Case Study: Lee’s Famous Recipe Chicken improves customer feedback management and reputation with SOCi Surveys

Lee’s Famous Recipe Chicken boosts positive reviews 10% with SOCi

Lee's Famous Recipe Chicken, an iconic restaurant brand with over 100 franchisees, faced a challenge in managing customer feedback and reputation. Their manual, email-based system for handling surveys was time-consuming and ineffective, leaving them without a way to properly measure customer sentiment. To address this, they partnered with vendor SOCi to implement SOCi Surveys, Social Reviews, and Listings.

The SOCi solution streamlined the feedback process into a centralized platform, providing a one-stop shop for franchisees to view and respond to customer comments. This led to a significant increase in customer communication and engagement. The results included a 10% increase in positive reviews and a 50% decrease in negative Facebook reviews quarter over quarter. In one 30-day period, SOCi helped Lee's capture 296 inbound web surveys across 127 locations.

Lee’s Famous Recipe Chicken