How EN Group Achieved 98% Customer Response Rate using Momos

By leveraging Momos’ unified feedback management solution, EN Group automated a manual and resource-intensive process with AI to accurately track and measure customer sentiment.

“

We used to take at least 1-2 working days consolidating reviews data across all 50 outlets for our weekly reporting to Management but ever since we’ve come onboard with Momos, the time spent has been greatly reduced to just 2 hours! Really appreciate the concise and insightful data your product has built.

Jamie

Head of Marketing

Brand Overview

Locations: 50+

Momos Partner Since: 2022

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The Challenge

EN Group is a multi-brand concept with more than 10 brands in its portfolio, grappling with a time-consuming process of consolidating feedback from delivery platforms and online channels. They wanted to stay on top of what was happening across all of their customer interactions, and more importantly, which actions to take based on their customer feedback.

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The Solution

EN Group transitioned to the Momos unified feedback system with AI-powered responses that were accessible in a single intuitive dashboard. This streamlined approach allowed the brand to generate substantial time savings, acquire thousands of new customer profiles, and reallocate efforts to mission-critical tasks beyond feedback management.

>98%

customer response rate

150

hours saved monthly

20,000

new customers acquired

The Brand

EN Group, a prominent Japanese restaurant chain, is known for bringing Okinawan and Japanese cuisine to Singapore and beyond. However, with multiple brands across 50+ locations, they struggled to handle customer feedback and review responses in real time. The increasing volume of customer data presented a challenge for four brand managers, creating a disconnect in improving customer experience and driving repeat visits.

The brand decided to implement Momos as its Customer Experience Management (CXM) solution. Their goal was to unlock an accurate understanding of all customer interactions to grow their digital footprint and top-line sales.

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The Challenge

Before 2022, EN Group had to manually consolidate hundreds of daily reviews across Google and multiple delivery platforms, followed by hours of generating reports. This process was resource-intensive, and the bloated feedback management process was just not helpful in improving the customer experience.

There was a clear need to get the full context across all customer interactions and improve their marketing efficiency.

The Solution

Momos introduced a consolidated feedback system, featuring automated AI-powered review responses across all of EN Group’s brand profiles.

All of their customer interactions, including reviews, feedback, and complaints, were finally accessible from a single, intuitive dashboard. Momos Insights leveraged the consolidated data to highlight keyword trends and segment customer satisfaction across a brand and location level. This streamlined approach eliminated the need to switch between multiple platforms and provided unprecedented visibility across their entire customer base and 50+ locations.

The rehaul of the feedback management process translated to roughly 10 hours saved per week for brand managers, redirecting their efforts to other critical areas like seasonal menu and promotional campaign planning.

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The Results

Implementing Momos as a CXM solution improved EN Group's workflow efficiency, specifically how they engaged with existing customers and acquired new profiles.

EN Group received over 98% response rate across all their channels, consolidating over 12,000 customer interactions every quarter while unlocking 450 hours in time savings. Momos Analytics summarized trends and keywords in a single dashboard, enabling management to prioritize what’s working.

By consistently engaging with their customers, the business saw a surge in 4-5 star reviews. This led to a 10% growth in monthly online ratings, raising their average score from 4.3 to 4.7 out of 5.

An improved online reputation significantly increased the brand's visibility on Google searches and attracted new customers. As a result, EN Group's online presence led to the acquisition of over 20,000 new customer profiles annually, contributing to the expansion of their customer base.