Case Study: Growing Zomato with Quality Reviews

Objective

Analyze how increasing the quantity and credibility of text reviews in the food delivery vertical can drive business outcomes for Zomato.

Key Takeaways

Importance of Reviews

Text reviews strengthen platform trust, speed up user decision making, and improve menu conversions.

Target Users

Highly active, frequent orderers are most likely to engage if their barriers—mostly time and value—are addressed.

Survey Insights

Only 28% frequently write text reviews due to convenience and perceived benefit issues.

Competitor Research

The segment lacks advanced audio or AI review systems, presenting a strong differentiation opportunity.

Solution Highlights

Speech-to-Text Reviewer

Eases writing anxiety and decision effort, increases perceived value.

AI Tag Generator

Creates detailed, relatable reviews from simple ratings.

User Experience Improvements

• Conversational UI
• Emojis and hashtags
• Appreciation messages
• Recent review visibility for menu browsing

System Design

Speech recognition is central, with fallback to online models. Moderation, sentiment analysis, and keyword tagging safeguard quality.

Data pipeline tracks review interactions for business analytics.

Success Metrics

• Review volume and active users
• Time to write reviews
• Menu conversion rates
• Click-through rates on notifications

Conclusion

Prioritizing convenience and recognition can transform text review rates, supporting Zomato's business goals and overall user satisfaction.