From scattered feedback to strategic customer retention—powered by AI, surveys, and sweet insights.

Locations: 150
Momos Partner Since: 2022
Integrations: Google, In-store + Delivery Channels

$10k+

in revenue

40%

repeat visits

>30%

ratings increase

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

Key Results with Momos

10× return on investment – 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.

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.