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Based on the hospitality profile.
Estimates based on published research from HBS and UC Berkeley.
Actual results vary by execution.
Three knobs change between industries — review capture, rating-to-revenue weight, and the long-run rating ceiling. Here's exactly how each one is set.
Hospitality customers rely heavily on Google ratings before booking. A half-star difference materially shifts where guests choose to eat or stay, so the rating-to-revenue link is strong (~8.5% per star).
Automotive purchases are infrequent but high-value. Reviews are checked heavily before a purchase, but capture is harder because many customers visit the showroom only once.
Trades customers tend to feel emotionally invested in the outcome (a problem solved at home) and are the most likely to leave a review when asked. Local-pack ranking on Google Maps is decisive.
Patients select healthcare providers almost entirely on trust and reviews. The rating-to-revenue link is the strongest of any category — a single star can decide whether a clinic shows up on the local pack.
Professional services are often referral-driven, so reviews reinforce decisions rather than make them outright. The uplift per star is smaller but still meaningful.
Retail customers are typically transactional and review less frequently than service-based industries. Customers also rate retail more honestly about minor friction, so the long-run rating ceiling is slightly lower.
| Industry | Review capture | £ per +1 star | Rating ceiling |
|---|---|---|---|
Hospitality (hotels, restaurants, cafes) Hospitality customers rely heavily on Google ratings before booking. A half-star difference materially shifts where guests choose to eat or stay, so the rating-to-revenue link is strong (~8.5% per star). | 22% | 8.5% of annual revenue | 4.7 ★ |
Automotive (dealerships, service) Automotive purchases are infrequent but high-value. Reviews are checked heavily before a purchase, but capture is harder because many customers visit the showroom only once. | 18% | 7% of annual revenue | 4.6 ★ |
Trades (plumbing, electrical, HVAC) Trades customers tend to feel emotionally invested in the outcome (a problem solved at home) and are the most likely to leave a review when asked. Local-pack ranking on Google Maps is decisive. | 25% | 7.5% of annual revenue | 4.7 ★ |
Healthcare (clinics, dental, vets) Patients select healthcare providers almost entirely on trust and reviews. The rating-to-revenue link is the strongest of any category — a single star can decide whether a clinic shows up on the local pack. | 20% | 9% of annual revenue | 4.8 ★ |
Professional services (legal, accounting, agencies) Professional services are often referral-driven, so reviews reinforce decisions rather than make them outright. The uplift per star is smaller but still meaningful. | 20% | 6% of annual revenue | 4.6 ★ |
Retail Retail customers are typically transactional and review less frequently than service-based industries. Customers also rate retail more honestly about minor friction, so the long-run rating ceiling is slightly lower. | 15% | 6% of annual revenue | 4.5 ★ |
Sources & methodology: The star-to-revenue weight is calibrated to Michael Luca’s Harvard Business School working paper (HBS 12-016, 2011/2016 — a one-star increase on Yelp drives a 5–9% revenue lift for independent restaurants) and Anderson & Magruder (UC Berkeley, The Economic Journal 2012 — a half-star uplift increases sell-out frequency by 19 percentage points). Review-capture and consumer-behaviour benchmarks are drawn from the BrightLocal Local Consumer Review Survey. We deliberately use the lower end of the +1-star research band per industry and only 60% of the rating-ceiling gap in the first 3 months — the calculator errs conservative.