The Pupp Story - Reviews

Posted on February 10, 2017 by Paul Froggatt | 0 comments

In this series of posts we detail our experiences creating the first cafe for dog lovers in Dublin, and try to feature a few tips for the would-be cafe owner. If you're interested in how Pupp came to be, or potentially opening your own venue, you can find more articles on Facebook, Twitter, or The Pupp Blog.

As any restaurant business will attest, reviews play a critical role in the success or failure of an enterprise. Sites like Tripadvisor help people discover new places, but a few negative reviews early on can easily de-rail a fledgling restaurant. At Pupp we're lucky that people embraced the concept from the outset, and now have a growing base of word-of-mouth recommendations as well as strong online reviews. Most people likely have experience giving reviews, but we thought it might be interesting to examine the topic from the perspective of a business.

Tripadvisor logo   Facebook logo Google G Logo

Tripadvisor, Facebook, and Google - The big three sources of online reviews

Review volumes grow organically as businesses become more established, though there are also other ways restaurants can encourage feedback (EConsultancy have some creative ways to generate reviews for those that are interested). For example, we have a little reminder at the bottom of our menu (pictured below), and occasionally post to social media to ask for ideas or suggestions. Tripadvisor provides "Review Us" stickers, cards, etc but we're not big fans of clutter so tend not to use them. We think it's better to focus on continually improving service levels rather than pestering people. Interesting posts about review stats on our blog don't count... ;) 

Pupp Menu FooterOur menu footer

Being the data geeks that we are, we did a bit of analysis on our online reviews to see what we could find. First of all, we looked at which platforms were most popular for our customers:

Pupp Review By SourceFacebook accounts for the majority of our online reviews

Pupp has a strong following on Facebook, so it makes sense that a lot of customers choose to leave a review there. The user base is also huge, so people don't need to create an account just to leave a review for a particular business. The format is a great source of feedback - we read every one and action any suggestions - however of the various sites it is the least likely to help potential new customers discover Pupp. Facebook isn't indexed by search engines, and reviews don't seem to impact the exposure of our Facebook page.

Google and Tripadvisor account for most other reviews, and are both focused on helping users discover new places in addition to rating places they've been.

(As a quick side note it's probably worth mentioning that Pupp has never paid for any reviews or tried to influence scores - we love when customers leave reviews and encourage them to do so, but we believe a reputation that is legitimate and trustworthy is just as important as one with good ratings.)

Next, we broke down the review scores by platform:

Pupp Review Scores81% of reviews were 5*, with 96% of customers rating us 4* or above

While overall scores were overwhelmingly positive, there are a few interesting trends in the numbers. Our Tripadvisor users are much more likely to use 4* ratings compared to Facebook or Google. Yelp is the only platform where we received more 4* reviews than 5* (though volumes are very low so this may not be significant). By separating the stats by platform we can see Facebook users have a high tendency towards 5* reviews, as do Google users. Tripadvisor is more balanced, and relatively Yelp tends towards lower ratings:

Ratings by platform% of users on each platform that left each rating

We try to take action and make changes on any feedback, though we see any 3* or below as a failure on our part. On the other end of the spectrum, we try and share positive review text with our team as much as possible. Don't underestimate how much a positive review can brighten someone's day! A few examples that really made us smile: 

Absolutely fantastic. Very genuinely friendly welcome, for both humans and dogs alike. The food though, fabulous. We noticed people who don't have dogs stopping for food which speaks for itself!

Great, friendly service.The best breakfast I've had in Dublin in a very long time. The homemade hash browns and beans are a must and the coffee is top notch. Couldn't recommend more highly.

Just had the yummiest Greens & Grains salad in this fabulous establishment! The staff couldn't be friendlier or more helpful..really can't recommend it enough. The dog friendly policy is lovely too if you have a mutt. Thank you Pupp!

A good review is a really easy way to create a bit of happiness, as well as supporting the businesses you like. Have a think about the great places you've visited recently or really love - maybe you can gift a little joy in just a few clicks!

