CASE STUDY: Gasoline Grill
Gasoline Grill Doubles Review Volume With BBI Response Center
About the Brand
Gasoline Grill: At a Glance
Founded
Copenhagen, Denmark in 2016
Segment
Fast-Casual Concept
Award
Top 30 Burger Joints in the World by Bloomberg
Locations
9
Reputation Channels
30
BBI Product Utilization
Response Center
X
BBI Product Utilization
Response Center
Background
Why Gasoline Grill Needed BBI Response Center
After being started in Copenhagen in a petrol station by owner Klaus Wittrup, Gasoline Grill had solidified its position as Copenhagen’s leading independent, American-inspired burger brand. After 5 years of a strong trajectory, the brand was looking for a tool to centralize customer feedback and ensure the iconic experiences it prided itself on delivering in the early days endured as the business scaled.
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Decentralized online brand reputation data
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Gaps in customer feedback analysis on a brand level
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Lack of guest experience best practices and consistent management brand wide
Organizational Goals
- Better community engagement online and offline.
- Sharing CX feedback across teams while empowering the front-line.
- Monitoring guest feedback trends (positive and negative) at both location and brand level.
Benefits
How BBI Has Benefited Teams at Gasoline Grill
Marketing
On any given week, saves 2-8 hours on any combination of community management, coordination with locations and reporting.
Operations
Become far more data-driven, which has led to notable execution improvements across delivery, walks-ins and takeaway.
Front Line
Greater harmonization and communication with HQ and improved best practice sharing and application.
The Results
Meaningful and Significant Impact
Review Volume
2X
Average Star Rating (ASR)
4.4
What Next?
More About Black Box Intelligence
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