The Swiss company Respondelligent Gastro Web’s 2025 study provides a comprehensive overview of online reviews and how hospitality businesses respond to them. The research examined the online presence of nearly 5,000 restaurants across Germany and Switzerland.
Online reviews have become not only a crucial channel for direct guest feedback but also a key marketing tool for attracting potential new customers. In Germany, the number of online reviews remained stable in 2024 compared to the previous year, with an average of 154.3 reviews per restaurant, the highest figure in the DACH region. However, major cities such as Berlin, Hamburg, and Munich experienced a decline in review numbers. Munich continued to lead, averaging 250.6 reviews, while Mainz received the fewest, averaging 83.7 reviews per restaurant.
Respondelligent measures online reputation using its proprietary Rescore system, which combines qualitative and quantitative assessments on a scale of 1 to 100. In 2024, Germany’s average score increased to 84.8, surpassing the previous year but remaining below 2022 levels. Compared to Switzerland (85.0 points), Germany slightly lags behind. Significant regional variations were observed: Dresden led with 86.3 points, overtaking Hamburg, while Mainz showed the largest improvement. Düsseldorf scored lowest with 83.5 points, receiving particularly critical feedback on service and value for money.
Only one in five guest reviews received a response from the hospitality providers, with German restaurants responding less frequently than those in Switzerland (26.6%). Negative and neutral reviews (e.g., 3-star ratings) were more likely to elicit a response than positive ones. The study notes that one reason for this response behavior is the widespread practice of legally challenging or having negative reviews removed via specialized services. However, the adoption of digital and AI-based tools is increasingly enabling businesses to view negative feedback as an opportunity for improvement.
The analysis also shows that the frequency and quality of reviews fluctuate throughout the year and week. October saw the highest and most positive review activity (average rating 4.5 stars), likely linked to Oktoberfest celebrations. Reviews tend to be more critical on weekends, especially Sundays, focusing on service and value for money. During summer months, higher visitor numbers and longer wait times contributed to more negative reviews, while positive ratings often highlighted outdoor seating and scenic views.
Most reviews remain in German (71.86%), although the proportion of English-language reviews is rising, particularly in Berlin and Munich. Other significant languages include Dutch, Danish, Turkish, Korean, Russian, and Polish. In 2024, 33% of German reviews contained no text. Among these, 91.6% were positive, significantly influencing the Rescore.
Qualitative analysis of review text indicates that food and service quality remain the most frequently mentioned aspects. Among positive comments in 2024, food quality and taste led with 19.1%, followed by general positive feedback on food (18.38%), staff friendliness (13.16%), and restaurant atmosphere (11.92%). Other relevant aspects included general praise for service (8.7%), professionalism of service (8.03%), and value for money (6.22%). Positive mentions also highlighted recommendations (6.76%), drink quality (4.44%), and restaurant location (3.29%).
For negative mentions, food quality and taste topped the list (17.66%), followed closely by value for money (16.98%) and general food-related criticism (13.97%). Staff professionalism (14.34%), waiting times (6.73%), and overall service (7.96%) were additional key points. Lack of friendliness (6.98%), ambiance (5.59%), and issues with delivery or takeout, particularly regarding order completeness (4.5%), also received frequent negative feedback.
Value-for-money ratings were particularly critical in Leipzig, Hannover, Cologne, and Kiel, with declines exceeding two percent in each city. Guests criticized high prices, small portions, and overall disappointing quality. Düsseldorf again received the lowest score in this category. Meanwhile, cities such as Berlin, Munich, Frankfurt, Dortmund, Nuremberg, and Magdeburg reported stable or improving scores, with Berlin guests frequently noting food variety and generous portions.
The data highlights that both positive and negative reviews are strongly influenced by dining and service experiences. While staff friendliness and overall atmosphere play central roles in positive reviews, service quality, value for money, and waiting times are increasingly critical in negative reviews. Notably, criticisms of staff professionalism and friendliness appear almost as frequently as complaints about food quality (food-service.de).
Further results and detailed analysis are available at: https://respondelligent.com/de/studien/
Related Case:
A Berlin restaurant owner refused to accept negative reviews on an online platform and sought to prevent the platform from publishing third-party star ratings and written reviews. The Berlin regional court rejected the request, finding it unfounded. The court emphasized that the disputed value did not reach the €5,000 threshold, and that the platform operator is not indirectly liable for user reviews unless informed of alleged personal rights violations. Additionally, the restaurant owner did not utilize the platform’s Digital Services Act (DSA) reporting and dispute procedure.
Online reviews have become an everyday phenomenon in restaurants, significantly influenced by individual tastes, and individual reviews generally carry less weight in the overall rating calculation (abzonline.de).