Case study · Retail & Consumer Goods

Turning social listening into product and customer insight for a pizza chain

How Trellist works as an extension of a pizza chain's team, running social listening for product and customer experience research, building custom metrics for leadership, supporting launches with reporting, and structuring social customer care.

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Client: Global pizza delivery chain
Industry: Retail & Consumer Goods
Services: Revenue & Marketing Operations Campaign Operations Customer Intelligence & Data

The challenge

Our client's customers talk about its products every day across social channels. The company wanted to turn that conversation into research it could act on, for both product and customer experience.

Raw social data does not answer business questions on its own. Leadership needed metrics that showed how products were performing, campaigns needed ongoing insight, and customer care on social needed a clear structure.

What we did

Trellist has managed the client's social channels since 2018, working as an extension of its team.

Social listening technology. We led the implementation of social listening for in-depth product and customer experience research.
Custom metrics for leadership. We developed metrics that help the business evaluate key changes in product performance and report them back to leadership.
Launch support. We support ad campaigns and product launches with ongoing reporting, insights, and optimizations.
Social customer care. We are leading a new initiative to set up the structure for customer care through social media representatives.