Introducing Customer Insights 3.0

Published by:

Sai Alluri

Published date:

August 7, 2024

Smarter Surveys. Better Insights. More Customers.

Capturing Insights is hard. Existing survey solutions fail to track detailed customer experiences across all locations, making it challenging to really understand your customers.

Customer Insights 3.0 is our latest update. Now with integrated smart surveys, Momos helps collect customer feedback from everywhere, and generate insights at every location, all powered by AI.

Better Insights

Deliver the best customer experience for all of your locations with insights for every brand, location, and customer. Leverage Momos’ AI-driven insights to identify trends and top issues impacting customer experiences at each location.

With Customer Insights 3.0, you can now track item-level feedback and customer preferences, empowering you to grow customer satisfaction and retention across all your locations.

Conditional Survey Questions

You now have powerful customization options with advanced conditional logic. You can fine-tune your survey experiences by adjusting question flows based on specific conditions. Whether it’s showing additional questions based on ratings or requesting photos for quality feedback, you can tailor surveys to each customer's unique experience, ensuring the questions they receive are relevant and valuable.

Tiered Survey Questions

Dive deeper into customer satisfaction with our new Tiered Survey Questions. Go beyond surface-level feedback and uncover the "why" behind each rating with follow-up questions.

For example, if taste is the primary driver question, you can ask secondary questions about freshness, aroma, and flavor. This allows you to get detailed information and make comparisons across different locations. In Analytics, these tiered questions are then grouped under the main driver question, making it easier to understand and interpret the results.

Anonymous Survey Ratings

Improve survey completion and collect more responses by allowing customers to submit surveys anonymously. Don’t worry—you can still prompt guests to leave a Google Review after their anonymous survey submission.

Menu Item-level Feedback & Menu Item leaderboard

Surveys often don't provide deep enough insights into item-level feedback. We’ve changed this by automatically importing order details into Momos surveys — now available for OLO, Paytronix, and Toast customers.

Menu Item-level Feedback lets you ask specific survey questions about individual items a guest ordered. These responses are tracked in a Menu Item Leaderboard, allowing you to compare both sales and guest feedback on each item, making it easier to identify standout products or services

Customer Insights 3.0 is now live for our US & APAC customers. If you're an existing customer, please reach out to your Momos Account Manager to learn more about these features.

Not a Momos customer yet? Book a demo and see Customer Insights 3.0 in action.

About Momos

Momos is the leading AI-powered customer engagement platform for multi-location brands. Our Customer Service, Customer Experience, and Marketing solutions, backed by Momos Intelligence, power the entire customer lifecycle across all locations. Momos is used by over 5,000 businesses globally, with headquarters in San Diego and Singapore.