Founded in 1986, Five Guys is a family-run business that likes to keep things simple. Fresh, fully customizable burgers and fries with above-and-beyond customer service, in a super clean restaurant. With over 1,800 locations worldwide, the brand has become a firm favorite with burger lovers.
In the UK alone, Five Guys has 150 locations, and managing the facts about the brand online was a complex task. "When I first joined the business, we had a location listings issue. I had store managers telling me that they couldn't find their location on Google or Apple Maps. That was a red flag," said Paul Hamilton, Brand Director at Five Guys JV. "We knew that two-thirds of people who click for directions end up in the store. If you're not providing that call to action, you're not driving footfall."
Five Guys also needed a powerful solution that would help it to manage the thousands of reviews it receives. Before using Yext, the business had no way to assess the overarching sentiment of the reviews or address any pressing issues that might be occurring in one store. It also needed a way to respond to reviews centrally across multiple platforms, in order to ease operational strain and boost consistency across the business.