Paprica Burger is a growing Brazilian street-food group operating under three brands — Paprica Burger, Munch Smash Burgers, and De Paulina — with nine locations across dine-in and delivery. As the group expanded, its online presence became fragmented. Each location and brand had separate profiles, inconsistent information, and unstructured review management across Google and iFood.
With competition intensifying and customer expectations rising, Paprica Burger needed a unified approach to review management, reputation management, online listings, and local SEO to drive loyalty and reduce dependence on delivery platforms.
Challenges
Paprica Burger faced several operational and growth constraints:
- Customer experience varied by brand and location, impacting satisfaction and repeat purchases.
- Loyalty was difficult to build with delivery-first customer interactions.
- Online listings across locations were incomplete, inconsistent, or unverified.
- Reviews were unmanaged, resulting in lost opportunities to improve reputation.
- Teams used multiple tools and manual processes, slowing response times and creating operational overhead.
Objectives
The group set out to:
- Improve customer experience, increasing satisfaction and repeat orders.
- Strengthen online presence and reduce over-reliance on delivery marketplaces.
- Enhance online reputation through structured review management.
- Consolidate tools and automate workflows to streamline operations.
Solution
Pluspoint deployed an integrated approach across all three brands:
1. Cleaning and Optimizing Online Profiles
- Verified and standardized all profiles on Google.
- Created service-area business listings for delivery-only brands.
- Completed missing information and enhanced profiles with consistent branding.
- Implemented centralized, automated synchronization across all locations through Pluspoint’s listings engine.
2. Improving Customer Experience and Satisfaction
- Launched customer satisfaction surveys to collect structured feedback.
- Directed satisfied customers to leave reviews on Google, driving organic reputation growth.
- Activated notifications for unsatisfied customers, allowing teams to resolve complaints quickly.
3. Automating Customer Engagement
- Set up automated WhatsApp campaigns offering promotions for customers who completed surveys.
- Configured win-back flows targeting customers who left negative feedback.
- Ran one-off messaging campaigns announcing new menu items and promotions.
4. Automating Review Management
- Enabled AI-powered auto-replies to reviews on Google, TripAdvisor and iFood, ensuring fast, consistent responses.
- Consolidated all review monitoring into a single inbox, eliminating manual work across platforms.
Results
The impact was immediate and measurable:
- +1,200 monthly visits driven by newly verified and optimized listings.
- 500% increase in Google reviews, from 51 to 254 per month.
- Customer satisfaction surged, achieving an NPS of 88% and an average review rating increase by +0.7.
- Paprica Burger saved over 100 hours per month previously spent on monitoring and responding to reviews.
"Pluspoint helped us bring in more reviews and stay closer to our guests. We’ve seen people returning more often, and handling feedback day-to-day became much simpler for our team." – Wanderson Silva, Operations Manager, Paprica Burger
About Pluspoint
Pluspoint was built for brands that operate in the real world — restaurants, clinics, retailers, and local service providers that depend on being found, chosen, and trusted. As customer journeys shifted online, many multi-location businesses found themselves juggling scattered listings, unmanaged reviews, and complicated processes just to keep their presence consistent.
We created Pluspoint to solve that problem. Our platform brings review management, online listings, reputation management, and local SEO into one place, making it easier for teams to stay visible, monitor feedback, and deliver a better customer experience at scale. Today, Pluspoint helps companies like Paprica Burger focus on growth instead of manual work.
Start your journey toward stronger online reputation and better customer experience by completing our free listings audit.
