Real-World Case Studies and Customer Success Stories with InMoment

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 led to faster service recovery, stronger franchise alignment, and increased customer spend through digital vouchers. Restaurant managers saved time, and franchisees saw clear business value. McDonald’s used new metrics and dashboards to drive data-driven action plans and boost platform engagement by 11%.
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InMoment Reputation Management helped Betty’s Burgers boost online reviews by 4,534%. The brand now holds a 4.51-star average and 88%... positive reviews. Betty’s used the platform to monitor feedback, respond to every review, and act on insights. This improved customer loyalty and kept experiences consistent across 67 locations. Competitor analysis helped Betty’s secure a leadership spot in the restaurant industry.
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InMoment helped a leading restaurant chain boost order accuracy to 94%. The Strategic Insights Team analyzed over 275,000 Voice of... Guest surveys to find the main causes of order mistakes. Locations with high accuracy saw a 9% increase in revenue and 15% more transactions. The team suggested better order confirmation, improved drive-thru speaker quality, and enhanced manager training. The chain now uses feedback from over 2,000 locations to improve customer experience and sales.
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InMoment AI helped Jack in the Box quickly analyze feedback from many guest experiences. The team used these insights to... make faster business decisions. InMoment AI uses machine learning and generative AI to turn unstructured feedback into clear actions. The solution improved the speed and detail of customer experience analysis. Jack in the Box focused on using these insights to drive business growth.
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Betty's Burgers used InMoment's reputation management solution to improve its online presence. The brand saw a 4,534% increase in reviews... and achieved a 4.51-star average rating. 88% of reviews are now positive. The team responded to every review and used feedback to fix issues fast. Competitor analysis helped Betty's stay ahead in the market. This approach turned unhappy customers into loyal advocates and drove business growth.
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Yo-Chi used InMoment’s reputation management solution to boost foot traffic by 92% in less than a year. The brand automated... review responses and improved local listings across 37 locations. Google Profile impressions rose by 123%, and their performance score increased by 74%. Yo-Chi’s review response rate jumped 1250%, and review volume grew 303%. The solution helped Yo-Chi attract more customers and maintain a 4.6-star rating.
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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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InMoment helped a major quick-service restaurant chain analyze over 275,000 customer surveys to improve order accuracy. The Strategic Insights Team... identified that order inaccuracies, especially in drive-through and digital orders, led to lower customer satisfaction. By addressing root causes like missing items and evening shift issues, the chain increased order accuracy to 94%. Locations with high accuracy saw a 9% revenue boost and 15% more transactions. The chain now uses feedback from 2,000+ locations to resolve customer issues and personalize experiences.
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Jack in the Box used InMoment's AI-powered platform to collect and analyze omnichannel guest feedback from website, app, and in-store channels. The company automated... feedback analysis, enabling faster business decisions and immediate action. During a limited time offer, instant feedback helped the team sell out a new burger in two weeks with no paid media. The solution improved menu innovation, staff coaching, and guest experience across 2,200 locations. Jack in the Box now responds quickly to guest needs and maintains high food quality and cleanliness standards.
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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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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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InMoment Spotlight helped Foot Locker unify customer feedback from email, call centers, surveys, and social media. The AI-powered NLP and... text analytics solution replaced manual processes and multiple SaaS tools. Foot Locker now uses a single taxonomy to track complaints, sentiment, and themes. The system enables quick tagging, proactive outreach, and removes personal data. This improved analytics, reduced support hours, and helped lower customer churn.
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InMoment helped Specsavers transform their customer experience program. Specsavers saw a 50% increase in survey feedback and doubled their Google... and Trustpilot reviews. They used InMoment’s Active Listening and Spotlight tools to capture and analyze feedback across all touchpoints. Store managers and support teams used real-time insights to improve service. Net Promoter Scores rose month over month, fueling business growth.
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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 faced high abandonment rates. InMoment analyzed 166,000 surveys to find website performance issues. The team identified problems on checkout, account, and content pages. Fixing these issues could recover millions in revenue and boost conversions.
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InMoment helped Foot Locker bring all customer feedback and operational data into one platform. This let Foot Locker see all... feedback in one place, cut listening costs, and resolve issues faster. The retailer used InMoment's Video Feedback and Image Upload features to make feedback more interactive. Foot Locker created Power Stores and pop-up shops, and partnered with Nike for seamless in-store experiences. The company also improved online inclusion and responded quickly to customer needs, boosting engagement and positive feedback.
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InMoment helped a global retailer analyze over 166,000 website abandonment surveys. The retailer wanted to know why customers left their... site before buying. InMoment found that technical issues on key pages affected nearly 10% of visitors. These problems led to $2.5 million in potentially lost revenue each year. The retailer used these insights to improve website performance and boost conversions.
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Specsavers used InMoment to transform their customer experience program. They moved from basic surveys to a journey-based listening system. Feedback... volume rose by 50%. Google and Trustpilot reviews doubled. Net Promoter Scores increased month after month. Store managers and frontline teams now use real-time insights to improve service.
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InMoment helped Discount Tire bring all customer data into one place. They set up dashboards for different service areas. Discount... Tire built a custom program to analyze feedback from every customer touchpoint. Each of their 1,000+ stores now gets a weekly report with customer feedback. Store managers can quickly spot and fix problems. This improved how Discount Tire manages the customer experience across North America.
