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
X
BBI Product Utilization
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
