The 1950s-style diner Hwy 55 Burgers Shakes & Fries is dedicated to customer service.
Andy Moore, director of communications at Hwy 55, says that using customer feedback data has helped the expanding franchise improve operations.
“Reviews are becoming increasingly important, to the point now where it’s one of the major things we look at when we’re trying to find really good customer feedback,” he says in an interview with the American Marketing Association. “We primarily go into smaller communities and try to become the go-to burger joint, and we really rely a lot on repeat visits. One bad experience can wreck customer loyalty for a long time.”