How Superorder Helped Sbarro Receive 7.8x More Google Reviews
Background
Since 1956, Sbarro has been bringing Italian and American flavors together to customers worldwide. What started as a small, family-run shop in Brooklyn, NY, serving fresh pizza slices to local office workers, has grown into a globally recognized brand with over 630 locations across 28 countries.
As Sbarro continued expanding both domestically and internationally, maintaining strong customer relationships and engagement across all locations became a growing challenge. Disconnected operations and inconsistent customer feedback management led to declining online ratings and missed opportunities for improvement. Recognizing the need for a streamlined solution, Sbarro partnered with Superorder—and the transformation was remarkable.
Problem
Sbarro struggled to efficiently address customer dissatisfaction, resulting in declining ratings and negative brand perception. They needed a solution that would enable them to quickly connect with unhappy customers, resolve issues proactively, and rebuild their online reputation.
Solution
Superorder’s AI-powered platform provided Sbarro with a centralized system to manage customer feedback and improve online engagement through key features:
A simple, two-step, text-based post-order survey was introduced, making it easier for customers to rate their experience on a 1-5 scale.
This seamless approach resulted in a 17% survey completion rate—of which 40% went on to publicly leave 5-star Google reviews.
Superorder consolidated all customer feedback in one place, allowing Sbarro to efficiently track and analyze reviews.
AI-generated personalized responses helped address customer concerns quickly, while automated promotional offers were sent to dissatisfied customers, turning negative experiences into positive ones. What would have taken hundreds of hours per month to manually respond to reviews across 630 locations now became fully automated.
Results
Sbarro Received Over 4 Months' Worth of
Reviews in Just 4 Weeks ([[7.8x] fresh-green-inline] More Reviews)
And Grew 5-Star Reviews by [[181%] fresh-green-inline]
While Reducing 1-Star Reviews by [[86%] fresh-green-inline]
[[76%] fresh-green-inline] of New Reviews are 5-Star Ratings (Prev. 27%)
With Superorder, Sbarro was able to turn customer feedback into actionable improvements, leading to a surge in positive reviews and higher overall ratings. By streamlining their review management process, they not only recovered dissatisfied customers but also built a stronger, more engaged customer base across all locations.
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