How Lee’s Famous Recipe Chicken Boosted Review Response Rates by 24%, Driving Faster Recovery and Smarter Guest Feedback
Momos Partner Since:
2025
Locations:
130
Integrations:
Contents
Key Results with Momos
24% increase in review response rate
Jumped from 77.8% to 96.5%, ensuring nearly every guest gets a reply
85% of reviews now auto-responded
Automation gives time back to staff while keeping replies fast and consistent
73% CSAT on Google
A solid customer satisfaction score, with room to grow now that feedback loops are in place
86% survey response rate
Guests are highly engaged, giving Lee’s actionable insights on experience and performance
Centralized visibility into guest incidents
With an incident rate of ~24%, teams can now pinpoint and resolve key service issues
Over 90% of survey responses assisted with smart reply suggestions
Helping teams maintain tone, accuracy, and empathy at scale
Background
Founded in 1966 and known for its homestyle flavor, Lee’s Famous Recipe Chicken is a beloved regional brand with locations across the Midwest and South. In 2025, the Lee’s team identified an opportunity to modernize their approach to customer experience—specifically, in managing reviews, guest feedback, and incident resolution.
Before partnering with Momos, review response rates were inconsistent, and operational visibility was low. While guests loved the food, many left reviews unanswered and feedback unresolved. The team lacked a centralized system to close the loop—especially at a location level.
Since implementing Momos in early 2025, Lee’s Famous Recipe Chicken has streamlined review response across every store, improved visibility into guest satisfaction, and enabled their teams to act faster with automation and real-time insights.
The Challenge: Incomplete Feedback Loops and Limited Visibility
Despite strong local brand equity, Lee’s Famous Recipe Chicken faced several barriers:
Unanswered Reviews – Response rates hovered below 80%, meaning many guests never heard back
Fragmented Insights – No clear way to analyze guest satisfaction or incidents by location
Manual Workload – Without automation, replying to reviews was time-consuming and inconsistent
Lack of Survey Infrastructure – Guest surveys were minimal to non-existent before Momos
The team needed a single platform to centralize reviews, gather real-time insights, and reduce manual work—while ensuring every guest felt heard.
The Solution: Faster Feedback, Smarter Service
By partnering with Momos, Lee’s turned passive reviews into active signals—unlocking faster responses and more visibility store by store.
Solution | Impact |
|---|---|
Faster Replies, Less Work with Momos AI Copilots |
|
Real-Time Feedback from Guests with Better Insights |
|
The Conclusion: A Famous Brand, Re-Engaged
Lee’s Famous Recipe Chicken didn’t need to reinvent its brand—just how it listened and responded to guests.
By partnering with Momos, the team now has:
Faster review replies, without adding headcount
Stronger visibility into how guests feel
Smarter, data-backed decisions at the store level
And most importantly, a tighter feedback loop that improves every guest interaction
For fast-growing brands with loyal followings, Momos helps ensure no guest is left unheard—and no insight goes unused.
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