The setup
Riverside Group operates 87 restaurants across Texas, Louisiana and Oklahoma. Each location averages 4.5 stars on Google. Reputation is the operations team's #1 KPI — direct correlation with same-store revenue.
The challenge
The team was using a dashboard tool that polled Google reviews once a week. By the time a 1-star review surfaced internally, the customer had usually already taken their experience to social. The recovery window — the time during which a personalised reply or comp can win the customer back — is usually 48 hours. They were missing it.
The solution — what they built on Livescraper
Priya set up a Livescraper schedule: Reviews scrape every 90 minutes across all 87 locations, filtered for ≤ 3 stars. Each new low-rating review fires a webhook to a Slack channel watched by the local operations manager for that restaurant. Manager reaches out within the hour. Three months in, recovery rate (customer who returns within 60 days) jumped from 11% to 38%.
The result
Across 87 restaurants we see new reviews before the customer leaves the building. Recovery rate jumped from 11% to 38% in three months.
“Across 87 restaurants we see new reviews before the customer leaves the building. Recovery rate jumped from 11% to 38% in three months.”— Priya Iyer, Director of Operations