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Case Study
Romulus Restaurant Group
How the largest IHOP Franchisee achieved 94% Review Response Rate and 22% Rating Improvement while saving 450+ hours monthly across all locations
The Problem:
Romulus Restaurant Group, the largest franchisee and developer of IHOP restaurants, was struggling with reputation management across multiple locations. With only a .02% review response rate, they were operating in pure recovery mode, addressing only critical negative reviews rather than engaging with their entire guest community.
.02%
Review response rate
3.6 Stars
Overall Brand Star Rating
The partnership enabled a complete shift from guest recovery to guest engagement, creating meaningful connections while saving hundreds of hours monthly.
The Solution:
Partner with Marqii to implement Managed Review Response services using industry-specific expertise and AI technology. Marqii provided personalized responses to each review while maintaining brand tone, while providing critical flags for urgent issues and comprehensive analytics across all locations.
The Results:
450
Hours Saved per month
Almost 3 weeks
94%
Review response rate
from .02%
22%
Rating Improvement
3.6 to 4.4 stars
28K
Reviews managed
"We're spending all this money on marketing to drive new business, bring back returning customers, and reintroduce our brand to those who haven't visited in a while. Marqii gives us feedback on how we're actually performing, which helps us continually improve. It's a solution that helps any restaurant evaluate what's happening—whether you have 1 store, 10 stores, or are managing 118 locations like we do."
- Chris Sumners, CEO of Franchise Operations, Romulus Restaurant Group
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