Moris Media's Client Shares 5-Star Reputation Management Experience

5-Star Review from Franchise

Abu Dhabi Municipality, United Arab Emirates

Moris Media transformed our online reputation with swift, professional actions. We saw a remarkable rating improvement and gained invaluable insights, making our brand stronger and more trusted! - FRANCHISEE MANAGER

Service Type : Reputation Management
Tenure : 6 Months

Posted : Monday, 21 June, 2021

Challenge Before Engagement

As a Franchisee Manager of a well-established restaurant brand, ensuring a flawless digital reputation was essential to staying competitive. However, a few unfavourable reviews began affecting our online ratings and causing noticeable dips in new customer engagement. With customer perception so closely tied to public feedback, we knew something had to change before it eroded our brand loyalty further. We lacked the tools and structured approach needed to address and rectify these issues in a timely, effective manner.

Solution Provided by Moris Media

Moris Media stepped in with a structured Reputation Management plan tailored to our franchise’s challenges. They set up a review management system that proactively encouraged feedback from happy diners and engaged professionally with all reviews. Their real-time brand monitoring ensured no issue went unnoticed, and their crisis-handling process offered steady guidance when complaints surfaced. Their insights into customer sentiment helped us refine not only our digital voice but also several aspects of our service delivery.

Impact or Outcome

Over six months, we saw a visible transformation. Our average online rating increased by nearly a full star, and customer sentiment in reviews turned distinctly more positive. Negative feedback was no longer left unaddressed, which reassured both potential and returning patrons. Beyond just numbers, the structured improvements in customer engagement also translated to improved dine-in retention and more consistent footfall—proof that a credible online presence has real-world effects in our line of business.

Suggestions for Improvement

The only minor area for improvement would be in streamlining reporting timelines. At times, the frequency of analytics reports could be more regular to better align with our internal review meetings. That said, whenever we specifically requested deeper insights or urgent updates, the team was responsive and ensured we had what we needed. A more predictable cadence for reporting would enhance the overall experience.

Overall Review Summary

As a Franchisee Manager, I found Moris Media’s Reputation Management service both strategic and hands-on. Their structured approach not only mitigated the impact of prior negative reviews but also strengthened our ability to foster long-term customer trust. The team demonstrated both empathy in communication and precision in execution. In a high-pressure sector where reputation directly affects sales, their support made a meaningful difference to how our brand is perceived today.