For more behind-the-scenes insights on running a dog-friendly cafe, be sure to follow us on Facebook or subscribe to the Pupp newsletter at the bottom of this page. If you'd like to read more "The Pupp Story" posts you can find them here.

It probably goes without saying at this point, but if you like Pupp... Review us! Quick links: Leave a Facebook review, a Google review, a Tripadvisor review, a Yelp review, or a Zomato review. Thank you - it means a lot to us!

Posted in The Pupp Story


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Sizing Guide

Dogs come in all shapes and sizes, and we want whatever you buy to be comfortable and well fitted for your pooch. Sizing can often be confusing, with manufacturers using different standards and metrics. At Pupp we list all our sizes in cm's so you can find the perfect fit.

How to measure your dog:

Collars

Neck: Measure right around the neck, allowing enough room to slide 2 fingers in for comfort

Harnesses

Chest: Measure right around the body around the deepest part of your dog's chest, usually just behind the dog's front legs.

Neck: Measure right around the neck, allowing enough room to slide 2 fingers in for comfort

Sizing Guide By Breed:

BREED AVERAGE NECK SIZE
AIREDALE 40.6-55.9cm
AKITA 50.8-55.9cm
ALASKAN MALAMUTE 45.7-55.9cm
AUSTRALIAN SHEPHERD 40.6-55.9cm
BASSET HOUND 40.6-55.9cm
BEAGLE 30.5-45.7cm
BICHON FRISE 35.6-45.7cm
BORDER COLLIE 35.6-45.7cm
BOSTON TERRIER 30.5-45.7cm
BOXER 40.6-55.9cm
BRITTANY 35.6-40.6cm
BULL TERRIER 30.5-45.7cm
BULLDOG AMERICAN/ ENGLISH 45.7-61.0cm
BULLDOG FRENCH 30.5-40.6cm
CAIRN TERRIER 25.4-40.6cm
CHIHUAHUA 20.3-35.6cm
CHOW CHOW 45.7-61.0cm
COCKER SPANIEL 30.5-45.7cm
COLLIE 45.7-55.9cm
CORGI 35.6-40.6cm
DACHSHUND MINI 20.3-43.0cm
DACHSHUND STANDARD 40.6-50.8cm
DALMATIAN 35.6-50.8cm
DOBERMAN 45.7-55.9cm
ENGLISH SETTER 45.7-61.0cm
FOX TERRIER 25.4-40.6cm
GERMAN SHEPHERD 45.7-61.0cm
GERMAN SHORTHAIRED 50.8-61.0cm
GOLDEN RETRIEVER 40.6-61.0cm
GREAT DANE 50.8-66.0cm
GREAT PYRENEES 61.0-76.2cm
IRISH SETTER 40.6-55.9cm
JACK RUSSELL TERRIER 25.4-35.6cm
LABRADOR 45.7-61.0cm
MALTESE 25.4-35.6cm
MASTIFF 63.5-81.3cm
NEWFOUNDLAND 40.6-81.3cm
OLD ENGLISH SHEEPDOG 45.7-61.0cm
PEKINGESE 30.5-40.6cm
POMERANIAN 25.4-35.6cm
POODLE MINI 25.4-40.6cm
POODLE STANDARD 30.5-40.6cm
POODLE TOY 20.3-35.6cm
PUG 30.5-40.6cm
SCHNAUZER GIANT 50.8-66.0cm
SCHNAUZER MINI 25.4-40.6cm
SCHNAUZER STANDARD 35.6-50.8cm
SCOTTISH TERRIER 35.6-50.8cm
SHAR PEI 40.6-50.8cm
SHETLAND SHEEPDOG 30.5-45.7cm
SHIH TZU 25.4-35.6cm
SPRINGER SPANIEL 35.6-45.7cm
STAFFORDSHIRE TERRIER 35.6-50.8cm
WEIMARANER 40.6-55.9cm
WHEATEN TERRIER 45.7-55.9cm
YORKSHIRE TERRIER 15.2-30.5cm