Amplifying Aloha: L&L Hawaiian Barbecue Drives 16% Review Growth and Higher Ratings with Superorder
Background
Founded in Honolulu as L&L Dairy in 1952, Eddie Flores, Jr. and Johnson Kam, both immigrants from China, acquired L&L in 1976. With Hawaii as the home of the Plate Lunch, they grew the business from the islands and it became one of the most popular and successful chains serving fresh plate lunches in big plates and bold flavors. In 1999, the co-founders introduced the L&L brand of Hawaii plate lunches to the continental United States and rebranded the franchise to what it is known today as L&L Hawaiian Barbecue.
Problem
Before implementing Superorder's integrated Survey and Review Management platform, L&L Hawaiian Barbecue encountered significant operational challenges:
- Fragmented and Low-Performance Systems: L&L Hawaiian Barbecue was relying on non-enterprise tools that lacked the structure and scalability to drive meaningful results across locations. Performance was inconsistent and impact was limited.
- Unmanageable Guest Feedback: With feedback pouring in across multiple platforms, the team was overwhelmed and unable to effectively respond or engage with customer concerns.
- No Operational Visibility: Without clear, centralized insights, the team struggled to identify issues, track trends, or make informed operational decisions to improve the guest experience.
Solution
L&L Hawaiian Barbecue partnered with Superorder to implement an enterprise grade feedback management system featuring two powerful components:
Superorder's intelligent surveys captured customer sentiment through targeted feedback collection resulting in roughly 2,000 of completed surveys monthly.
Superorder's review platform consolidated reviews from Google, DoorDash, Uber Eats, and Grubhub into a unified dashboard. The AI-driven system enabled L&L Hawaiian Barbecue to efficiently manage and respond to over 12,000 reviews monthly with personalized, contextually appropriate responses.
Superorder surfaced clear, actionable insights around negative feedback trends, enabling L&L to quickly identify root causes, recover at-risk customers, and improve operational gaps at the store level.
Superorder has transformed how we manage guest feedback and experiences across our 230+ locations. It’s the enterprise solution we very much needed, built to scale with us. The AI platform handles hundreds of thousands of reviews, helping us maintain strong ratings, with 92% of feedback now landing at 4 or 5 stars. From the first month, guest sentiment meaningfully improved and continues to trend up. Superorder has freed our team to focus on what we do best, serving great plate lunch, while ensuring every customer voice is heard and valued.
Superorder has transformed how we manage guest feedback and experiences across our 230+ locations. It’s the enterprise solution we very much needed, built to scale with us.
Results
Through Superorder's platform, L&L Hawaiian Barbecue achieved remarkable improvements:
By leveraging actionable insights from surveys and reviews, L&L Hawaiian Barbecue maintained an impressive average rating of 4.55 stars across all platforms.
The brand experienced a 16% increase in Google review volume within the first month, significantly boosting their online visibility and credibility.
From their previous tools, using Superorder Surveys increase.
