How Poke Theory achieved 90% response rates across channels
Momos Partner Since:
2021
Locations:
25
Integrations:
-
Momos has quickly become a valuable platform for every F&B business. Since using Momos' marketing and customer engagement suite, our brand has grown significantly, and we've seen improvements based on our customer feedback. The Momos team has created a fantastic, easy-to-use product that has been missing in the industry. We can't live without it.
— Vanessa, Owner
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Contents
Key Results with Momos
90% customer response rate
Across all platforms
30% customer retention rate
1 in 3 customers returned within 30 days
10% boost in monthly Google ratings
Driven by smart post-survey redirects
500–1,000 interactions consolidated monthly
Into a single, AI-powered inbox
About the Brand
Founded in 2016 by siblings Joey and Vanessa, Poke Theory is a fast-rising F&B brand known for its bold flavors and commitment to sustainability. With 25 locations and counting, the team understands that great food is only part of the equation—consistent guest engagement and experience are what keep customers coming back.
The Challenge
As Poke Theory expanded, the team struggled to keep customer engagement consistent while managing fragmented feedback channels and low-return advertising efforts.
The Solution
Poke Theory partnered with Momos AI Customer Copilot to centralize every customer interaction—from online reviews to website inquiries—into a single, streamlined inbox.
The Solution | Impact |
|---|---|
Automated Surveys | 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. |
Automated Surveys
Automated surveys triggered after each order directed happy guests to Google, while flagged issues were routed for recovery
Improve with feedback
Inquiry forms were connected directly to Momos, ensuring no message was missed.
Amplify with Momos AI
AI-powered response suggestions enabled the team to respond in seconds, not hours
Discover actionable insights
Analytics dashboards surfaced top keywords and trends, giving leadership actionable insights into what was working—and what wasn’t
The Outcome
Momos transformed Poke Theory’s guest engagement into a measurable growth engine. With 90% of customer feedback now responded to and over 70% of reviews tied directly to automated survey flows, the brand saw a 10% uplift in average ratings across platforms. Most importantly, 1 in 3 survey respondents returned within 30 days—spending over $30 on average—highlighting the power of timely recovery and smart follow-up. Insights from Momos also helped identify critical supply chain issues, empowering store-level action and improved service quality at scale.
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