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Island Wing Co. Used Momos To Boost Customer Ratings By 35%

The brand consolidated all of its customer interactions to measure and improve its overall staff performance. Visibility across the entire customer lifecycle helped them achieve double-digit growth in Google Ratings as well as repeat visits.
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Hazim
Head of Customer Service, Success, & Experience
Brand Overview

Locations: 10

Momos Partner Since: October 2022

Integrations: Toast

The Challenge

Island Wing Co. wanted to enhance its customer understanding and streamline operations by implementing an automated system to capture and consolidate customer insights. It became a growing pain for the restaurant chain to manually track customer satisfaction and staff service ratings across locations.

The Outcome

Momos consolidated thousands of feedback points into a unified dashboard, empowering management with real-time insights and trends across their brand and specific locations. Automated feedback collection and insights across the customer lifecycle enabled Island Wing Co. to make data-driven decisions to recognize top performers, address customer concerns, and consistently improve customer satisfaction.

15%

increase in repeat visits

2x

increase in Google review velocity

35%

boost in Google ratings

The Brand 

Established in 2012, The Island Wing Co. restaurant chain has been a national headliner for its baked wings (never fried!) craft beers on tap, burgers, and live music. A crowd-puller, it boasts multiple locations in the South US.

But in 2023, as it continued to expand, the chain started facing multiple challenges in effectively gathering customer feedback and analyzing customer data across its online and offline platforms. The data volume made it difficult to manually aggregate feedback, while management needed real-time visibility to track brand-level performance.

Linda Menke, the brand’s Director of Marketing, decided to get Momos on board to start effectively capturing and consolidating customer insights, tracking staff performance, and increasing online reviews. 

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The Challenge

The primary goal was to establish an automated system that shortened the feedback loop and identified new opportunities to drive repeat visits.

The restaurant chain also wanted to simplify the tracking of customer satisfaction and staff service quality across multiple locations. Manual consolidation had become a time-consuming task as the business continued to reach, and they wanted an efficient solution that would save time and provide real-time assessment of staff performance.

The Solution

Momos consolidated Island Wing's customer conversations into a single inbox, building unique customer profiles for individual reviews, feedback, and complaints across all channels. This unlocked powerful automation to improve the chain's operational efficiency. As an example, Momos AI would automatically categorize reviews based on customer sentiment and draft a response to improve the chain's reply rate.

Momos also offered unified analytics dashboards to track customer satisfaction and service ratings. Visibility across brand- and store-level performance empowered management with valuable insights into their workforce to recognize top performers, resolve customer concerns, and identify areas for improvement.

Momos addressed Island Wing's challenges and became integral to its commitment to customer-centric operations.

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The Results

With the new customer profiles it acquired, Island Wing Co. was able to improve the success metrics of its marketing strategy by building personalized campaigns and promotions. 

The brand leveraged the Momos platform to create user-friendly surveys to measure guest satisfaction after every brand interaction, rewarding customers with specific promotions upon completion. The brand witnessed a notable 15% increase in the repeat visit rate among customers who engaged with their surveys.

The brand also saw a boost in its online reputation with a 2x surge in Google review velocity within just three months. A shorter feedback loop improved the chain’s search visibility, ultimately driving more traffic to their website and increasing footfall to physical locations.

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