See how A&W captures 25% increase in 5-star reviews on Google in six months
See how A&W partnered with Chatmeter to boost its online reputation and create greater trust and loyalty to strategically grow its brand and improve its overall customer experience.
“We have been using Chatmeter at a higher level. Whenever a franchisee wants to open a new location we look at Chatmeter reviews, participation on the platform, and whether the store managers are trained on Chatmeter. This is part of our scorecard that determines whether they can open a new location.”
— A&W spokesperson
About A&W
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 revenues 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.
Challenge
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.
To do so, they set three key goals:
1. Claim all listings to improve “near me” search accuracy
2. Increase online visibility and search rankings with optimized local SEO strategies
3. Glean customer insight and boost loyalty by responding to reviews as consistently and quickly as possible 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.
Solution
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, now Alchemer.
A&W realized that investing in a high-quality and efficient local SEO and review management solution would help them better understand the online and offline customer experience at their franchised locations. They could also easily claim, clean, and optimize local business listings to ensure consistency and accuracy across all their locations.
Key Outcomes
After just four months with Chatmeter, A&W saw significant results.
increase in five-star reviews on Google
increase in listings accuracy
increase in review response rate
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