How Poke Theory achieved 90% response rates across channels

500+ customer interactions a month, fully managed and turned into marketing gold.
  • Locations: 25
  • Momos Partner Since: 2021

90%

customer response rate

30%

customer retention

10%

boost in monthly online ratings

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

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.

No centralized way to manage reviews, surveys, and inquiries

Ratings and discoverability were stagnant across Google and delivery apps

Missed opportunities to turn feedback into retention or revenue

Limited insights into customer sentiment or operational blind spots

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.

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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