Client Story

Goodcents Subs Sees Overall Review Volume Increase by 136% by Gamifying Review Management for Franchise Owners

Situation

Goodcents Subs was looking for ways to engage with its franchisees and motivate them to participate in marketing activities that would influence the brand's local search rankings, ultimately boosting each store's bottom line. Like most franchised organizations, Goodcents struggled with incentivizing franchisees to respond to reviews and manage their review score – two factors that impact how they appear in proximity searches.

MomentFeed helps in keeping our digital representations accurate and our social team sane.

Sr. Digital Strategy ManagerGoodcents Subs

Solution

By adopting MomentFeed, Goodcents' gave franchisees an easy way to monitor and respond to customers across networks like Google and Facebook in
one simple-to-use interface. Both franchisees and corporate team members leveraged the response library for a consistent brand voice and were able to monitor their reporting metrics – like average score trends, response time, percent responded to, and more. In order to keep franchisees accountable for engaging with customers via online reviews, the corporate team measured each location’s average review score for the previous 90-day period in MomentFeed and assigned it an overall health score for the restaurant store owner.

136%

Increase in review volume

11%

Improvement in Response Rate

52%

Improvement in Response Time

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