Case Study: The Saxton Group achieves higher reviews, stronger customer loyalty and 10% same-store sales growth with Birdeye

How The Saxton Group drives quality, loyalty and revenue with Experience Marketing

The Saxton Group, a multi-unit franchisee operating 80+ McAlister’s Deli locations, faced rapidly changing guest expectations and a sudden COVID-19–driven drop in sales that required real-time insight and fast operational pivots. To better understand and respond to guests, The Saxton Group implemented Birdeye’s Reviews & Ticketing platform to capture feedback across physical and digital touchpoints.

Using Birdeye, The Saxton Group increased average monthly reviews from 406 to 1,425 and raised its star rating from 4.2 to 4.3, achieved 9,000+ new reviews in 2020, a 97% review response rate, and 308% faster ticket closure — contributing to a 10% same-store sales growth after early pandemic declines. Birdeye’s review monitoring and ticket routing also enabled quick operational fixes (for example reverting a kids’ meal price change) that protected revenue, boosted loyalty, and increased foot traffic.

The Saxton Group

Amy Dickey

Director of Marketing