White Castle’s Secret Recipe: Social Listening That Delivers Results

White Castle, the iconic American fast-food chain, has been serving up its famous sliders since 1921. Over the years, it’s built a loyal fan base with a deep love for delicious burgers. But even with a history that spans over a century, White Castle knows there’s always room to grow and connect with customers in meaningful ways. That’s where social media listening steps in.

We spoke with Jayci Haase, Social Community Supervisor at White Castle, to learn how the brand uses YouScan to turn online chatter into actionable insights. 

This case study highlights how White Castle leverages YouScan to monitor customer sentiment, uncover actionable insights, and enhance team collaboration.

Why Social Media Listening Matters to White Castle

Social media listening has become an important tool for White Castle, helping the team better understand their audience and adapt to evolving customer needs. Jayci plays a pivotal role in this process.

With data to guide them, the team can address customer needs and make informed decisions.

White Castle’s Favorite YouScan Features

White Castle has found several YouScan tools especially helpful in streamlining its social media efforts and uncovering valuable insights. 

Here’s a closer look at the features that have become favorites for Jayci:

• Filters: Managing a constant stream of social media mentions can be overwhelming, but the Filters feature makes it easy to focus on the most relevant conversations. Whether tracking feedback on a new campaign or monitoring product mentions, Filters allow Jayci to cut through the noise and concentrate on what truly matters.

• Sentiment Detection: This tool helps Jayci monitor customer sentiment by identifying shifts in their attitude, revealing whether updates or campaigns resonate with the audience.

• Insights Copilot: Summarizing data can be time-consuming, but YouScan’s AI chat bot converts it into clear, actionable takeaways in seconds. It’s perfect for compiling feedback and preparing reports for the team.

• Dashboards: Dashboards turn raw data into a visual story, making it easy for Jayci to share trends and insights with internal teams in a digestible format.

Let’s explore how these tools support White Castle in detail.

How Did YouScan Help Improve White Castle’s App Experience?

Releasing a major app update is no small task, and understanding customer reactions is crucial. White Castle leveraged YouScan to guide the process and ensure their decisions were data-driven.

1. Sentiment Detection: Spotting Trends in Real-Time

With YouScan, Jayci monitored sentiment changes before and after the update, identifying trends and providing meaningful data to the app team. She pinpointed key issues like glitches while also showcasing the features customers appreciated most. This balanced perspective allowed the team to prioritize updates while celebrating successes.

2. Insights Copilot: Simplifying Feedback Summaries

When White Castle released a major app update, Insights Copilot became a critical resource for summarizing customer feedback. 

This feature enabled Jayci to identify recurring pain points and highlight positive feedback, making it easier to share actionable insights with the app development team.

3. Dashboards: Bringing Teams on the Same Page

YouScan’s dashboards have been a huge help for sharing insights across teams. Jayci created a dashboard specifically for app reviews, allowing internal teams to track sentiment trends over time. 

While Jayci primarily uses filters for her work, the dashboards provide a structured way to present data to stakeholders.

Brand managers and team leads rely on these dashboards to stay informed about campaign performance, product feedback, and overall sentiment. 

Getting to Know the Audience Better

Before YouScan, White Castle’s understanding of its customers was limited to direct interactions on social media. Now, Jayci can uncover broader conversations and build detailed customer personas.

These insights help White Castle’s leadership and marketing teams better understand their customers’ interests, professions, and behaviors.

Shaping Content Strategy with Social Listening

Social listening has also been helpful for shaping White Castle’s content strategy, finding new ideas, and stepping out of the box. By analyzing trends on platforms like TikTok, Jayci discovered the importance of authentic, less polished content.

Using insights from YouScan, Jayci has shifted White Castle’s content strategy toward more agile, food-focused content that aligns with current trends.

Looking Ahead: Social Listening’s Role at White Castle

From supporting app development to shaping marketing campaigns, YouScan helps White Castle adapt quickly to real-time feedback, foster collaboration across internal teams, and deliver insights that drive smarter decision-making.

Jayci envisions an even greater role for social listening at White Castle. 

With plans to refine workflows and deepen insights for teams like business intelligence and operations, White Castle is well-positioned to continue leveraging YouScan to benefit both the business and its customers.

With tools like YouScan, White Castle demonstrates how a brand can stay connected to its audience, be innovative, and customer-focused.