Real-World Case Studies and Customer Success Stories with InMoment

InMoment helped McDonald’s Australia fix slow and inconsistent customer feedback resolution. They connected their CRM with InMoment to create a... single view of each customer. This let them track and solve issues faster across all restaurants. Response times improved by 96%. Franchisees and support teams worked better together. Service recovery efforts led to higher customer spending.
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Jack in the Box used InMoment's advanced AI and digital listening tools to improve customer experience across all channels. They wanted to... gather feedback from in-store, website, and mobile app users quickly and accurately. InMoment helped them automate feedback collection and spot trends for faster business decisions. The solution enabled instant omnichannel feedback and quick analysis across stores and regions. As a result, Jack in the Box saw a +1.8% systemwide sales growth.
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InMoment helped a major quick-service restaurant chain improve order accuracy. The Strategic Insights Team analyzed over 275,000 customer surveys to... find the main causes of order mistakes. They found that high order accuracy led to a 9% increase in revenue and a 15% rise in transactions. Most mistakes happened with drive-through and digital orders, especially in the evening. InMoment suggested changes to the order process and staffing to boost accuracy and customer satisfaction.
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Yo-Chi used InMoment to improve their reputation management and online visibility. They faced challenges managing reviews and customer engagement as... they grew from 25 to 37 locations. InMoment helped them streamline review management and boost their Google search presence. As a result, Yo-Chi saw a 92% increase in Google Maps navigation clicks, a 123% rise in Google Profile impressions, and a 74% increase in Performance Score. This led to more foot traffic and stronger customer loyalty.
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Betty’s Burgers used InMoment Reputation Management to improve their online reputation. They faced the challenge of keeping customer experience consistent... as they grew from 14 to 67 locations. The solution helped them monitor and respond to reviews, address negative feedback, and analyze competitors. As a result, they achieved a 4.51 average star rating, a 4,534% increase in reviews, and 88% positive reviews.
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InMoment helped Discount Tire bring all customer data into one place. They set up dashboards for each part of the... service experience. Discount Tire built a custom program to analyze feedback from every customer touchpoint. Each of their 1,000+ stores in North America gets a weekly report. Store managers use this feedback to fix problems fast. This makes customer experience better at every store.
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InMoment helped a global retailer find out why customers left their website before buying. The team used text analytics to... review over 166,000 website abandonment surveys in three months. They found $2.5 million in lost revenue due to website performance issues. The analysis showed that technical problems on key pages frustrated nearly 10% of customers. InMoment gave the retailer clear steps to improve the website and recover lost sales.
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Specsavers used InMoment to improve their customer experience program. They moved from basic surveys to a journey-based listening system. This... new system collects feedback from many channels, like Google reviews and SMS. Specsavers saw a 50% increase in feedback volume and doubled their Google and Trustpilot reviews. Their Net Promoter Scores also increased month over month.
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Foot Locker used InMoment's Spotlight, an AI-powered NLP and text analytics tool, to improve customer experience. Before, Foot Locker struggled... with scattered feedback data and manual categorization. With Spotlight, they now collect and analyze all customer feedback in one place. The tool gives them a single source of truth and a universal taxonomy. This helps Foot Locker track key topics and improve customer service faster.
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InMoment helped U. S. Cellular improve its customer feedback program. U.S. Cellular increased the number of customers providing feedback by...400%. The company cut the cost of its call center program by 50%. Utilization of program technology and capabilities went up by 30%. U.S. Cellular focused on serving underserved markets and empowering associates with knowledge and training.
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InMoment helped a large telecom company find $6 million in at-risk revenue from digital product issues. The telecom faced high... customer churn after price increases and needed to stop revenue loss. InMoment used a Strategic Insights Review, new surveys, and social review data to find the main problem was with one streaming product. They identified 3,000 customers likely to switch providers. The telecom now has a plan to prevent churn and increase future revenue.
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InMoment helped a leading mobility company improve its reputation management. The company unified its survey and review programs using InMoment’s... Integrated CX approach. This led to a 195% increase in Google reviews in 30 days. Customer acquisition rose by 8%. The company saw a potential $5.8 million increase in annual revenue. The solution was easy to implement and improved brand visibility quickly.
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InMoment helped a large Fortune 500 auto manufacturer improve customer experience and increase revenue. The company used InMoment to analyze... service and sales survey data. They linked customer records using mobile numbers for over 95% accuracy. Perfect ServiceKPI scores led to a $30.1M revenue increase and a 97% boost in customer retention. Improved FRFT rates resulted in a $23.6M revenue increase.
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InMoment used its advanced AI and NLP tools to help a global rental car brand find $34 million in potential revenue tied to pickup speed. The brand wanted... to understand what drives customer satisfaction and the cost of poor experiences. InMoment analyzed surveys, social media, and competitor feedback to find that speed of service was the main issue. They used Reputation Management and Market Pulse studies to reveal hidden gaps and benchmark against competitors. The insights led to clear recommendations for improving customer experience and loyalty.
