Papa Murphy’s Turns Guest Feedback Into $2M in Recovered Revenue
Momos Partner Since:
2023
Locations:
1086
Integrations:
Google, Yelp
We had worked with other big companies, but they didn’t give us the personalized attention to benefit from their services. Momos offers a modern tool and a hands-on team that supports our 1,000+ locations.
— Papa Murphy's Team
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Contents
Key Results with Momos
+5,451% growth in Google reviews
With Momos Surveys
4.7-star Google Rating
30% growth increase since using Momos Guest AI
+ $2M in Recovered Revenue
Using Momos Offers
45% Drop in Incident Rates
With Momos incident analytics and prevention workflows
Background
Papa Murphy’s is one of the largest take-and-bake pizza chains in the U.S.—but like many high-volume, multi-location brands, it faced challenges scaling guest feedback, review management, and recovery across hundreds of stores.
In July 2024, Papa Murphy’s partnered with Momos to unify its customer experience workflows—from review response to incident management and survey-driven recovery. Just one year later, the brand has significantly improved its ability to listen to guests, respond to feedback, and convert moments of friction into measurable growth.
Just one year later, the results speak for themselves:
+5,451% growth in Google reviews
+0.76-point rating lift (from 3.96 → 4.72)
571,946 survey submissions collected
$2M+ in recovered revenue via offers
97.7% automation of review replies
45% drop in incident rate
CSAT increased from 73.7% → 93.7%
More reviews. Higher ratings. Smarter ops. And real revenue recovery.
The Challenge
Papa Murphy’s has always been a guest-first brand. But as the business scaled, legacy systems made it hard to:
Manage feedback across hundreds of Google profiles
Respond to reviews in real time
Resolve recurring guest issues before they affect ratings
Track location-level insights for ops improvement
Capture and act on survey feedback at scale
The brand needed to transition from a reactive service to a proactive improvement approach—without overloading the team.
The Turning Point
Papa Murphy’s rolled out Momos Guest AI to simplify and scale customer feedback management. With automation across reviews, surveys, and recovery workflows, the team could focus less on chasing tickets—and more on creating better guest experiences.
With Momos, the team gained:
Automated review response across every location
Reviews are now handled with over 97% automation, dramatically reducing the manual workload while preserving tone and accuracy.Real-time visibility into store-level issues
Incident trends are automatically surfaced by category (e.g., order issues, service complaints), helping ops teams act faster and reduce repeat problems.Survey workflows that drive revenue
Feedback forms are embedded in post-purchase journeys, enabling direct guest insights and personalized recovery offers that convert.Offer redemptions tied to recovery
Guests who had a poor experience are offered targeted make-goods—boosting retention and unlocking new revenue from guests who might otherwise churn.Centralized dashboards for every function
Marketing, CX, and Ops teams now see the same data—from CSAT trends to redemption rates—creating alignment and accountability at every level.
The Results
In just one year with Momos, Papa Murphy’s saw measurable impact across guest satisfaction, operational performance, and recovered revenue:
Metric | Impact |
|---|---|
+5,000% growth in Google reviews | More reviews mean stronger search visibility, better local SEO, and a clearer picture of guest sentiment. |
+0.76-point increase in average Google ratings | Improved store experiences and recovery efforts helped the brand lift its Google rating from the mid-3s to the high 4s. |
+20-point jump in CSAT Score | Faster replies and automated recovery led to a significant uplift in guest satisfaction scores across the board. |
97% of review replies are now fully automated | This frees up hours of team time each week while ensuring every guest receives a timely, personalized response. |
Over $2M in recovered revenue from surveys and offers | Feedback isn’t just collected—it’s converted into action that brings guests back, often with higher spend. |
45% reduction in incident rate | By spotting issues earlier, store teams were able to fix operational gaps before they escalated—protecting both guest experience and brand perception. |
Why It Works: Feedback That Drives Growth
Papa Murphy’s built a complete feedback loop with Momos—powered by AI, optimized for revenue, and scalable across every store.
Here’s how it works:
Automated Responses: AI replies to reviews and surveys instantly—preserving brand voice and guest care.
Smarter Tagging: Feedback is categorized by location, theme, and urgency—so teams act faster and fix root causes.
Recovery Offers: Guests who leave negative feedback receive custom offers, driving redemptions and second chances.
Real-Time Dashboards: Ops teams get instant visibility into top incidents, CSAT trends, and store performance.
Every guest. Every location. Every platform.
Conclusion: More Reviews, Higher Satisfaction, Increased Revenue
For Papa Murphy’s, partnering with Momos wasn’t just about better ratings—it was about building a smarter, scalable guest experience engine.
By automating the feedback loop, turning insights into action, and recovering real revenue from at-risk guests, the team shifted from reactive firefighting to proactive growth.
More reviews. Better ratings. Real revenue. That’s the Momos effect—one slice at a time.
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