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India Retail Brand Reputation Index 2026: Google Maps Ratings by City from Store Review Data Scraping
India Retail Brand Reputation Index 2026 Google Maps Ratings By City From Store
Executive summary
India's organised retail has expanded from metros into hundreds of towns, and shoppers increasingly check Google Maps before visiting a store. A store's rating, its review count and the tone of recent reviews now shape footfall as much as signage does. Yet most brands still look at reviews one store at a time.

This report uses Store Review Data Scraping across Google Maps to build an India Retail Brand Reputation Index. It compares store ratings, review volume, complaint themes and owner response rates across eight retail sectors and ten cities, based on an illustrative sample of 12,000 stores and 1.8 million public reviews.

Key illustrative findings:

The national median store rating is 4.1, but the gap between the best and worst sectors is 0.6 stars.
Pharmacies and beauty stores rate highest; electronics service and large-format grocery rate lowest.
Tier-2 cities rate slightly ...
... higher than metros for the same brands, with fewer complaints about crowding.
Billing queues and staff behaviour are the top two complaint themes nationally.
Only 23% of negative reviews receive an owner response, and stores that respond show faster rating recovery.
Why store reviews deserve an index
Brand-level surveys run once or twice a year. Store reviews arrive every day, from real customers, at every location. Aggregated, they show:

Which stores, cities and regions are improving or slipping.
Which operational issues matter most to customers.
How a brand compares with competitors in the same street or mall.
Whether management responses are working.
An index makes these signals comparable over time and across sectors.

Methodology
Sectors and stores

The illustrative sample covers eight sectors, with multiple national and regional brands in each:

Sector Example store types
Fashion and apparel Value fashion, premium fashion, footwear
Electronics retail Large-format electronics, mobile stores
Supermarkets and hypermarkets Large-format grocery, neighbourhood supermarkets
Pharmacies Chain pharmacies
Beauty and personal care Beauty retail chains
QSR and cafés Burger, pizza and coffee chains
Home and furniture Furniture and home decor stores
Electronics service centres Brand-authorised service centres
Cities

Ten cities were included: Mumbai, Delhi NCR, Bengaluru, Hyderabad, Chennai, Kolkata, Pune, Ahmedabad, Jaipur and Lucknow.

Data collection

Store review data scraping collected, for each store's Google Maps listing:

Overall rating and total review count.
Rating distribution from one to five stars.
Public reviews from the last 12 months: star rating, text, date, language and whether the owner responded.
Reviewer identities were not collected.

Theme classification

Each review was classified by an AI model into one or more themes: billing speed, staff behaviour, product availability, pricing, cleanliness, store ambience, returns and exchange, parking and access, service turnaround (for service centres) and food quality (for QSR).

Index construction

The Reputation Index for each sector or city combines four components, each scaled to 0 to 100:

Component Weight Measure
Rating level 40% Median store rating
Rating momentum 20% Change in average rating of reviews over the last 90 days vs the previous 90 days
Complaint share 25% Share of reviews with negative sentiment (inverted)
Response rate 15% Share of negative reviews with an owner response
Key findings
1. Sector ranking

Sector Median rating Negative review share Owner response rate Reputation Index
Pharmacies 4.4 9% 31% 78
Beauty and personal care 4.3 11% 36% 76
QSR and cafés 4.2 15% 28% 69
Home and furniture 4.2 14% 22% 67
Fashion and apparel 4.1 16% 24% 64
Supermarkets and hypermarkets 4.0 19% 18% 58
Electronics retail 4.0 18% 20% 58
Electronics service centres 3.8 31% 14% 41
Service centres score lowest by a wide margin. Their reviews are dominated by turnaround time and communication complaints, and response rates are low.

2. City ranking

City Median rating Reviews per store (12 months) Top complaint theme Reputation Index
Jaipur 4.3 140 Parking and access 72
Lucknow 4.2 120 Billing speed 70
Ahmedabad 4.2 135 Product availability 69
Pune 4.2 160 Billing speed 67
Hyderabad 4.2 175 Parking and access 67
Chennai 4.1 150 Staff behaviour 64
Kolkata 4.1 130 Product availability 63
Bengaluru 4.1 210 Billing speed 62
Mumbai 4.0 230 Crowding and billing 59
Delhi NCR 4.0 240 Staff behaviour 58
Metros generate more reviews per store but slightly lower ratings, mainly because of crowding and billing queues at peak times. Tier-2 cities rate higher, though complaints about parking and product availability are more common.