Success story · Coffee shops and chocolate shops
How Café Cultura transformed Google reviews into a steady stream of customers, with a lean team, 51 locations, and over 3 years of partnership with Harmo.
4,1 → 4,7
Google Note
+20%
Routes
70%
Conversion of promoters
Discover Café Cultura
Founded in 2004 in Florianópolis, Café Cultura is a benchmark for specialty coffees and welcoming environments. Originating in Lagoa da Conceição, the brand grew rapidly, becoming a successful franchise that currently has more than 51 locations. Focusing on quality and innovation, Café Cultura offers a complete experience, from its own roasting facilities to a diverse menu of food and beverages.
Sector
Cafeterias and Chocolate Shops
Franchises · National
Size
51 locations
Franchise network
Partnership
Since 2021
Over 3 years of consistent results
CUPS
7 million
Cups of coffee sold per year
What was the situation BEFORE HARMO?
Without a system, reputation was just image
Every ignored review is a purchase decision that goes to the competitor. Every generic response is a missed opportunity to build reputation. In a franchise network, a mistake in one unit affects them all. Café Cultura joined Harmo in 2021 with an average rating of 4.1 stars and a clear challenge: managing the volume of reviews from 51 units with a lean team, without losing the quality and personalization of each response.
Rating stuck at 4.1 stars
The volume of reviews was insufficient to support the rating. Each negative review weighed too heavily on the network's overall score.
Google profiles scattered and without governance
Google Business Profile without a standard, without optimization, and with low local organic ranking.
No mechanism for customer promoter to become advertisement
The satisfied customer would leave quietly. Without a recurring lawsuit, the network's best advertisement remained locked inside the store.
Ignored review = lost purchase decision
In a franchise network, a mistake in one unit affects the entire brand. A generic response is a missed opportunity
RESULTS
Café Cultura has implemented a system that transforms reputation into a measurable asset
DISCOVERY
+65%
Increase in Google views
Result of profile optimization and local SEO.
REPUTATION
4,7
Average rating on Google · match 4.1
+0.6 stars in the aggregate of 51 stores.
Local SEO
1st place
Indirect search for "cafeterias"
Starting from 3rd to 1st place.
drive to store
+20%
Increase in route requests
A direct sign of intent to visit a physical store.
relationship
+96,4%
Response rate to evaluations
In all units of the network, this is the result of a centralized process.
activation
+70%
Converting promoters into Google reviews
7 out of 10 satisfied customers post reviews.
IN THE VOICE OF THE CUSTOMER
"The best store is the one with the highest rating."
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.