In 2014, a large, nationwide sandwich chain was spending considerable time gathering information on customer experience from several reporting places. Confero was already providing mystery shopping data, and they needed a solution where they could review customer feedback on the same system. It was agreed that this sandwich chain would benefit from one reporting system. Additionally, putting customer surveys and customer contacts would improve customer relations and employee management of them.
This would allow managers an easy way to keep track of both types of research. Confero had the perfect solution, one that could manage reporting for the firm’s online comment cards, so that results could be viewed side by side with mystery shopping data.
Customers offer feedback on things such as food quality and friendliness, service, and overall experience. By using the website’s Contact Us section, then clicking submit. The results from all submissions then feed into Confero’s reporting system daily. There a survey that mirrors the online comment card is housed. This system sends managers and franchisees an email each time an online comment card is submitted for one of their locations.
Each survey response is scored automatically by Confero’s system, allowing managers to view locations’ averages over time. No separate report creation is required by the restaurant company as all reporting is built into Confero’s robust reporting. The program has continued.
As comment card questions and locations have changed, Confero has offered flexibility to enact the revisions quickly. The end result is an easier, faster and more efficient way for the restaurant chain to manage feedback. Additionally, it enables them to act on customer feedback much more quickly. As you can easily see, this sandwich chain benefits from one reporting system Confero designed.
Learn more about how Confero has helped other businesses overcome challenges by clicking here.
