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

Lee’s Famous Recipe Chicken Proactively Manages Reputation With Surveys

Lee’s Famous Recipe Chicken, a fast-food chicken brand with more than one hundred franchisees, needed a better way to manage customer feedback and keep communication consistent across its corporate team and operators. Its manual website form and email-based process made it difficult to review or measure survey results and sentiment, and it took too much time to route feedback to the right people.

Lee’s Famous Recipe Chicken partnered with SOCi and used SOCi Surveys, Social Reviews, and Listings to centralize feedback and make responses easier for franchisees and restaurant operators. The company reported a 10% increase in positive reviews across all networks quarter over quarter, a 50% decrease in negative reviews on Facebook quarter over quarter, and 296 inbound web surveys in a 30-day period across 127 locations.

Lee’s Famous Recipe Chicken

Dan Sokolik

VP of Marketing