CASE STUDY: Rocket Restaurants
How Rocket Restaurants Increased NPS 20 Points in Six Months With BBI Response Center
About the Brand
Rocket Restaurants: At a Glance
Founded
Ireland in 1989
Segment
Fast-Casual & QSR
Brands
8
Locations
52
Reputation Channels
170+
BBI Product Utilization
BBI Product Utilization
The Why
Why Rocket Restaurants Needed BBI Response Center
Rocket Restaurants is the umbrella holding for dining brands like Eddie Rocket’s, Nathan’s Famous Hot Dogs, Rocket’s and The Counter and three ghost kitchen brands.
Challenges they were looking to solve for included:
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Unconsolidated brand reputation data
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It’s previous social media publishing tool was missing restaurant fluency
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Room for improvement in quality and quantity of CX feedback collected
The Rocket Restaurants group started in 1989 in Dublin, Ireland in a market dominated by global American brands.
Organizational Goals
- Increase brand visibility online & offline.
- Monitor customer feedback trends in key locations & regions.
- Increased digital adoption across the system.
Summary
Overview: Rocket Restaurants + BBI
Why BBI?
An intuitive Customer Experience (CX) solution which aggregates data from all relevant reviews, social media and delivery channels.
This includes direct messages, @mentions surveys and email. Our solution empowers restaurant and hospitality brands to collaborate in a smarter way.
Online Footprint
When testing BBI’s guest experience management platform – BBI Response Center – during a 3-month proof of concept, Rocket Restaurants saw the potential to replace two software tools, Hootsuite, the social media publishing tool used currently and Zendesk, their customer success and support tool.
First Months Using BBI
During the first six months after implementing BBI, Rocket Restaurants improved NPS on a company level by 20 points, with three brands, Flash Harry’s, Eddie Rocket and Rockets, being the top performers.
Brand Channels Managed via Response Center
The Results
Immediate Quantifiable Impact
+20 NPS
Increase during the first six months
25%
More CX feedback data points
“BBI is a game-changer! It allows us to aggregate our guests’ reviews & sentiment from a multitude of different social media and review channels, including Google, TripAdvisor, Instagram, Twitter, Facebook & more, so that we can reply to each guest’s feedback seamlessly into one central dashboard.”
TOBI LUKASCHEK
BUSINESS DEV. MANAGER ROCKET RESTAURANTS
Use Cases
How BBI Delivers Value for Rocket Restaurants
For restaurant brands, the ability to respond quickly and roll out customer experience (CX) improvements across all locations is critical.
A single bad experience can be amplified—and misrepresented—on social media. That’s why gathering as much feedback as possible through online reviews, surveys, emails, and more is essential.
Main Focuses for Rocket Restaurants
Rocket Restaurant has adapted its business model in recent years to reflect market shifts, expanding into both delivery and retail.
These new revenue streams demand deeper, more contextual analysis of customer feedback to ensure the guest experience stays consistent and protected.
01. Workflow Automation
Automatically route negative CX feedback to location managers for quick action.
02. Deep Dive Reporting
Deliver dynamic reports to key stakeholders, tracking customer sentiment and location-level performance.
03. Integrating Food Delivery Apps
Connect delivery platforms while monitoring sentiment and performance across all channels.
Example Use Case
Workflow Automation: How it Works for Rocket Restaurants
Benefits
Bringing Value to Every Team
After a three-month proof-of-concept in 2019, Rocket Restaurants decided to implement our solution company-wide. Marketing, operations, location managers, C-level management, and even the legal department now use it. Benefits by team include:
01. Marketing – More Tasks Done with Less Repetitive Work
The marketing team at Rocket Restaurants spends 50% less time on community management compared to before. This way, the team has more time and energy to take up more tasks and begin new projects.
02. Operations – Better Performance Overview & Franchise Coordination
Operations have a clear, real-time dashboard of customer experience feedback. It includes all locations, both company-owned and franchised. The department can monitor the impact of different changes, collect feedback in a time-efficient manner, and further develop best practices and processes.
03. C Level Management – Every Piece of Customer Feedback is Known & Processed
Departments can make data-driven decisions based on unbiased feedback points. This way, the decision-making process is streamlined, and personal biases or preconceptions are left aside.
04. Location Managers & Front Line – Adapting Better to Local CX Trends
Location managers follow how their units perform against the restaurant chain performance benchmark. It helps empower the frontline colleagues who receive contextual feedback, that helps them grow.
