CASE STUDY: Bavet
Bavet Increases Average Star Rating by 0.5 and Quadruples Review Footprint with BBI
About the Brand
Bavet: At a Glance
Founded
Belgium in 2016
Segment
Fast-Casual Concept
Locations
18
Reputation Channels
70+
BBI Product Utilization
Implemented
2018
X
BBI Product Utilization
The Why
Why Bavet Needed BBI Response Center
Bavet, architects of “Belgian spaghetti with a twist”, has scaled to 18 locations and prides itself on delivering unique experiences to each and every guest. Feedback management has become a critical part of their growth story.
Challenges they were looking to solve for included:
-
Limited access to unbiased, detailed CX feedback data
-
Lack of a single repository for customer feedback
-
Decentralized follow-up process from HQ to front-line
Organizational Goals
- Better company processes to manage CX feedback, whether online and offline.
- Monitoring trends (positive and negative) from each location or group of locations (in a given city or region).
- Empowering the front-line and location managers to constantly improve daily operations.
Summary
Overview: Bavet + BBI
Brand Channels Managed via Response Center
18X
Google
11X
Facebook
16X
Tripadvisot
7X
Takeaway
16X
Formitable
6X
YELP
1X
Instagram
75
Total Channel
“With BBI Response Center, we can now easily see the data that shows us which operational aspects are working better than before. We give feedback to the people on the floor so that they feel respected and have a chance to develop.”
PETER VAN PRAET
BAVET FOUNDER & CONCEPT GUARDIAN
The Results
Meaningful and Significant Impact
Review Volume
4X
ASR Growth
+0.5
Average Star Rating (ASR)
4.4
What Next?
More About Black Box Intelligence
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