Wanting to invest in a high-quality and efficient local SEO and review management solution, A&W partnered with Chatmeter to help them better understand the online and offline customer experience at their franchised locations. Dig into how our solutions support their strategy.
As one of America’s iconic fast-food chains, A&W Restaurants has a long and storied past. Launched in 1919 with a California roadside root beer stand, the business became famous for serving up frosty mugs of foamy root beer. Now, over a century after serving their first mug, A&W boasts hundreds of locations across the U.S. and Canada and a revenue of over $330 million.
Today, A&W Restaurants has its feet firmly planted in the present when it comes to the keen business decisions required to grow. With so many locations to manage, the company is laser-focused on elevating the customer experience and applying insights from consumer data to drive business strategy
In A&W’s highly competitive industry where searches for “food open now” have increased 210% over the past year, the company consistently lost out to competitors by not appearing in online search results. A&W set out to take control of their local business listings and better understand the customer experience. To do so, they set three key goals:
A&W knew they needed to understand consumer sentiment to inform and validate their business decisions. They also wanted to become a more data-driven organization at every level of the company seeking actionable recommendations that would have a positive impact across all their locations.
In search of an effective solution and—possibly, more importantly—a partner who could help them drive more foot traffic to their stores, A&W turned to Chatmeter.
After just four months with Chatmeter, A&W saw significant results:
A&W was thrilled to see their five-star reviews on Google increase by 25% and their listing accuracy by 36%. Their review response rates also went up by 34%.
In partnership with Chatmeter, A&W successfully surfaced unseen customer experiences across the enterprise. Along with award-winning support and industry-leading solutions, A&W can now make better informed strategic decisions and new opportunities to strengthen its brand both at a location and organizational level.
A&W spokesperson
