This project conducts an in-depth analysis of customer reviews for fast food restaurants in three major French cities: Lyon, Marseille, and Paris. The primary goal is to identify key factors influencing customer satisfaction and dissatisfaction, and to develop targeted, cost-effective strategies for improving customer experience in each city.

Source: Google Reviews

Scope: Fast food restaurants in Lyon, Marseille, and Paris

Sample Size: Lyon : 11892 reviews, marseille : 13053 reviews and paris : 26240 reviews. Total : 51185 reviews.

Data Points: review text, date of review

Ethics: All data was collected in compliance with Google's terms of service

Data Collection: Reviews were gathered from Google Reviews using automated data collection techniques.

Data Preprocessing:

Categorization: Reviews were categorized into six main areas:

Analysis:

Visualization:

Strategy Development:

Negative reviews have a more significant impact on business reputation and customer retention than positive ones.

Service and food quality are the top concerns across all three cities, but their relative importance varies.

Each city has unique secondary concerns that require targeted strategies.

Positive Reviews:

Negative Reviews:

Notable: Highest percentage of delivery-related complaints (2.7%) among the three cities.

Positive Reviews:

Negative Reviews:

Notable: Highest percentage of cleanliness complaints and showed more price sensitivity (5.6%) than Lyon.

Positive Reviews:

Negative Reviews:

Notable: Highest price sensitivity and more ambiance-related complaints (4.0%) than other cities.

Service Improvement:

Food Quality Consistency:

Delivery Enhancement:

Service Excellence:

Cleanliness Initiative:

Value Perception:

Parisian Service Standards:

Food Quality Perception:

Value Enhancement:

Enhanced Customer Feedback System:

Social Media Engagement:

Staff Empowerment:

Menu Optimization:

Prioritize issues based on the percentage of complaints in each city.

Implement changes gradually, starting with one or two initiatives at a time.

Regularly review customer feedback and sales data to measure the impact of each initiative.

Adjust strategies based on results and ongoing customer feedback.

Ensure all staff members are well-informed about new initiatives and their role in implementation.

Celebrate successes with staff to maintain motivation and reinforce the importance of improvements.

By focusing on these city-specific concerns and implementing targeted, cost-effective strategies, fast food businesses in Lyon, Marseille, and Paris can work towards reducing negative reviews, enhancing customer satisfaction, and improving their overall reputation and profitability. The key to success lies in consistent application, ongoing monitoring, and a commitment to continuous improvement in response to evolving customer needs and preferences.

Walid Benzineb - benzinebwal@gmail.com