
Handling of critical reviews with prior analysis of the context.
Instant email alerts for negative reviews.

It allows the team to act quickly on real problems and stop negative situations escalating.

The result

Full control of reputation and continuous improvement

The restaurant went from checking reviews by hand to a structured system that organises, analyses and prioritises the information, so they can act fast and improve continuously.

100%

New reviews centralised and classified