Fast Casual Restaurant Chain Improves Customer Feedback with a Real-Time Survey System
The Challenge
A fast casual restaurant chain needed a better way to capture and act on customer feedback—not days later, but as it happens.
Pain points:
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Make it easy for dine-in guests to share feedback
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Track performance consistently across 50+ U.S. locations
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Ensure managers can act quickly on service, cleanliness, thanking, and food-quality issues
The company needed a proactive system with real-time insight—not another inbox of hard-to-sort comments.
The Objective
Partner with Confero to:
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Launch an online, receipt-linked survey that guests can access in seconds
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Capture section scores (service, cleanliness, thanking, food quality) + overall score
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Deliver live reporting and automated alerts so managers can respond immediately
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Surface trends over time for both store-level coaching and system-wide decisions
Our Approach
Confero designed a streamlined customer survey program:
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Receipt-Based Surveys: A short URL/QR on receipts drove guests to a fast, mobile-friendly survey
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Customized Survey Design: Clear sections (service, cleanliness, thanking, food quality) and an overall score
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Data at Scale: Over three years, 1,000+ guest responses collected across the footprint
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Trend Analysis: Monthly service scores typically ranged 76%–86%, revealing seasonal and location-level patterns
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Real-Time Alerts: If a submission scored < 85%, managers received instant email/SMS alerts for same-day action
The Results
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Consistent Tracking: Leadership gained a reliable view of guest sentiment across 50+ stores
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Proactive Management: Sub-85% alerts prompted immediate follow-ups (call-backs, retraining, fixes)
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Trend Insights: Section scores highlighted where and why performance varied, guiding targeted coaching
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Improved Performance: Faster responses led to cleaner dining rooms, better service, more consistent thanking, and stronger food-quality scores
The Success
The chain shifted from reactive problem-solving to proactive improvement. With real-time visibility and automated escalation, managers closed the loop quickly while leadership focused on system-wide consistency and sustained gains.
Key Takeaway
Confero helps restaurant brands capture real-time customer feedback and turn it into actionable improvement. With customized surveys, live reporting, and automated alerts, teams move faster, delight guests, and protect revenue.
Learn about how Confero has assisted other businesses with improvements by clicking here.
