BirdEye for Blaze Pizza

Higher customer satisfaction drives higher same-store sales

Client since: September 2015

After this build-your-own pizza franchise leveraged BirdEye’s customer experience insights to boost ratings for all locations nationwide, they found that stores rated 4.4 stars and higher had same-store sales growth of 15% while stores below 4.0 stars had negative same-store sales.

Company Snapshot

Founded in 2011
116 Blaze Pizza restaurants
BirdEye client since 2015
www.blazepizza.com

Background

Opening a new location every 5 days, Blaze sought to deliver consistently outstanding customer experience in every store in order to retain their rapidly expanding customer base. At the same time, they wanted to maximize the power of customer feedback to acquire new customers and boost revenue.

Goals

Increase revenue for all locations

Identify key performance categories to measure across locations

Capture and measure online feedback to manage customer issues

Maintain expansion rate with consistent high ranking both nationwide and locally

Outcome

Using BirdEye Insights, within 12 months, Blaze Pizza:

Held a consistent 4.3 overall ranking with 2x more locations and 175% more reviews

Increased same-store sales with higher ratings

Received over 11,000 reviews from 19 sites

Stayed in-tune with daily customer feedback at a national and franchise level

Expanded faster than all fast-casual pizza chains

Blaze Image

THE CHALLENGE

Decipher & leverage customer feedback

On pace to open one new location every five days, Blaze had no way to accurately measure and address the increasingly overwhelming volume of online customer feedback received across a breadth of social channels. They needed to thoroughly understand daily consumer sentiment in real-time to keep up with an ever-expanding customer base. Their goal was to acquire more customers, which meant not only maintaining high ratings on third-party sites, but also ensuring every location delivered equally outstanding experiences.

Social Mentions

Various channels Blaze Pizza looked to monitor in real-time:

NPS

Social Media

Review Sites

Mystery Shopping

THE SOLUTION

Engage locally with in-moment feedback

With the BirdEye platform, Blaze began aggressively comparing locations, focusing on performance by category. They assigned specific keywords to monitor for each category, highlighting customer issues of top concern. This way, Blaze was able to track specific success metrics amidst the massive flow of feedback and respond accordingly.

Quick Review Responses

BirdEye sent daily reports of feedback from social media and review sites to both corporate and management, and also converted the unstructured data into a Net Promoter Score for an actionable performance summary.

THE RESULT

Stable growth & customer happiness

Currently their average rating is 4.3 stars across 116 locations, based on 17,359 reviews from 19 sites. Blaze Pizza has substantially more reviews than competitors despite being a much younger company, and has maintained a consistently high Net Promoter Score.

Reputation Summary

Blaze Pizza’s primary competitor has always been itself. They continue to use BirdEye to listen daily to feedback, honing in on locations and striving for excellence in all categories.

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