Case Study: Boston Pizza improves guest experiences and boosts response rates with ICUC

Boston Pizza boosts response rate from 3% to 99% with ICUC

Boston Pizza, Canada's leading casual dining brand, faced significant challenges in providing a consistent online guest experience across its 375+ decentralized franchises. This issue was exacerbated by the COVID-19 pandemic, which disrupted customer journeys and revealed inconsistent communication touchpoints and brand voices. To navigate these obstacles, Boston Pizza partnered with the vendor ICUC for their community management and customer engagement services.

ICUC implemented a 24/7 community management solution that included review management, social listening technology, and customized response strategies. This service provided unified, fast customer engagement and daily insights reporting. The results were transformative: Boston Pizza's response rate improved from 3% to 99%, their average response time was reduced by up to two business days, and their overall customer review rating rose from 3.3 to 4 out of 5.

Boston Pizza