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InMoment Conversational Intelligence helped a Fortune 100 healthcare insurer improve call center performance. The company used NLP to analyze 20,000... call transcripts and post-call surveys over five months. They found that agents introducing themselves as 'Healthcare Advocate' led to 25% more positive customer sentiment. Mentioning the Annual Notice of Change increased NPS by 4 points, and confirming issue resolution raised NPS by 18 points. These insights led to better agent training and improved member experience.
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InMoment helped a Fortune 500 heavy machinery company in North America improve customer experience at its dealerships. The company faced... low NPS scores, with some locations 13 points below the national average. InMoment's Strategic Insights team identified key drivers like salesperson knowledge and warranty explanation. The company launched employee training programs to address these areas. As a result, they saw a +12.7 point increase in Dealer NPS and identified $330,565 in extra revenue for each NPS point gained.
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Juniper Networks used InMoment’s platform to improve its digital feedback process. The company reduced survey length by 70% and made... surveys mobile-friendly. This led to a 10x increase in survey responses. Juniper Networks resolved customer issues 62% faster. The new system helped Juniper get better insights and improve customer satisfaction.
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InMoment helped Thomson Reuters use data to improve customer experience. The company wanted to know what worked well and what... caused frustration. InMoment brought together insights from customer feedback. Thomson Reuters saw a 300 percent boost in response rates over 9 months. Participation increased 3 times. The company found hidden trends and took targeted action.
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InMoment helped Yo-Chi boost foot traffic by 92% in less than a year. Yo-Chi used InMoment's reputation management tools to... handle reviews and improve their online presence. The brand saw a 123% increase in Google Profile impressions and a 74% rise in performance score. Yo-Chi grew from 25 to 37 locations while keeping a strong reputation and higher customer satisfaction. The solution made it easier to manage reviews and drive more local customers to their stores.
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InMoment helped a large telecom identify $6 million in at-risk annual revenue due to digital product issues. The company faced... high churn risk after price increases and negative feedback, especially with one streaming product. InMoment used a Strategic Insights Review, targeted surveys, and social review analysis to find the root cause of churn. They found 71% of negative feedback was about one product, and 3,000 customers were likely to switch providers. The telecom now has a plan to prevent churn and support future price increases.
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InMoment helped Specsavers transform their customer experience program. Specsavers saw a 50% increase in feedback volume and doubled their Google... and Trustpilot reviews. They moved from basic surveys to a journey-based listening system. InMoment's Active Listening tool and ReviewTrackers integration gave Specsavers a 360-degree view of customer feedback. Net Promoter Scores improved month over month.
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InMoment’s online reputation management platform helped Solotel Group boost online reviews by 129%. Solotel used microsurveys after bookings to get... more feedback and reviews. They made general managers respond to every review, not just the marketing team. This approach increased response rates by 45%. The platform gave Solotel data to make better business decisions.
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InMoment helped a global retailer find $2. 5 million in lost online sales. The retailer had 11.5 million website visitors...each month but many left before buying. InMoment analyzed 166,000 website abandonment surveys in three months. They found technical issues on key pages like checkout and account. InMoment gave clear steps to fix site problems and improve customer experience.
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InMoment helped McDonald’s Australia cut case resolution times by 96%. The team integrated InMoment with their CRM to centralize customer... feedback and service inquiries. This created a single view of the customer and improved franchise alignment. Digital vouchers encouraged customers to spend more on return visits. Restaurant managers saved time and resolved issues faster.
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InMoment helped a Fortune 500 heavy machinery company in North America boost its dealer NPS by 12. 7 points. The...company used InMoment's Strategic Insights Review and True Driver Analysis to find that salesperson knowledge and warranty explanations most impacted NPS. They launched employee training to improve these areas. Each +1 NPS increase equated to $330,565 in new revenue, with an average sales price of $28,689. The company saw measurable gains in customer experience and revenue.
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InMoment used its Strategic Insights Team and advanced NLP analytics to help a global rental car brand uncover $34M in potential revenue recovery tied to pickup speed. The team analyzed... customer feedback, social media, and competitor data to find that speed of service was the main driver of satisfaction. One in four detractors cited wait time as their main issue. The study showed that improving pickup speed could reduce churn and increase customer retention. InMoment's Reputation Management and Market Pulse tools revealed new opportunities for growth.
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InMoment’s Integrated CX technology helped Cricket Australia capture and act on fan feedback in real time. The solution improved Net... Promoter Score by 7 points year-over-year during the 2024/25 cricket season. Fan satisfaction with venue atmosphere rose by 23%, and 19% more fans rated their cricket experience better than other sports events. Real-time insights also increased food and beverage sales by opening extra catering outlets during high demand.
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InMoment Reputation Management helped Betty’s Burgers boost their online reputation. The brand saw a 4,534% increase in reviews and reached... a 4.51 average star rating. 88% of reviews are now positive. Betty’s Burgers used the platform to monitor and respond to feedback across 67 locations. The solution helped them address negative reviews, improve retention, and outperform competitors.
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AboitizPower used InMoment to transform its customer experience. The company boosted digital adoption by 250% in two years. They built... a data-driven CX strategy and prepared for open-market competition. AboitizPower moved from reactive feedback to actionable insights with a dedicated CX Data Analyst. Employees shifted from paper to digital engagement, driving more digital subscriptions and better customer service.
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