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Just Salad Saves 1000+ Hours Per Month Leveraging Momos for Customer Experience Management

Just Salad wanted to manage customer interactions across multiple channels and improve their online reputation. Momos helped the fast-casual chain achieve a 95% response rate by consolidating customer feedback into a single inbox, categorizing reviews based on sentiment, and automating workflows with AI.
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Our experience using Momos has been what I call a "breath of fresh air''. It has brought a lot of positive results to our company and has also provided a ton of data and analytics that are extremely beneficial to Just Salad.

Arielle
Director of Guest Relations
Brand Overview

Locations: 80

Momos Partner Since: 2023

Integrations: Brink, Toast

The Challenge

Just Salad faced challenges in consolidating customer feedback during its US expansion. The Guest Relations team had to individually respond to reviews on different platforms, hindering their understanding of customer experience and their ability to drive repeat visits.

The Solution

Momos consolidated Just Salad's customer interactions, categorized reviews using AI, and drafted responses to improve response rates. It also supported customer recovery tracking and provided a unified analytics dashboard, offering valuable insights for optimizing operations.

95%

response rate

99%

reduction in response time

1000+

monthly interactions consolidated

The Brand 

Just Salad is a fast-casual restaurant chain with a mission to make everyday health and sustainability possible. Founded in 2006, the brand operates over 80 locations across seven states. As a Certified B Corporation™, Just Salad is committed to reducing their environmental impact through their reusable bowl program, plant-centric menu options, and a variety of sustainably-grown ingredients.

Just Salad believes in cultivating a strong relationship with its customers throughout every interaction. The brand cultivates a friendly, welcoming atmosphere in-store, actively engages within the local communities it serves, and uses its social media  platforms to regularly communicate with customers.

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The Challenge

As Just Salad continued to invest in its US expansion, the Guest Relations team faced challenges in managing customer interactions across both first-party and third-party channels. Team members had to manually log into listing portals and respond to customer reviews individually. Beyond customer engagement, the team also wanted meaningful insights to grow their online reputation. By consolidating customer interactions, the brand could understand the nuances in customer experience across both brand and location levels. This understanding would enable them to improve their operations and encourage repeat visits.

Arielle, Director of Guest Relations, turned to Momos for an all-in-one platform to help the brand engage at scale and measure customer sentiment.

The Solution

Momos consolidated Just Salad's customer interactions into a single inbox, creating unique profiles for each customer's reviews, feedback, and complaints across all channels. Momos AI automatically categorized reviews based on customer sentiment and drafted responses to improve response rate. 

Momos also supported customer recovery tracking to help Just Salad win back customers with a negative experience. The Guest Relations team could capture customer information and send an offer directly from the Momos Inbox. When these customers redeemed an offer, Momos' automation workflow prompted them to update their original review, contributing to an improvement in the brand’s overall reputation.

Momos also provided a unified analytics dashboard to measure customer satisfaction and keyword trends across all of their customer conversations. Visibility into brand- and store-level performance gave management valuable insights into their in-store operations and a list of prioritized issues to resolve with their restaurant team. 

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The Results

Momos Customer Care consolidated over 1000 customer interactions across 80 locations, providing end-to-end visibility for the Guest Relations team to manage feedback and track guest recovery.

Just Salad also saw a 1.25x improvement in response rates from 75% to over 95% across all channels, with AI automation slashing response times from hours to mere seconds. The Guest Relations reduced their response time on reviews from over 1,200 hours to 9 hours per month, unlocking additional capacity for the team to prioritize other strategic tasks.

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