Guzman y Gomez achieves 96% CSAT scores and enhances customer experience

Momos Partner: Since 2022

Locations: 19

Integrations: Google

Guzman y Gomez (GYG) brings authentic Mexican cuisine to life with exceptional service across its 19 locations in Singapore. In their journey to improve their online presence and enhance customer satisfaction, GYG partnered with Momos to automate customer interactions, recover unhappy customers, and improve operational excellence.

480+

Hours Saved

>96%

CSAT Score

>4.8

Average
Google Rating

"Momos has completely changed the way we handle customer interactions. From consolidating all feedback to enabling us to analyze and act on it effectively. The time we’ve saved and the efficiencies we’ve gained are unparalleled, and we’re now in a position to elevate our customer experience continuously."

The Challenge

Despite Guzman y Gomez’s commitment to delivering top-notch customer experiences, they faced several challenges that impacted their online reputation and customer engagement.

Fragmented Feedback: Feedback came from multiple sources, requiring significant manual effort to consolidate over 500 reviews weekly.
Managing Negative Feedback: Surveys primarily attracted negative feedback, with no automation to proactively address and recover dissatisfied customers.
Lack of Actionable Insights: Disconnected feedback channels reduced accuracy and timeliness for actionable insights.
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Small Team, Big Workload: With a small marketing team handling the bulk of feedback, GYG required customized automation to reduce the workload and maintain a zero-inbox policy.
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To enhance customer engagement, Guzman y Gomez needed a solution that could streamline feedback processes, provide insights at a location level, and increase efficiency within the team.
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The Solution

GYG adopted Momos’ robust Reputation Management and Customer Experience solutions to streamline feedback management and improve operational efficiency across all locations.

Automating Customer Interactions
‍By consolidating all forms of feedback, including reviews, messages, comments, surveys, and web inquiries, into a single platform, GYG achieved full visibility of customer feedback. AI-driven responses eliminated manual tasks and maintained a zero-inbox policy by assigning issues in real time allowing their lean marketing team to address concerns swiftly.

Recovering Every Unhappy Customer
‍With Momos’ consolidated inbox, GYG’s team surfaced negative issues quickly and addressed them faster. AI automation provided brand-aligned suggestions for the team to use as a quick response, making the recovery process efficient. The GYG team also sent offers to recover customers and increase customer satisfaction.‍

Improving Operational Excellence
‍GYG captured and analyzed feedback at every location through the strategic use of surveys. A unified dashboard powered data-driven decisions and operational refinements, continuously enhancing service quality and overall customer satisfaction.

The Outcomes

Momos delivered transformative results for Guzman y Gomez, enabling the team to achieve operational excellence and enhance customer engagement:

Achieved KPIs:

481 hours saved: Streamlined feedback management with automation reduced inefficiencies of manual consolidation and responding. on Google‍
100% response rate achieved: Consolidation of reviews paired with automation and AI responses enabled the team to clear their inbox daily, increasing productivity and efficiency as a team while keeping customers happy! ‍
3x more reviews: Efficient changes to GYG’s feedback management, enabled more time for the team to send customized surveys to customers, increasing their online reviews from ~300 to over 1,400. This further promoted a 10-point boost in Google ratings, raising their score to a 4.8-star average across all locations.

With Momos, the GYG team also leveraged customized workflows and real-time alerts to ensure prompt resolutions, successfully converting unhappy customers into repeat customers.