About Foodmark
Foodmark, a division of the Landmark Group, operates beloved restaurant brands across the GCC, including Carluccio's, Zafran, Max’s Restaurant, Max’s All About Chicken, and Chi’ Zen.
With a portfolio of internationally-franchised and local concepts, Foodmark is dedicated to delivering authentic casual-dining experiences and exceptional guest experiences at every touchpoint.
The Challenge
As Foodmark expanded across the region, the marketing team faced several hurdles:
- Manual review management: Checking and responding to reviews on Google, Zomato, TripAdvisor, Facebook, and Talabat was unsustainable.
- High review volume: Growing number of brands and locations made manual responses impossible to scale.
- Fragmented platforms: Customers used multiple sites to leave feedback, increasing pressure on the in-house team.
- Inefficient reporting: Tracking star ratings, review counts, and response rates via Excel was time-consuming and prone to error.
The team needed:
- A centralized system to monitor and respond to reviews across all brands and locations
- A more efficient way to respond to both positive and negative reviews
- Automated reporting to track star ratings, review counts, and team performance
The Solution
Foodmark implemented Localyser, a platform that aggregates all online reviews into one easy-to-use dashboard.
Here’s how it worked:
- Connected all locations and brand profiles across multiple review platforms
- Automatically populated a centralized dashboard with all reviews for each brand and location
- Provided pre-written response templates for both positive and negative reviews, tailored to sentiment
- Enabled faster and more consistent responses across all platforms
- Offered visual reporting tools for average star ratings, review counts, and response trends
This streamlined process allowed the team to respond to more reviews efficiently and focus on extracting actionable insights to improve guest experiences.
The Results
Within one week of onboarding:
- Drastically reduced response time to reviews
- Never missed a review thanks to email alerts
- Responding became easier and more consistent
Within one month:
- +50% increase in overall review response rate
- All negative reviews addressed promptly
- Marketing team focused on actionable insights rather than manual management
- Achieved improved online and offline guest experiences without additional resources
