How Betty’s Burgers transformed customer feedback into online reputation growth

Tools used

• Reputation management

The challenge

Scaling customer experience without losing consistency

As Betty’s Burgers grew to more than 70 locations across Australia, customer feedback increased across multiple platforms—but visibility didn’t.

The team struggled to:

• Maintain a consistent experience across locations
• Identify patterns in customer feedback
• Support franchise owners with clear insights
• Protect the brand’s reputation in a competitive market

Without a centralized view, it was difficult to distinguish one-off issues from broader problems—making it harder to act quickly and confidently.

“The only advice I have for other professionals is that I wish we invested in listening to reviews sooner.”

— Janice Verdan, Marketing, Betty’s Burgers

The solution

A centralized approach to feedback and reputation

Betty’s Burgers unified customer feedback into a single view, giving teams across the business real-time visibility into reviews and sentiment.

Key elements included:

• A centralized dashboard for all review platforms
• Consistent responses to customer feedback
• Alerts for urgent issues and regular performance summaries
• Trend analysis across locations to identify recurring problems

This approach created shared accountability while enabling faster, more informed decisions.

The result

Stronger reputation and more consistent experiences

By acting on customer feedback more effectively, Betty’s achieved:

• 4.51 average star rating
• 88% positive sentiment
• 4,500% growth in review volume

With better insight, the team resolved issues faster, reduced repeat problems, and maintained a consistent experience across locations.

Why it matters

Betty’s Burgers shows that scaling doesn’t require sacrificing customer experience. By centralizing feedback and acting on insights quickly, brands can strengthen loyalty, protect reputation, and grow with confidence.

Transform your online reputation with Rio SEO

See how Rio SEO helps multi-location brands turn customer feedback into actionable insights and measurable results.