Success story · Coffee shops and chocolate shops
How Cacau Show centralized the voice of the customer across 4,465 stores and transformed reputation into measurable performance, store by store.
4,3 → 4,6
Google Note
+197%
Positive reviews
3.6M+
Routes in 2025
Discover CACAU SHOW
Cacau Show is the largest fine chocolate chain in Brazil, with 4,465 stores distributed throughout the country. Focused on franchises, the brand faces the challenge of maintaining a consistent digital presence, reputation, and customer experience at scale, unit by unit.
Before Harmo, each franchisee managed their reputation independently, without standardization, consolidated data, or a holistic view. Transforming this scenario required a platform that centralized everything, from individual evaluation to network intelligence.
Sector
Cafeterias and Chocolate Shops
Franchises · National
Size
4,465 stores
Largest chocolate chain
Partnership
Since 2023
2+ years of results
CHOCOLATE
42 thousand tons
Of chocolate produced per year
What was the situation BEFORE HARMO?
Without a centralized vision, the customer's voice remained unspoken
When you manage a network the size of Cacau Show, having visibility into the customer experience in each unit is no longer just important, it becomes strategic. The brand lacked a centralized view of customer perception, which made it difficult to quickly identify which operations needed attention and what opportunities for improvement existed in each unit.
Rating 4.3 with no prospect of improvement
Without consolidated data per store, it was impossible to know where to focus. The network's average rating remained stagnant without a system to show the way.
No standardization among franchisees
Each franchisee managed their own operations. It was very diverse, not standardized at all, with no set response or activation pattern.
100,000+ reviews with no system to process them
Since 2023, the accumulated volume made any manual management impossible. The scale of the network demanded an infrastructure, not a spreadsheet.
4,465 profiles without centralized governance
Google Business Profiles lack standardization, structure, and governance across all franchise units.
RESULTS
4,465 stores. One system. Results felt by the entire network.
POSITIVE
+197%
Increase in positive reviews
From 83% to 91% of the total reviews received.
REPUTATION
4,6
Average rating on Google · match 4.3
Continuous evolution since the beginning of the partnership in 2023.
drive-to-store
3.6M+
Route requests in 2025.
An additional 199,497 compared to the previous year.
History
100k+
Cumulative ratings since 2023
Managed by a lean team with support from Harmo.
relationship
98,4%
Response rate to evaluations
The only company with this response rate in its sector.
activation
41%
Converting promoters into Google reviews
4 out of 10 activated customers responded.
IN THE VOICE OF THE CUSTOMER
"I highly recommend it!"
Cacau Show · SILVER · Reputation Awards 2026
Recognition of excellence in reputation management
Cacau Show was recognized with a Silver award in the Reputation Awards 2026 in the Coffee Shops and Chocolate Shops category, validating the transformation of a fragmented operation into a centralized reputation system that generates measurable performance store by store.
Your network could be the next case study
Speak with a specialist and see how Harmo can transform your network's reputation into measurable performance, store by store.