Case Study: Boston Pizza achieves a 99% response rate and improved guest experience with ICUC

How Boston Pizza Improved Guest Experiences beyond the Dining Room during a Global Pandemic

Boston Pizza, Canada’s #1 casual dining brand with 375+ franchise locations, faced a fractured online guest experience that was amplified by the COVID-19 pandemic and decentralized customer touchpoints. To address inconsistent responses, slow reply times, and limited social-media expertise, Boston Pizza partnered with ICUC for 24/7 community management, review management, social listening technology, and hands-on coaching.

ICUC implemented a scalable, always-on community management program with side-by-side onboarding, unified response templates and SLAs, and daily sentiment reporting to triage issues and manage crises. The partnership drove measurable impact: response rate rose from 3% to 99%, average review rating improved from 3.3 to 4.0, response times were reduced by up to two business days, and ICUC managed tens of thousands of reviews while restoring a consistent brand voice.

Boston Pizza

Cory Goddard

Senior Director, Operation Systems & Training