Venga Releases New Sentiment Analysis Features for Guest Feedback

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Qualitative Restaurant Reviews Broken Down to Actionable Insights

Venga Sentiment Analysis

Popular words and phrases affecting restaurant reviews

The amount of time restaurant operators spend monitoring review sites and trying to spot trends could be limitless. There is so much information out there but turning that into something digestible is the challenge.

Venga, a CRM and data analytics platform for restaurants, recently unveiled its latest innovation in restaurant technology. Restaurant operators can now easily quantify customer reviews to see which terms most often sway a guest’s experience positively or negatively.

By applying natural language processing to all the reviews on sites such as Yelp, OpenTable, TripAdvisor, and dozens more, Venga turns this mass of unstructured data into actionable results. Venga displays this data in a visual heatmap as part of its existing guest management dashboard. For example, by seeing that sangria and the patio are consistently mentioned in a positive context, a restaurant can decide to focus marketing efforts there. Restaurateurs also have the ability to research a specific keyword to see the sentiment associated with it. This can be especially helpful to measure the performance of menu staples, seasonal offerings, and servers.

“The amount of time restaurant operators spend monitoring review sites and trying to spot trends could be limitless,” says Venga CEO and co-founder Sam Pollaro. “There is so much information out there but turning that into something digestible is the challenge.”

At a higher level, Venga looked at industry trends from one million words and phrases covering dozens of sources. Service ranked as the top indicator of both a positive and negative review. Atmosphere and food proved to be the second most important factors in positive and negative reviews respectively.

Terms that topped the list for positive reviews included:
"Helpful", "attentive", and "amazing" staff
"Elegant" atmosphere, "wonderful ambiance" or a "fun vibe"
“Brunch”
“Wine” and “Beer” selection

Terms that most often led to negative reviews included:
"Awful", "terrible" or "rude" service
"Bland", "mediocre", or "salty" food
“Errors”

Since being founded in 2010, Venga has been helping restaurants better understand and engage with their guests. In 2013, Venga released its unique OpenTable and point-of-sale integration, developed with industry leaders like Jose Andres’ ThinkFoodGroup. By connecting the dots between guests and their purchases, Venga unlocks the data restaurants have never been able to put to use and provides the tools to increase guest satisfaction and frequency. Today, Venga works with many of the leading restaurant groups in the U.S., Canada, and the U.K.

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Gini Longino
Venga
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