A fast casual restaurant chain desired customer feedback which they could easily access in order to drive improvements quickly at its restaurants. They wanted specific feedback in the areas of customer service, cleanliness, thanking and food quality. Confero offered the company an easy way to capture this information on dine-in experiences at over 50 US locations. The Confero team consulted with the team on its needs, and then created a survey. The link to the survey was printed on the receipts, encouraging customers to go online and provide their opinions on their experiences.
The Confero client services manager devised the survey so that each section had its own score and each survey response also had an overall score. Over the three years, over 1,000 customer responses were gathered. While scores overall averaged 85%, more telling were the sectional scores, which seemed to trend up and down. For example, the monthly scores for service ranged from 76% to 86% depending on the month. This data allowed the company to hone in on what was causing the varying services levels during various months and at which locations issues were occurring.
Managers used Confero’s easy to use reporting system to view live, up to the minute survey responses. Better yet, the survey was configured so that if a survey response scored under 85%, the company’s contact would receive an automatic email message or text. This allowed upper management to quickly contact the low scoring location to learn more and discuss an action plan to better future performance. The outcome was a proactive customer service feedback tool for the restaurant chain, making them more adept and faster at improving customer service, food quality and cleanliness at its stores.
