✦Case study · Restaurants · Toronto

Three locations, one review velocity system, and local pack rankings back where they should be.

Independent multi-location restaurants need GBP and review infrastructure that scales without losing the local feel. We built the systems that handled both.

IndustryRestaurant group

LocationToronto

Scale3-location independent restaurant group

Duration10 weeks setup + ongoing care retainer

The challenge

The group had three established Toronto locations with strong food and steady regulars, but local pack rankings had been declining for 18 months. New competitors were outranking them despite having lower star ratings. Review velocity had stalled at fewer than 2 new reviews per location per month. Each location's GBP was set up years ago and had drifted out of consistency.

The approach

Rebuilt each location's Google Business Profile with consistent NAP, refreshed photography, complete services lists, populated Q&A, and weekly posts.
Implemented a multi-location review collection workflow: post-visit SMS asks (with the customer's consent at checkout), GBP review link cards on tables, and weekly review velocity reporting per location.
Trained front-of-house staff at all three locations on the post-meal ask. Higher response rate than any automated system.
Set up AI-drafted review response system. Each new review gets a personalized draft response in the restaurant's voice; manager reviews and posts within 24 hours.
Implemented menu schema across the group website so menu items appear in Google search results and Maps.
Added location-specific neighbourhood content for each location's page: local context, parking notes, accessibility, dietary accommodation.