“A brand is just a collection of guest experiences.”
– Zoës Kitchen
This statement, made by our client Zoës Kitchen, is completely spot on. GatherUp started working with Zoës Kitchen, a 260 location fast casual restaurant serving a Mediterranean menu, in 2017. They came to us from another customer experience solution that wasn’t providing enough customer feedback or online reviews. It also fell short on the timing needed to produce results and correct poor experiences.
GatherUp worked quickly to streamline feedback and review requests, improve the ease with which customers can contact Zoës Kitchen, and to deliver custom reporting that tracks process at a location and regional level.
With GatherUp, Zoës Kitchen was able to:
- Integrate online ordering and mobile app to automatically send review requests after a digital order
- Integrate our Customer Feedback Locator into their website
- Use Auto-Tagging to group customer feedback into themes
- Receive customized reporting to allow management to take action and measure results
Increasing Google Reviews 287% & Capturing 30,000 Pieces Of Feedback Per Month
The results are outstanding. In the 18 months since we started working with Zoës Kitchen, we helped more than double their Google reviews. What the brand had accumulated in over 8 years of being in business was increased by 287% in just 1.5 years by using GatherUp.
Overall online reviews to the restaurant review sites they focused on doubled as well, topping over 75,000 reviews in total on Google, Trip Advisor, Open Table, Facebook, and Zomato. Most importantly, Zoës Kitchen was hearing about the experiences of over 30,000 customers EVERY month. This wave of data gave them incredible insight to their guest’s experiences.
Download The Case Study
Here is the full case study for GatherUp and Zoës Kitchen.