Getting customer feedback is helpful for businesses, right? Yes, when those customer comments and reviews can be acted on and solutions found. Managing feedback can be a challenge across franchises with many systems. Confero helped a large nationwide sandwich chain navigate their feedback challenges successfully.
Challenge:
A large, nationwide sandwich chain sought an efficient method to manage, distribute, and respond to the high volume of online customer comments received annually. So, the company needed an automated solution to streamline the process of reading and replying to customer feedback.
Approach:
Confero’s Compass system was identified as an ideal solution to address the company’s comment card challenges. So, a process was developed to regularly import online comments from the company’s website into Confero’s system.
Solution:
Customers visiting the fast-casual restaurant’s online comment card completed and submitted surveys. Therefore, Confero developed a solution that facilitated the seamless flow of survey results into the Compass system, enabling distribution to appropriate managers and subsequent analysis.
Results:
Once integrated into Confero’s system, franchisees and managers could view customer feedback, including scores on areas such as friendliness, prompt service, food quality, and likelihood to recommend. Franchisees utilizing Confero’s mystery shopping services benefited from a unified system to access results from both types of research. Confero’s robust reporting capabilities provided company-wide insights and allowed for detailed analysis at regional or individual location levels.
Customer Feedback Matters
It also matters that it is acted upon when pain points are shared. Still, transmitting information in a timely manner to franchises can be challenging. Thus, Confero helped streamline this process for a nationwide sandwich chain. What once was a pain point has become a powerful differentiator as they quickly act to reward good reviews and remedy challenges shared.
Learn more about how Confero helps businesses reward franchisee employees in 5 Tips for Improving Employee Prize Programs.
