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CASE STUDY: Gasoline Grill

Gasoline Grill Doubles Review Volume With BBI Response Center

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About the Brand

Gasoline Grill: At a Glance

Founded

Copenhagen, Denmark in 2016

Icon of an outdoor table with a large umbrella and two chairs, one on each side. The table and umbrella are black, while the chairs are purple, suggesting a patio or café setting.

Segment

Fast-Casual Concept

Award

Top 30 Burger Joints in the World by Bloomberg

Locations

9

Two overlapping speech bubbles, one with a star and the other with a bookmark symbol, both in purple on a dark background, representing communication or chat features.

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.

  • Decentralized online brand reputation data

  • Gaps in customer feedback analysis on a brand level

  • Lack of guest experience best practices and consistent management brand wide

Organizational Goals
  1. Better community engagement online and offline.
  2. Sharing CX feedback across teams while empowering the front-line.
  3. 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

Three simple human icons in a row with a large speech bubble containing lines above them, all in dark purple on a lighter purple background, symbolizing group conversation or communication.

Review Volume

2X

A black outline of a hand with an extended index finger points toward three purple outlined stars, suggesting a rating or review selection. The background is dark.


Average Star Rating (ASR)

4.4

What Next?

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