Case Study: Buzz Burgers boosts customer feedback and staff motivation with Ombea

Buzz Burgers - Customer Case Study

Buzz Burgers wanted to move from being customer-centric to customer-obsessed, but its old voice-of-the-customer approach was failing. Email surveys sent to newsletter subscribers had very low response rates, arrived too late to be useful, and mostly captured complaints rather than balanced feedback, leaving the team without reliable data to guide decisions. Ombea helped them rethink the program using feedback terminals and other customer feedback tools.

With Ombea, Buzz Burgers rolled out continuous feedback through ExpressPods for cleanliness, QR code surveys on packaging for food satisfaction, link surveys for home deliveries, and the Ombea Insights dashboard for real-time monitoring. Ombea’s solution lifted response rates from 1.78% of newsletter subscribers to 24% of total footfall giving feedback each day, created a continuous feedback loop, and surfaced positive comments that boosted staff morale. The team also gained clear KPIs, including NPS® and the Insights index, to support strategic decision making.

Buzz Burgers