How Baskin Robbins Malaysia tripled Google ratings and achieved 10x ROI in 8 weeks
- Locations: 150
- Momos Partner Since: 2022
- Integrations: Google, In-store + Delivery Channels
.jpeg)
$10k+
40%
>30%
Before partnering with Momos in 2022, our data and reports were scattered across various online platforms, making analysis a manual and time-consuming process. Momos has significantly improved our efficiency, allowing us to redirect our focus to more critical tasks.
Hazim
Head of Customer Service, Success, & Experience
Key Results with Momos
10× return on investment – in under 2 months
40% repeat visits – survey participants returning within 30 days
>30% ratings increase – across Google listings
5,000+ unique customer profiles – collected via surveys and offers
About the Brand
Baskin Robbins Malaysia is a household name with over 150 stores nationwide. Known for its signature 31-flavor legacy, the brand continues to reinvent the customer experience for the modern guest—now powered by AI insights, real-time feedback, and measurable marketing impact.
The Challenge
Baskin Robbins Malaysia needed to improve guest retention, grow its Google ratings, and gather actionable feedback across its 150+ fast-paced locations.
Fragmented data made customer insights hard to act on
Fewer than 3 reviews per store/month left ratings vulnerable
No scalable way to drive repeat visits or promote new products
Existing tools lacked sentiment analysis or deep segmentation
The Solution
The team deployed Momos AI Customer Copilot to capture feedback, automate engagement, and drive retention—all while building a smarter marketing engine from the inside out.
Automate Customer Interactions
Custom QR-coded surveys were distributed via receipts and delivery packaging, with built-in automation to prompt Google reviews for happy guests—or alert staff when sentiment dipped.
Amplify Your Online Presence
With more happy customers leaving reviews, Google ratings soared—tripling in volume and lifting the average by 30%+. The impact was especially valuable for under-reviewed outlets vulnerable to negative reviews.
Discover Customer Insights
Survey responses revealed that 93% of customers had a positive experience, while Momos flagged and enabled winback efforts for the other 7%. These insights helped fine-tune operational decisions and ensure small issues didn’t affect brand reputation.
Retain Your Customers
Survey completion unlocked digital vouchers for future visits, encouraging repeat purchases. Within 30 days, over 40% of respondents returned, turning one-time guests into loyal customers without needing a formal rewards program.
.webp)