How Just Salad Cut Response Times by 99% and Saved 1,200 Hours a Month with Momos AI

Smarter guest recovery, faster replies, and 95% response rates—across every store.

Locations: 80
Momos Partner Since: 2023
Integrations: Brink, Toast

95%

response rate

99%

reduction in response time

1000+

monthly interactions consolidated

Our experience using Momos has been what I call a "breath of fresh air'. It has brought a lot of positive results to our company and has also provided a ton of data and analytics that are extremely beneficial to Just Salad.

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Arielle
Director of Guest Relations

Key Results with Momos

1,200+ hours saved monthly

Response time slashed from hours to seconds

95% review response rate

Improvement from 75%

99% faster response time

Freeing up the Customer Relations team

1,000+ customer interactions consolidated per month

About the Brand

Founded in 2006, Just Salad is a fast-casual chain committed to sustainability and everyday health. With 80+ locations across seven states and B Corp™ certification, the brand is known for its reusable bowl program, plant-powered menu, and community-first mindset.

From menu to mission—and now to customer experience—Just Salad proves that better choices can scale.

The Challenge

As Just Salad expanded its footprint, the Guest Relations team faced increasing pressure to manage customer feedback at scale—without the systems or bandwidth to keep up.

Reviews are scattered across platforms

Everything from delivery apps to Google to Yelp

Manual response workflows

Replying to each review individually cost time and morale

Little visibility into guest sentiment

No clear way to tie customer feedback to operational improvement or winbacks

The Solution

Just Salad partnered with Momos AI Customer Copilot to centralize customer feedback, automate replies, and power smarter service recovery across all 80 locations.

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Automate Reply Faster, Win More Time

1,200+ hours saved per month – AI handled the heavy lifting on reviews

99% reduction in response time – what used to take hours now happens in seconds

95% response rate – a 1.25× improvement across every channel

Recover Personalized Guest Winbacks

Integrated offer flow – teams could send recovery offers from within the Momos Inbox

Redemption + Review Loop – when a guest redeemed a winback offer, Momos prompted an updated review

Reputation boost – this recovery loop helped Just Salad improve sentiment and grow 5-star feedback

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Improve Insights That Power Action

Unified analytics dashboard – brand and store-level data on CSAT, sentiment, and top keywords

Operational visibility – managers gained insight into performance gaps and what guests cared most about

Data-backed decisions – better customer data led to better guest experiences

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