IMPACT ON THE BUSINESS
A restaurant’s Google rating does more than just determine if diners show up – it can influence how visible it is in search results.
Ms Wong Pei Wen, a senior lecturer at Nanyang Technological University’s Wee Kim Wee School of Communication and Information, said food and beverage businesses often need ratings of at least four stars to surface in searches such as “good food near me”.
While the immediate impact of review bombing can be severe, experts said effects may be short-lived.
“A wave of generosity can change public opinion as quickly as the negative ones,” said Associate Professor Kiattipoom Kiatkawsin from the Singapore Institute of Technology’s Hospitality and Tourism Management programme.
“The restaurant should address the issue professionally and clarify if there are actionable steps being taken to ensure diners feel that they are well cared for.”
Associate Professor Natalie Pang from the Department of Communications and New Media at the National University of Singapore agreed, saying that consistent positive reviews over time can mitigate short-term dips.
Mr Mimrah Mahmood, vice-president of enterprise in APAC at software company Meltwater, said if negative reviews stem from a single incident rather than overall experience, ratings often stabilise.
“The damage is sharp but short-lived. A sudden drop in ratings can affect visibility and deter potential customers in the immediate term, especially for tourists or first-time visitors who rely heavily on reviews,” he said.
Associate Professor Dianna Chang at the Singapore University of Social Sciences added that such crises can even present an opportunity for businesses to improve.
“While restaurants are entitled to set their own pricing strategies, a certain degree of flexibility can be beneficial. In this case, showing greater care and flexibility toward loyal customers and families with young children would help.”
