Caribou Coffee Achieves 61% More Reviews—And Boosts Revenue Across 57 Locations in the GCC
- Momos Partner: Since 2024
- Locations: 57
- Integrations: Google
94%
4.8 Star
+61%
“Momos automation has definitely cut back my work by about 40%. It’s given me time to focus on areas for growth.”
— Ebrahim Alhajiri
Key Results with Momos
Achieved and measured 94% CSAT across all of their stores
100% customer engagement rate, with every customer being instantly replied to
450x faster replies (from 19 days to 1 hour) for instant issue resolution
+61% more Google reviews and customer feedback = improving local SEO and brand trust
Real-time insights by location, increasing customer satisfaction at every store
40% less time spent on manual admin, improving operational efficiency across all locations
More reviews. Faster resolution. Higher ratings. And more revenue at every location.
FoodVest Group is a leading F&B group in the GCC, operating international brands like Caribou Coffee, Fuddruckers, Francescos Pizza, and Marble Slab Creamery. With 41 Caribou Coffee locations across Bahrain 🇧🇭 and Saudi Arabia 🇸🇦, and a total of 57 locations under the Momos platform, FoodVest needed a smarter way to manage customer experience at scale.
Since adopting Momos, Caribou Coffee has transformed its approach to customer experience, measuring CSAT and driving more revenue and repeat visits at every store.
The Challenge
As Caribou Coffee’s footprint grew, so did the complexity of managing customer engagement, CSAT, and reputation. Reviews were fragmented across dozens of channels, and daily workflows became slow, manual, and error-prone.
“The volume of reviews was high, and it was easy to miss one or two. Eventually, a huge backlog built up.”
— Ebrahim Alhajiri, Marketing Executive, FoodVest Holdings
Inconsistent engagement resulted in missed opportunities to recover customers, leading to a decline in CSAT and search rankings, which directly impacted store-level revenue.
The team knew they couldn’t keep up with traditional tools. They needed a platform that could scale customer experience and drive repeat visits, store by store.
The Turning Point: From Reviews to Revenue
Partnering with Momos gave Caribou Coffee one platform to automate reputation management, gain real-time visibility into how each location was performing, and reduce incidents everywhere.
“Momos automation has definitely cut back my work by about 40%. It’s given me time to focus on areas for growth.”
— Ebrahim Alhajiri
Every touchpoint became a chance to boost loyalty, repeat visits, and store-level revenue.
Key growth drivers included:
Centralized review management across 57 locations
24/7 Customer Engagement that preserved brand voice and speed
QR-code campaigns on receipts and tables to increase positive reviews
Customer recovery that resolved issues before they escalated
Incident reduction from survey feedback loops that informed location-level improvements
Why It Works: Better Feedback = Higher Revenue
Caribou Coffee didn’t just want more reviews—they wanted better outcomes. With Momos, they built a feedback loop that drives revenue at each store.
- High CSAT increased repeat visits
- Review automation ensured nothing fell through the cracks
- Survey insights helped the team spot issues and reduce incidents by location
- QR code campaigns increased guest satisfaction and boosted ratings
- Issue resolution workflows won back unhappy customers before they churned
“Thanks to direct feedback and analytical reports, we immediately identify areas for improvement.”
— Ebrahim Alhajiri
With operational clarity, faster loops, and fewer manual hours, the team shifted focus from reactive service to proactive growth, and the revenue followed.
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