From Feedback to Action: How Superorder’s Surveys and Review Management Transformed MPZ Holdings
Background
MPZ Holdings, led by CEO Kal Gullapalli, has driven remarkable growth as the second-largest franchisee of Marco’s Pizza. Currently managing 54 locations across South Carolina, Georgia, Tennessee, and Florida, Kal has more than tripled his portfolio in just two years.
With the brand’s rapidly expanding footprint, managing store operations and delivering consistent customer experience across all locations became increasingly challenging—until Superorder came to play.
Problem
Before adopting Superorder’s integrated Survey and Review Management features, MPZ Holdings faced critical challenges in leveraging customer feedback due to:
- 3.5-star average Google rating
- Overwhelming Review Volume: Thousands of online reviews spread across multiple platforms made it difficult to track, respond to, and extract actionable insights efficiently.
- Lost Insights: Valuable customer feedback was often buried within the multitude of reviews, delaying critical operational enhancements and customer experience improvements.
Solution
After recognizing the need to manage dispersed customer feedback, Kal partnered with Superorder, integrating two key solutions:
Superorder’s two-step, text-based survey efficiently categorized positive and negative customer experiences. Positive experiences were automatically directed to public rating platforms, while negative feedback was rerouted to an internal feedback form for immediate review.
Within just two weeks implementation, over 940 surveys were completed, yielding an average rating of 4.65 stars.
Superorder’s platform aggregated the thousands of reviews from Google, DoorDash, Uber Eats, and Grubhub into a single dashboard, simplifying monitoring and enabling instantaneous identification of issues.
Kal was able to use AI-generated templates to auto-respond to over 3,000 reviews per month with personalized messages, facilitating rapid operational adjustments to keep their customers happy.
As an operator of 50+ Marco’s Pizza locations, we needed a solution to efficiently manage our online business at scale. Our partnership with Superorder has been transformative. They’ve reduced store downtime by 80% and automated responses to thousands of customer reviews per month - saving our team countless hours. Their team is easy to work with, and I highly recommend them to anyone in the restaurant industry.
As an operator of 50+ Marco’s Pizza locations, we needed a solution to efficiently manage our online business at scale. Our partnership with Superorder has been transformative.
Results
