Hopdoddy makes unreasonable hospitality reasonable, cutting response time 82x across 49 locations

Momos Partner Since:

2023

Locations:

Integrations:

Google, plus delivery and review platforms

x

faster in review response time

%

+

increase in google review volume

stars

+

increase in average Google rating

“Since the transition to Momos a few years ago, we have seen a major bump in performance thanks to the AI tools the team is continually introducing, and we have been sharper in identifying areas of improvement on a system and localized level to provide the best possible experience to the guest.”

- Tom Lockwood, Director of Marketing

Contents

Background

The challenge

The turning point

The results

Why It Works

Conclusion

Background

Founded in Austin, Texas in 2010, Hopdoddy Burger Bar pioneered the better burger space through an innovative menu of regeneratively raised and ethically sourced proteins and fresh, hand-cut fries in craveable flavors. Our beverage program celebrates the best in craft beer and spirits. Hopdoddy is nationally recognized as a "Best Burger" by Business Insider and Food & Wine Magazine. Hopdoddy has around 50 locations across Texas, Arizona, California, Colorado, Tennessee, Georgia, Florida and Louisiana.

Hopdoddy's leadership recognized what most multi-location operators eventually do: hospitality was never the unreasonable part. Delivering it consistently, everywhere, at speed — that was the unreasonable part. So they set out to fix the operating model, not the standard.

The challenge

A structural response gap

Response times for online feedback were not meeting the high standards of the brand. And the cost of that lag is measurable: brands that respond within an hour retain far more affected guests than those that take a day or more. Every hour a Hopdoddy guest waited was a return visit at risk.

Guest conversations moving faster than the team could

Feedback arrived continuously across Google, delivery platforms, and review sites — every location, every day. A team working those channels manually can only ever reach a fraction. The rest goes unanswered, which is the exact opposite of the brand Hopdoddy sells in its dining rooms.

Reputation growth volume coverage

At a modest review volume per day, Hopdoddy was capturing only a slice of the guest sentiment its locations generated and a lower rating followed. Fewer reviews meant a weaker public signal to the next guest deciding where to eat.

Scaling the standard across every location

The gap only widens if guest experience doesn't scale with the footprint. Hopdoddy needed guest care that could roll out consistently across all of its locations, not a per-store cost that grew with every one added to the system.

The turning point

Hopdoddy made its guest experience always-on with Alfie, Momos' AI Experience Agent, working across the Momos Inbox as the single place every guest signal lands, gets routed, and gets resolved.

Always-on resolution, in the brand's voice. Alfie works guest conversations across every location and channel 24/7 — understanding the issue, taking the action, and closing the case, not just drafting a reply for someone to send later. The 302-hour response gap collapsed to under 4 hours.
One place for every guest signal. Reviews, delivery feedback, and guest messages route into the Momos Inbox, giving Hopdoddy a single view across all 49 locations instead of a scatter of platforms.
A system of action, not another dashboard. Alfie recovers guests with resolutions scaled to the guest and kept within Hopdoddy's brand guidelines, and pulls in a person — with full context — only for the exceptions that truly need one.
Guest experience that scales with the footprint. As Momos rolled out across more of Hopdoddy's locations — from 44 to 49 — Alfie extended the same standard of care to each one from day one, without adding headcount to match.

The results

Metric	Impact
82x faster response time	Guest issues are resolved the same day they surface, the single biggest lever on whether an unhappy guest comes back.
Median response time (-89.4%)	Even the typical case now closes in under two hours, making fast recovery the rule across the portfolio, not the exception.
+128% Google review volume (20.5 → 46.7/day)	More than double the guest signal captured every day — a stronger, fresher public reputation for every location.
+0.41 star rating lift (4.26 → 4.67)	A higher rating is a direct driver of new-guest conversion. More reviews and a higher average is the combination that compounds.
Momos live across 44 → 49 locations	Coverage expanded across the brand's footprint while guest experience metrics improved — the model scales across locations without scaling the team.

Why It Works

Hopdoddy didn't add another tool. It changed the operating model behind guest experience — turning a standard it already held into something it could deliver everywhere, every time.

Speed is recovery. The faster a guest issue is resolved, the more guests come back. Closing the response time gap turns lost guests into retained ones, at scale.
More signal, better reputation. Working every channel always-on surfaced more than twice the review volume — and a higher rating followed. Reputation is an input to revenue, not a vanity metric.
Care that scales without scaling the team. Alfie extends the same standard to every new location instantly. Hopdoddy scales its guest experience, not its guest-experience headcount.

Conclusion

Hopdoddy proved that the standard was never the problem — the operating model was. By making guest care always-on with Alfie, the brand cut response time 82x (, grew Google review volume +128%, and lifted its average rating to 4.67 stars — across all 49 locations now running on Momos.

Unreasonable hospitality used to require unreasonable economics. For Hopdoddy, it now runs on autopilot — every guest, every location, every day.

See how Momos helps multi-location brands make unreasonable hospitality reasonable.

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