Technology
Mooyah taps Ovation for customer feedback
May 29, 2024
Texas-based Mooyah Burgers, Fries & Shakes has seen sizzling hot reviews since implementing Ovation as its guest feedback program. The reputation management platform has helped the brand achieve a year-to-date systemwide Google rating of 4.6 stars, since implementation six months ago.
"Our team and franchisees have quickly dubbed Ovation as the 'single greatest tool we've introduced to the Mooyah family,'" Doug Willmarth, president of Mooyah Burgers, Fries & Shakes, said in a company press release. "Less than two months after implementation our ratings have grown immensely while also allowing us to spend less time resolving issues and more time on serving our guests the best burgers in America."
The platform allows operators to address positive and negative guest experiences quickly and efficiently. After ordering online or scanning a QR code in-store, guests are sent a text or directed to the platform where they are asked two simple survey questions about their most recent visit using a scale of five emojis. Those who indicate a positive experience are directed to a second question where guests are prompted to leave a Google review and all guests are encouraged to download the Mooyah Rewards App.
Guests with negative responses are prompted to share more details on their experience, which allows Mooyah operators to respond in real time with the help of AI technologies to resolve issues immediately. Operators can then offer make-good options equivalent to the negative experience, redeemable in-restaurant or online, to ensure a second chance visit for nearly 3,500 guests so far.
Additionally, the manager can address any issues with the store's team on the same day, while the visit is still fresh on their minds. The brand is also able to track multiple categories and factors from the guest responses to address repeat issues and other areas of opportunity. With a desktop portal that summarizes the feedback for Mooyah and its locations in a way that's easily digestible for the restaurant teams, Ovation data provides quick actions that leaders can take to make immediate operational improvements, said Ovation CEO Zack Oates.
"It has been incredible to launch this effort with Doug and the Mooyah team, "he said in the release. "As someone who once worked in the restaurant industry, I understand the challenges of managing guest engagement. It's so great to hear that the tool that we've created is making a difference for both Mooyah's guests and restaurant teams."
Included In This Story
Ovation
How Great Restaurants Get Better - Guest Experience Management Platform
Ovation is a guest experience platform for multi-unit restaurants that starts with a 2-question survey to drive revenue, streamline guest recovery, and easily improve operations. Thousands of restaurants, including leading brands like Dave's Hot Chicken, use Ovation to get more feedback, recover guests in real-time, and improve.
Related Media
Subscribe
Get the latest news and resources from Fast Casual.
