AmRest: AI Catches Customer Issues Early

AmRest is Europe's fastest-growing restaurant company with over 30 years of experience. They operate some of the world's most beloved brands – KFC, Starbucks, Pizza Hut, Burger King, La Tagliatella, blue frog, and Sushi Shop – across hundreds of locations throughout Europe.

With so many brands and locations to manage, AmRest needed better visibility into what competitors were doing with pricing and how customers were responding to changes in the market.

Key business challenges:

1. Understanding Competitor Pricing During Inflation When inflation hit, AmRest needed to know: How are competitors adjusting their prices across food delivery platforms (Just Eat, Bolt, Wolt, Glovo, Uber Eats)? And more importantly, how are customers reacting to these price changes in their reviews?

2. Declining Sales in France Sales were dropping significantly in the French market, but AmRest couldn't pinpoint why. Traditional market research was too slow to identify what competitors were doing differently or what customers really thought.

3. Always Playing Catch-Up Without proper data, AmRest was constantly reacting to market changes after they'd already happened. By the time they adjusted pricing or promotions, competitors had already moved on to the next strategy.

4. No Clear Picture of Customer Sentiment AmRest had hundreds of locations but no systematic way to track what customers were saying about them versus competitors. Problems at specific locations often went unnoticed until they became serious issues.

Digital Reputation IQ for HoReCa

• Real-time sentiment analysis of customer reviews using BERT-based NLP models
• Keyword classification for price, delivery, food quality, and service-related feedback
• Review monitoring across Google Maps and food delivery platforms
• Customer sentiment tracking for AmRest locations vs. competitors

Menu Price Intelligence

• Automated monitoring of competitor pricing across food delivery platforms (Just Eat, Bolt, Wolt, Glovo, Uber Eats)
• Pricing tracking for pizza chain competitors (Dominos, Pizzeria 105, Dagrasso)
• Promotional monitoring across competitor websites and platforms
• Regular data delivery for pricing strategy teams

Market Planning Intelligence

• Competitor location identification for existing and new restaurant openings
• Traffic generator mapping (Żabka convenience stores, pharmacies, cinemas, boutiques, galleries)
• Location analysis to support expansion decisions

1. Complete Data Setup Without IT Hassle

We set up our web data collection and analytics platform without AmRest's IT team needing to do anything. We handle everything from collecting the data to delivering insights through easy-to-use dashboards.

2. Real-Time Market Tracking (Nowcasting)

Instead of looking at what happened last month, we track what's happening right now. When competitors change prices or customers start complaining about something, AmRest knows immediately and can respond quickly.

3. Data from Multiple Sources

We pull information from:

• Google Maps reviews and ratings
• All major food delivery platforms
• Competitor websites
• Location databases

4. Custom Dashboard for Daily Use

We built a dashboard that the Customer Care team uses every day, tracking specific keyword categories that AmRest identified as most valuable:

• Price-related keywords: expensive, cheap, overpriced, promotions
• Delivery-related keywords: delivery, time, long, short, quick, quickly, wait
• Food-quality keywords: bitter, fresh, salty, raw, tasty, stale, recommend, delicious, tasteless
• Service-quality keywords: unpleasant, care, cultural, helpful, help

Better Operations

AmRest's pricing teams now spend 60% less time gathering market data manually, so they can focus on actually implementing new strategies.

Happier Customers

Locations that used our customer feedback insights saw their Google Maps ratings improve by 0.2-0.4 points within 2-3 months after making targeted improvements.

Smarter Investment Decisions

Our competitor location analysis and traffic generator identification supported AmRest's market entry and remodeling processes, helping them make investment decisions with greater confidence and minimize risks of poor location choices.

Daily Usage & Continued Partnership

• 25 people in AmRest's Customer Care team use our dashboard daily for quick problem identification and trend analysis
• Zero cancellations – AmRest has continued expanding our collaboration across multiple phases
• Projects are ongoing and have been modified/expanded but never churned

More Responsive Pricing Teams

Pricing teams now use our data to build their own analytical dashboards and make decisions about:

• Price updates across different countries and cities
• Promotion calibration relative to competitor moves
• A/B testing of pricing strategies depending on location and day of the week

This partnership shows how good market intelligence creates value in ways that go beyond just saving money:

Faster Response: When something changes in the market, AmRest can react immediately instead of weeks later.

Less Risk: Better data about competitors and markets means smarter decisions about new restaurant locations.

Better Customer Experience: Data-driven improvements directly lead to higher customer satisfaction.

Market Advantage: Having comprehensive market data that competitors can't easily get.

Ready to transform your market intelligence capabilities? Discover how our AI-powered web data analytics can give your business the competitive edge it needs.