Caribou Coffee Achieves 61% More Reviews—And Boosts Revenue Across 57 Locations In The GCC
Momos Partner Since:
2025
Locations:
57
Integrations:
Momos automation has definitely cut back my work by about 40%. It’s given me time to focus on areas for growth.
— Ebrahim Alhajiri
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Contents
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
Boosting local SEO and brand trust for every location
Real-time insights
By location, increasing customer satisfaction at every store
40% time saved
From 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:
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.
Metric | Impact |
|---|---|
Total # of Reviews | >61% growth in review volume |
Reviews per Store | >44% reviews per location |
Reply Rate | >20% improvement in reply rate |
Median Reply Time | 450x faster responses with instant replies |
Average Rating | 4.8-star ratings = the top 5% of preferred restaurants |
Team Time Reclaimed | 40% time saved |
Conclusion: Revenue Starts With Listening
For FoodVest Group, the real win wasn’t just better reviews—it was measurable business impact across every Caribou Coffee store. By adopting Momos, they built a revenue-driving engine powered by customer feedback.
With faster response times, every customer was engaged in real time. With automated workflows, the team recovered unhappy guests before they churned. With real-time insights, location-level incidents dropped—and repeat visits rose.
From reduced incidents to higher CSAT, every improvement added up to the same outcome: more revenue, fewer issues, and stronger store performance.
Momos helped Caribou Coffee:
Engage 100% of customers instantly, increasing retention
Resolve issues 450x faster, reducing negative outcomes
Turn feedback into operational improvements at scale
Increase repeat visits through higher satisfaction and ratings
Drive more revenue—for every customer at every location
Happier customers. More revenue. That’s the Momos effect—store by store, guest by guest.
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