Analysis of 2 759 Texas Roadhouse reviews points to problematic reservations

At Texas Roadhouse you can get hand-cut steaks, fall-off-the-bone ribs, made-from-scratch sides, and fresh-baked bread. But when we looked at the reviews about the company, we found there are some improvements that could be made.

Why do we say this?

The topic “told” has an occurrence rate of 9% and an average grade of 2,63 / 5. The average grade for the project is 3,71 / 5. The topic frequently appears along with “wait” (in 35% of the cases) and “called” (in 30% of the cases). It appears that the staff’s communication with customers is lacking at times. Some customers who called and wanted to make reservations have been told to call the next day. When the customers call the next day, they’re denied to make a reservation. Other customers have expressed dissatisfaction with being told to wait for hours to get a table. This even though they tried to call and make a reservation.

“Table” is also a topic that has a lower average grade 3,41 / 5 than the overall average for the project. It also frequently appears along with “wait” which indicates that the waiting time for tables is long. This can be confirmed when looking at common problems expressed by the customers.

“Called” is also a topic that gets mentioned with the previous topics. It has an occurrence rate of 22% and also occurs frequently along with “wait”, in 42% of the cases.

There is an obvious problem with the reservation and seating system. Customers who call to make a reservation, are told that they can’t make a reservation at the time. Instead, they are recommended to come to the restaurant where they can wait a while. Upon arrival, some are told that they should have made a reservation, even though they tried. This often results in long waiting times, in a room with peanut shells all over the floors and seats. The overall experienced service rating is slightly above average. However, it’s clear that there are many occasions the service has been lacking and could be improved.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Yelp.

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