The Challenge
A nationwide sandwich chain received thousands of online customer comments each year—covering friendliness, speed, food quality, and overall satisfaction. The pain points:
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Hard to collect, route, and respond to reviews at scale
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Franchisees/managers needed timely, location-specific feedback
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Survey results lived outside existing performance systems
The brand needed an automated, centralized way to turn feedback into action—fast.
The Objective
Partner with Confero to:
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Centralize and manage online comment card feedback
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Route customer input to the right managers and franchisees automatically
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Provide company-wide reporting with drill-downs to region/store
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Unify survey data with mystery shopping results for a complete picture
Our Approach
Confero deployed Compass, our unified reporting platform:
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Automated Imports: Online comment cards from the website feed into Compass on a schedule
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Survey Integration: Customer survey results flow in seamlessly
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Targeted Distribution: Feedback is automatically delivered to the right owner for action
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Unified Insights: Stores using Confero mystery shopping see comment cards + shop results together
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Robust Reporting: Leaders analyze at corporate, regional, and store levels
The Results
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Streamlined Management: Managers and franchisees received timely, actionable insights
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Complete Visibility: Compass combined comment cards + mystery shops for a 360° CX view
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Faster Response: Pain points were addressed quickly; positives fueled recognition
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Strategic Decisions: Trend reporting supported smarter, data-driven actions across the network
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Competitive Edge: What was once fragmented became an operational advantage
The Success
By integrating online comment cards into Compass, the chain transformed raw feedback into a performance engine. Managers gained immediate access to the right data, enabling faster fixes, better recognition, and stronger customer loyalty—system-wide.
Key Takeaway
Confero helps national restaurant and franchise brands unify customer feedback and mystery shopping into one, easy-to-use system. With Compass, businesses act faster, decide smarter, and elevate brand performance.
👉 Contact Confero to see how Compass can simplify feedback management for your brand.
Learn more about how Confero helps businesses reward franchisee employees in 5 Tips for Improving Employee Prize Programs.
