Brunch, Reviews, and Reputation: How Turning Point Leveraged Superorder to Drive a 60% Surge in Guest Feedback
Background
Turning Point Restaurants, founded by Kirk Ruoff in 1998, has earned national acclaim for reinventing daytime dining. With 32 locations across the East Coast and plans to expand to 45 by year’s end, Turning Point continues to win over guests with its homey atmosphere and award-winning brunch.
Yet, with rapid growth and heightened brand visibility following its FSR Magazine Breakout Brand of the Year recognition, maintaining consistency in customer feedback and reputation management became critical. That’s when Turning Point turned to Superorder.
Problem
As Turning Point scaled, they encountered new reputation challenges:
- Inconsistent Feedback Collection: Manual or ad-hoc efforts limited insights across locations.
- Limited Visibility Across Channels: Fragmented reviews on various platforms made it hard to see the full picture.
- Delayed Guest Recovery: Without real-time data, it was difficult to address concerns before they escalated publicly.
Solution
Turning Point implemented Superorder’s AI-Powered Guest Communication Platform, transforming the way feedback was captured, understood, and acted upon:
Reviews from Google and third-party platforms were aggregated into one dashboard. Superorder’s AI tools helped identify sentiment trends, friction points, and operational wins—enabling the team to act immediately.
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In just 45 days, Turning Point saw a 23% increase in weekly Google reviews and a 60% overall spike in review volume, culminating in a brand-wide Google rating of 4.5 stars.
We’ve always believed that our ability to scale starts with how well we understand and serve our guests. Partnering with Superorder gives us the tools to stay ahead of the curve—ensuring every interaction, every visit, and every review reflects the heart of our brand.
Partnering with Superorder gives us the tools to stay ahead of the curve—ensuring every interaction, every visit, and every review reflects the heart of our brand.
Results
Boosted brand perception and guest trust across all locations through prompt feedback action.
Enhanced digital visibility and social proof from thousands of new guest reviews.
