This project was predicated on the analysis of 25 Yelp reviews for each restaurant. To do so, I carried out an AI analysis using ChatGPT 4-o, as well as custom GPT models tailored specifically for data analysis.

Developing a Conceptual Coding Scheme

Using AI, a detailed coding scheme was developed to categorize and analyze the reviews. Key themes identified included food quality, service, atmosphere, and pricing.

1. Positive Feedback (PF)
   • Compliments (P-C)
   • Recommendations (P-R)
   • Repeat Intentions (P-RI)
2. Negative Feedback (NEGF)
   • Complaints (N-C)
   • Constructive Criticism (N-CC)
   • Warnings (N-W)
3. Neutral Feedback (NEUF)
   • Observations (NE-O)
   • Comparisons (NE-C)
   • Factual/Nonbiased Descriptions (NE-F)
4. Questions/Inquiries (QI)
   • Menu Questions (Q-M)
   • Reservation Questions (Q-R)
   • Operational Questions (Q-O)
5. Suggestions (S)
   • Menu Suggestions (S-M)
   • Service Improvements (S-S)
   • Ambiance Enhancements (S-A)

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Review Coding Process

AI was utilized to assign appropriate codes to each review based on the established coding scheme. The reviews were analyzed for content related to predefined themes and coded so.

Cabo Bob’s Content Analysis

Frequency of Each Category:

• Positive Feedback:
  • Compliments (P-C): 22 mentions (35.48%)
  • Recommendations (P-R): 16 mentions (25.81%)
  • Repeat Intentions (P-RI): 10 mentions (16.13%)
• Neutral Feedback:
  • Observations (NE-O): 7 mentions (11.29%)
• Negative Feedback:
  • Complaints (N-C): 4 mentions (6.45%)
  • Constructive Criticism (N-CC): 1 mention (1.61%)
• Others:
  • Comparisons (NE-C): 1 mention (1.61%)
  • Factual/Nonbiased Descriptions (NE-F): 1 mention (1.61%)

Strengths:

• High praise for food quality.
• Positive customer perception and repeat intentions suggest good value for money.

Weaknesses:

• Service complaints show that some issues need addressing.
• Limited constructive criticism suggests room for operational improvements.

Recommendations:

• Discuss service issues through staff training and operational improvements.
• Leverage strengths in food quality to keep and enhance customer satisfaction.
• Engage more with customers to encourage feedback and make nuanced improvements.

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Lucky Robot Content Analysis

Frequency of Each Category:

• Positive Feedback:
  • Compliments (P-C): 22 mentions (36.67%)
  • Recommendations (P-R): 16 mentions (26.67%)
  • Repeat Intentions (P-RI): 9 mentions (15.00%)
• Neutral Feedback:
  • Observations (NE-O): 6 mentions (10.00%)
• Negative Feedback:
  • Complaints (N-C): 4 mentions (6.67%)
  • Constructive Criticism (N-CC): 1 mention (1.67%)
• Others:
  • Comparisons (NE-C): 1 mention (1.67%)
  • Factual/Nonbiased Descriptions (NE-F): 1 mention (1.67%)

Strengths:

• High level of positive feedback and customer satisfaction.
• Strong customer retention through recommendations and repeat intentions.

Weaknesses:

• Limited negative feedback indicates possible issues being overlooked.
• Opportunities exist to convert neutral feedback into positive enhancements.

Recommendations:

• Keep high standards in service and food quality to make sure continued customer satisfaction.
• Act on neutral feedback to find areas for minor improvements.
• Encourage constructive criticism to uncover hidden issues and enhance overall service quality.

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Comparative Analysis

Similarities:

• Both restaurants show strong customer loyalty and high appreciation for food quality.
• Positive feedback is significantly high, indicating good customer satisfaction.

Differences:

• Service: Lucky Robot has fewer service complaints compared to Cabo Bob’s, highlighting better service satisfaction at Lucky Robot.
• Feedback Utilization: Cabo Bob’s has slightly more constructive criticism, suggesting it needs to focus more on customer feedback for operational improvements.

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Conclusion

While both Lucky Robot and Cabo Bob’s share strong customer loyalty and positive feedback on food quality, they differ in service satisfaction and feedback utilization. Addressing service complaints and leveraging positive feedback will enhance customer experiences and make sure long-term success for both establishments. Encouraging more detailed customer feedback will help find areas for continuous improvement and customer engagement.

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Comparative Analysis of Lucky Robot & Cabo Bob’s

Category	Lucky Robot (%)	Cabo Bob’s (%)
Positive – Compliments	36.67	35.48
Positive – Recommendations	26.67	25.81
Positive – Repeat Intentions	15.00	16.13
Neutral – Observations	10.00	11.29
Negative – Complaints	6.67	6.45
Negative – Constructive Criticism	1.67	1.61
Neutral – Comparisons	1.67	1.61
Neutral – Factual/Nonbiased Descriptions	1.67	1.61

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Recommendations

Lucky Robot:

• Keep high service and food quality standards.
• Convert neutral feedback into positive improvements.
• Encourage constructive criticism to enhance overall service quality.

Cabo Bob’s:

• Discuss service complaints through staff training and operational improvements.
• Leverage strengths in food quality to keep customer satisfaction.
• Engage more with customers to encourage feedback and find areas for minor improvements.