Case Study: Wilson Group boosts restaurant reviews and return patrons with Sinch MessageMedia SMS feedback

SMS feedback survey delivers 33% ROI and regular patrons for restaurant group

The Wilson Group, a restaurant group operating The Chambers and Ollie's Italian in Cairns, faced significant challenges after reopening from COVID-19 lockdowns. With a loss of international tourism, they needed to attract domestic customers and improve their online reputation but found existing feedback methods ineffective. They partnered with vendor Sinch MessageMedia to implement a new solution.

Sinch MessageMedia provided an SMS feedback system that automatically sent surveys to patrons after their visit. The process filtered responses, directing happy customers to leave public reviews and allowing the team to personally follow up on negative feedback to resolve issues. This solution, implemented by Sinch MessageMedia, increased 5-star reviews, drove a 33% ROI for Ollie's, and turned a significant portion of patrons into regular weekly or monthly visitors.

Wilson Group

Leith Wilson

Operations Manager