- Published :July 01, 2019
- Client :Radius Theme
- Category :SEO Service, Web Traffic
- Website :https://github.com
- Share :
MealMasters was losing:
✔ 12,000 monthly users to competitors with better ratings
✔ $380K/year in refunds from negative experiences
✔ Top drivers leaving for other platforms
Our mission: Turn ratings into a growth engine.
1. Review Sentiment Triage
AI-Powered Analysis:
Categorized 9,200 reviews into 6 pain points
Discovered 68% of negatives mentioned “late” or “cold”
Root Cause Mapping:
Complaint True Cause “Late food” Driver GPS routing errors “Cold meals” Missing thermal bag checks
2. Proactive Rating Defense
Pre-Emptive Feedback System:
Sent in-app satisfaction check before Google Play review prompt
Directed unhappy users to live chat instead of public reviews
“Make It Right” Algorithm:
Auto-issued $5 credits for orders with >25min delays
3. Strategic Review Generation
Identified ideal review candidates (3+ orders, always on-time)
Triggered personalized review asks post-delivery
Happy Customer Targeting: “Your driver, Sam beat the estimate! Share your experience?”
Incentive Structure:
Offered loyalty points (not discounts) for verified reviews
4. Public Response Protocol
Customized Reply Templates:
Review Type Response Strategy 1-star with complaint “We’ve refunded $10 + fired that driver” 4-star with suggestion “Implementing your packaging idea next month!”
Execution Timeline
| Month | Focus Area | Key Result |
|---|---|---|
| 1 | Data Diagnostics | Identified 3 systemic failure points |
| 2 | System Changes | Reduced late orders by 61% |
| 3 | Review Flow Launch | Increased positive reviews 4X |
| 4 | Full Optimization | Became top-rated in 6 metro areas |
Measurable Improvements
| Metric | Before | After (6 Months) |
|---|---|---|
| Average Rating | 3.8★ | 4.6★ |
| 1-Star Reviews | 22% | 6% |
| Driver Retention | 68% | 89% |
| App Store Position | #28 | #7 (Food & Drink) |
Strategic Wins:
✅ “Fastest Delivery” badge earned in app stores
✅ Cut refund costs by $210K annually
✅ Became a preferred partner for premium restaurants
