Starfoods Group is one of Portugal’s most dynamic multi-brand restaurant operators, with more than 60 locations nationwide. The portfolio includes Companhia, Loja das Sopas, Selfish, Basílico, Bifanas de Vendas Novas, and Ti Catarina – each offering a unique concept, customer base, and brand identity. As the group expanded, managing its digital presence and customer engagement consistently across so many locations became increasingly complex.
By partnering with Pluspoint, Starfoods streamlined how it managed online profiles, customer reviews, and feedback while also introducing new ways to engage guests with promotions and surveys – all from one centralized platform.
Challenges
- Time-consuming processes. Updating profiles and replying to reviews across dozens of locations required significant manual effort.
- Limited customer reviews. With only around 20 reviews per month and a 2.8 average rating, customer feedback did not reflect the quality of the group’s dining experiences.
- Unstructured feedback collection. Beyond public reviews, Starfoods lacked an easy, convenient way to collect customer feedback inside the restaurant or through its app.
- Low customer engagement. Running promotions across multiple brands and regions was difficult without a centralized omni-channel solution.
Objectives
- Bring all online location profiles under one system for accurate, consistent management.
- Increase review volume and improve average ratings, while ensuring timely, personalized responses.
- Collect structured guest feedback and customer complaints both in-store and digitally.
- Automate promotional messaging campaigns across brands and locations.
- Drive organic growth through stronger online presence and brand reputation.
The Solution
- Centralized Listings. All locations were managed in one system, enabling fast, accurate updates across Google and Facebook.
- AI Review Replies. Reviews from every location were handled in one inbox. A custom-trained AI responded in a way that was consistent with the brand voice while adding personalization to keep the human feel.
- Surveys via QR Codes & App. Guests could share feedback instantly in-store via QR codes or later through the mobile app. Responses flowed into NPS tracking and generated actionable insights.
- Complaint Management & NPS. Structured workflows ensured complaints were logged, resolved, and analyzed. NPS scores offered a clear view of customer loyalty trends.
- SMS & WhatsApp Campaigns. Automated campaigns delivered targeted promotions and updates, keeping customers engaged well beyond their visits.
Results
- Better ratings: Average ratings rose sharply, climbing from 2.8 to 4.8.
- More reviews: Review volume increased 16×, growing from ~20/month to ~320/month.
- More engaged customers: Consistent AI-powered replies, surveys, and campaigns built stronger customer relationships and drove repeat engagement.
- Online traffic growth: Google profile views increased from 32,000 to 88,000 (+175%) because all of the above improvements combined improved their local SEO, which leads to sustained growth in both visitors and sales.
About Pluspoint
Pluspoint helps multi-location groups or franchises manage online profiles with AI, resolve complaints, boost reviews, and run automated campaigns to keep customers engaged and loyal. Our solution integrates directly with Google, Instagram, WhatsApp, iFood, and more than 50 additional platforms and publishers. It is the leading solution in LATAM and Western Europe for managing customer engagement and online reputation management for hospitality brands.
If your brand is struggling with too few or negative reviews, spending too much time on profile management, or finding it hard to keep customers engaged, Pluspoint can help. Let’s review your current situation together and outline a tailored roadmap for your brand by scheduling a conversation here.
