Case Study: Burger Joints Quick-service Restaurant Chain boosts guest satisfaction with InMoment

Burger Joints Quick-service Restaurant Chain boosts OSAT 34% with InMoment

Burger Joints, a family-owned quick-service restaurant chain, was facing stalled growth and a mixed reception to its marketing. Its existing guest experience assessment model was no longer effective, lacking leadership enthusiasm and providing plateaued insights. The chain partnered with InMoment to revitalize its voice of the customer (VoC) program and gain a holistic view of location performance by integrating operational audit data with direct guest feedback.

InMoment developed a seamless integration process that combined over 50,000 monthly customer feedback pieces with operational assessment data. This allowed InMoment's platform to automatically generate two prescriptive improvement priorities for each location. As a result, the restaurant saw significant increases in all key metrics within eight months, including a 34% rise in overall satisfaction. This data-driven approach contributed to 25 consecutive quarters of U.S. same-store sales growth and a 3.8% increase in annual revenue.