How Baskin Robbins Malaysia tripled Google ratings and achieved 10x ROI in 8 weeks
Momos Partner Since:
2022
Locations:
150
Integrations:
Google, In Store, Delivery Platforms
Before partnering with Momos in 2022, our data and reports were scattered across various online platforms, making analysis a manual and time-consuming process. Momos has significantly improved our efficiency, allowing us to redirect our focus to more critical tasks.
— Hazim, Head of Customer Service, Success, & Experience
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Contents
Key Results with Momos
10× ROI
In under 2 months
40% repeat visits
Survey participants returning within 30 days
>30% ratings increase
Across Google listings
5,000+ unique customer profiles
Collected via surveys and offers
About the Brand
Baskin-Robbins Malaysia is a household name with over 150 stores nationwide. Known for its signature 31-flavor legacy, the brand continues to reinvent the customer experience for the modern guest—now powered by AI insights, real-time feedback, and measurable marketing impact.
The Challenge
Baskin-Robbins Malaysia needed to improve guest retention, grow its Google ratings, and gather actionable feedback across its 150+ fast-paced locations.
The Solution
The team deployed Momos AI Customer Copilot to capture feedback, automate engagement, and drive retention—all while building a smarter marketing engine from the inside out.
The Solution | Impact |
|---|---|
Automate Customer Interactions | Custom QR-coded surveys were distributed via receipts and delivery packaging, with built-in automation to prompt Google reviews for happy guests—or alert staff when sentiment dipped. |
Amplify Your Online Presence | With more happy customers leaving reviews, Google ratings soared—tripling in volume and lifting the average by 30%+. The impact was especially valuable for under-reviewed outlets vulnerable to negative reviews. |
Discover Customer Insights | Survey responses revealed that 93% of customers had a positive experience, while Momos flagged and enabled winback efforts for the other 7%. These insights helped fine-tune operational decisions and ensure small issues didn’t affect brand reputation. |
Retain Your Customers | Survey completion unlocked digital vouchers for future visits, encouraging repeat purchases. Within 30 days, over 40% of respondents returned, turning one-time guests into loyal customers without needing a formal rewards program. |
The Outcome
In just 8 weeks, Baskin Robbins Malaysia transformed its feedback program into a full-funnel marketing engine. The team collected 5,000+ new customer profiles, improved store visibility through reviews, and saw a 10× ROI from repeat business alone. Survey flows also uncovered demand for new product lines like ice cream cakes—driving 1,000+ high-intent leads and $6,300+ in new category sales. With Momos, customer engagement became less of a guessing game—and more of a scalable, revenue-driving strategy.
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