- Momos Partner: Since 2023
- Locations: 1086
- Integrations: Google, Yelp
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+5,451%
>$2M
+20%
"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
Key Results with Momos
+5,451% growth in Google reviews
With Momos Surveys
4.7-star Google Rating
30% increase growth 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:
