How Superorder Helped Tasty Restaurant Group Win Back 21% of Unhappy Customers
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Background
Tasty Restaurant Group (TRG) currently owns and operates over 400 locations of six globally recognized brands of Pizza Hut, Burger King, Dunkin’, Baskin-Robbins, KFC, and Taco Bell across 21 states, serving over 30 million orders per year.
As Tasty expanded its multi-brand operations, the sheer volume of guest feedback—scattered across multiple platforms—made it increasingly challenging to consistently address negative experiences. TRG turned to Superorder for a more integrated approach, leveraging its advanced review management feature to lay the foundation for a more cohesive and responsive customer feedback system.
Problem
Before adopting Superorder, TRG encountered significant challenges:
1. Unmanageable Review Volume:
- They received over 10,000 reviews per month from hundreds of locations.
- If they were to personalize responses to each review, this would take 9,000 hours per week.
2. Missed Customer Recovery Opportunities:
- Approximately 2,000 low reviews per month went unanswered.
- This gap resulted in an estimated loss of 420 customers per month, based on a 21% recovery rate.
Solution
Superorder revolutionized TRG’s review process by aggregating all customer feedback into a single, intuitive dashboard. The platform utilizes AI-driven personalized responses to address concerns instantly and sends targeted automated promotional offers to dissatisfied customers.
This shift from manual handling to a fully automated system now enables TRG to auto-respond to 100% (over 11,000 reviews monthly), ensuring every customer interaction is timely, consistent, and engaging.
Results
