Case Study · Data-Driven Customer Experience
How The Alchemist Uses Kemb to Improve Data-Driven Customer Experiences
Thousands of customer reviews, an AI-powered dashboard, measurable results: Here’s how The Alchemist turned unstructured feedback into a strategic competitive advantage.
90%
Consumers read reviews before making a purchase
The Power of Reviews in the Restaurant Industry
Consumers read reviews before making a decision (Forbes). For a rapidly growing bar brand like The Alchemist, reviews are more than just feedback—they directly influence foot traffic, revenue, and brand perception.
For companies with multiple locations, the biggest challenge is systematically evaluating customer feedback and turning it into a competitive advantage.
About the Customer
The Alchemist
As one of the UK’s best-known bar brands, The Alchemist is redefining cocktail culture with creativity and theatrical presentation, operating more than 20 venues across the UK as well as one location in Berlin.
Success depends heavily on how guests perceive the food, service, atmosphere, and brand appeal as a whole; therefore, reviews directly influence the brand’s reputation and growth.
Reviews have a measurable impact
5–9%
Revenue Increase Per Additional Star Rating (Harvard Business School)
19%
More occupied tables during peak hours with better reviews (EHL)
94%
Guests read reviews before making a decision (ReviewTrackers)
0–10
Automated sentiment score for each review, powered by Snowflake Cortex
Project Requirements
The Challenge: From Data Overload to Clarity
The Alchemist has garnered thousands of reviews across multiple platforms, countries, and locations.
- Data volume: Hundreds of new reviews every month create overwhelming complexity.
- Unstructured feedback: Comments are difficult to compare and provide few actionable insights.
- Hidden Signals: Important trends get lost in the noise and go undetected.
- Manual effort: Weeks are spent reading and analyzing reviews.
- No benchmarks: Performance cannot be measured across locations or competitors.
Our Strategic Approach
AI + Data Intelligence
01 Analysis
Automated Sentiment Analysis
Snowflake Cortex converts each review into a sentiment score (0–10), turning free-form text into measurable, comparable KPIs.
02 Structure
Categorization
Cortex organizes feedback into categories such as staff, food, drinks, atmosphere, and value for money, optimized for the hospitality industry.
03 Context
Entity Extraction for More Details
The Snowflake Arctic AI Model enriches reviews with mentions of products and events, making feedback more specific and context-rich.
04 Plot
AI Summaries & Highlights
Managers receive the most important information in minutes rather than hours, including the biggest motivators and areas for improvement.
Project Results
From Chaos to Control
With the Customer Pulse Dashboard, The Alchemist has laid the foundation for data-driven customer experience management.
Transparency Instead of Blind Spots
Thousands of voices are translated into a common language that all teams can understand.
Focus Instead of Distraction
Managers immediately see the three most important motivators and the three biggest obstacles.
Benchmarking as a Lever
A clear overview of where the brand is a leader and where action is needed.
Feasibility
Training sessions, processes, or menu changes can be prioritized based on their impact.
A Strategic Starting Point
Not the end, but the beginning of a roadmap toward measurable, continuous improvement.
Visual Impressions
The Customer Pulse Dashboard
Use Your Customers’ Feedback as a Compass for Growth
Contact Kemb and discover how the Customer Pulse Dashboard can take your customer experience to the next level.