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Foot Locker used InMoment's Spotlight, an AI-powered NLP and text analytics tool, to unify customer feedback from many channels. Before, Foot Locker... struggled with scattered data and manual processes. Now, they have a single source for all feedback, making analysis faster and more accurate. The support team can track key topics and fix issues quickly. This solution helps Foot Locker spot unhappy customers and reach out to improve their experience. The new system saves time, breaks down data silos, and helps reduce churn.
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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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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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InMoment helped a large telecom identify $6 million in at-risk revenue due to issues with a streaming product. The company faced... rising churn after price increases and needed to find ways to keep customers. InMoment used targeted surveys, social review analysis, and financial data to pinpoint 3,000 customers likely to switch providers. The main problem was freezing and blackouts with one streaming product, causing 71% of negative feedback. The telecom now has a clear plan to fix product issues and protect revenue.
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InMoment helped TELUS, a leading telecommunications company, achieve $1 million in direct cost savings and a $5 million churn reduction opportunity. TELUS doubled its... customer feedback volume, reaching 3.5 million responses. The closed-loop approach saved 1 in 3 customers who received follow-ups. SMS response rates hit 45%. Advanced analytics and a Voice of the Customer program improved customer experience and retention.
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InMoment helped a large telecom identify $6 million in at-risk revenue due to digital product issues. The company faced high... churn risk after price increases and needed to find ways to retain customers. InMoment used targeted surveys, social review analysis, and financial data to pinpoint the root cause: problems with a streaming product. The analysis revealed 3,000 customers likely to switch providers and 71% of negative feedback tied to one product. The telecom now has a clear plan to recover revenue and improve customer satisfaction.
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U. S. Cellular used InMoment to improve its customer feedback program. The company increased the number of customers providing feedback...by 400%. They cut the cost of their call center program by 50%. Utilization of program technology and capabilities rose by 30%. U.S. Cellular focused on serving underserved markets and empowering associates with training and knowledge.
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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 large Fortune 500 auto manufacturer boost revenue by $53. 7M through improved customer experience. By linking service...and sales survey data using mobile numbers, the company identified that perfect ServiceKPI scores led to a 97% retention boost. Fixing vehicles right the first time (FRFT) increased repurchase likelihood by 74.4%, adding $23.6M in annual sales. Data-driven insights from InMoment drove measurable gains in customer loyalty and profit.
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InMoment helped a leading mobility company boost Google reviews by 195% in just 30 days. The company unified survey and... review management to improve customer sentiment and brand visibility. This led to an 8% increase in customer acquisition and an estimated $5.8 million in extra annual revenue. The integrated CX approach delivered fast results and higher Google star ratings. The solution also improved localized SEO and service recovery efforts.
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InMoment helped a Fortune 500 auto manufacturer link service and sales data using mobile numbers. The company found that perfect... ServiceKPI scores led to a 97% higher chance of customers buying another vehicle. Improving "fixed right first time" (FRFT) rates resulted in $23.6M more annual revenue. Achieving perfect ServiceKPI scores added $30.1M in yearly revenue. The analysis showed that better service drives loyalty and big financial gains.
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InMoment helped a leading car-rental brand boost its reputation and revenue. The company unified its survey and review management with... InMoment’s platform. In just 30 days, Google reviews increased by 195%. Customer acquisition rose by 8%. The brand generated an extra $5.8 million in annual revenue. Improved online ratings drove more bookings and local foot traffic.
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InMoment’s Reputation Management solution helped Yo-Chi boost Google Maps navigation clicks by 92% in less than a year. The frozen yogurt... brand improved Google Profile impressions by 123% and raised its location performance score by 74%. Yo-Chi automated review responses, increasing response rates by 1329% and cutting response times by 87%. Centralized review and listing management drove a 303% increase in review volume and a 1250% rise in review response rate. These results led to higher foot traffic and stronger online reputation for Yo-Chi.
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InMoment’s Reputation Management solution helped Yo-Chi boost Google Maps navigation clicks by 92% in under a year. The frozen yogurt... brand saw a 123% increase in Google Profile impressions and a 74% rise in location performance score. Yo-Chi automated review responses, cut response times by 87%, and increased review response rates by 1329%. Centralized review and listing management improved their online reputation and brought more customers to their 37 locations.
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McDonald's Australia used InMoment to overhaul its customer feedback process. They integrated their CRM with InMoment, creating a single workflow... for feedback and service issues. This change cut case resolution times by 96%. Digital vouchers encouraged customers to return and spend more. Managers saved time, and franchisees saw clear business value. The new system drove higher platform engagement and smarter, data-driven action plans.
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InMoment helped a Fortune 500 heavy machinery company in North America boost Dealer NPS by 12. 7 points. The company...used InMoment's Strategic Insights and True Driver Analysis to find that salesperson knowledge and explained warranty were key NPS drivers. They launched employee training to improve these areas. Each +1 NPS point equated to $330,565 in new revenue. The initiative led to stronger customer relationships and higher sales.
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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 to identify that improving salesperson knowledge and warranty explanations would drive customer loyalty. They launched employee training focused on equipment needs, empathy, and listening skills. Each point increase in NPS equated to $330,565 in additional revenue. The initiative led to stronger customer relationships and measurable business growth.
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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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