Originally published in 2020, updated in 2025
Nationwide Sandwich Chain Benefits from Integrated Reporting
The Challenge
In 2014, a large nationwide sandwich chain was managing customer experience data from
multiple sources. Mystery shopping reports, online surveys, and customer contact
submissions were scattered across different platforms.
Challenges included:
– Time-consuming effort to gather and interpret feedback.
– Inconsistent reporting, making it difficult to compare insights across channels.
– Delayed response to customer feedback due to fragmented systems.
The company needed a solution that would bring all customer experience data into one
system.
The Objective
The sandwich chain partnered with Confero to:
– Consolidate mystery shopping results, customer surveys, and customer contact feedback
into a single reporting system.
– Deliver automated reporting and scoring so managers and franchisees could quickly act on
customer input.
– Improve both customer relations and employee accountability by making feedback more
transparent and accessible.
Our Approach
Confero provided an integrated reporting solution:
– Single Platform Reporting: Combined mystery shopping data with customer surveys and
contact submissions.
– Automated Survey Scoring: Each survey response was scored automatically, allowing
managers to track averages and trends.
– Real-Time Notifications: Franchisees and managers received email alerts whenever a new
online comment card was submitted.
– Flexible Updates: As survey questions or store locations changed, Confero adapted the
system quickly to reflect updates.
– Ease of Use: Managers no longer needed to compile separate reports — insights were
delivered in one robust platform.
The Results
– Improved Efficiency: Managers and franchisees saved time by accessing all customer
feedback in one place.
– Faster Action: Real-time notifications allowed issues to be addressed more quickly,
improving customer satisfaction.
– Consistent Tracking: Automatic scoring and reporting made it easy to monitor trends and
location-level performance over time.
– Sustained Success: The integrated program has continued for years, adapting as the chain’s
needs evolved.
The Success
The sandwich chain transformed how it managed customer experience data. With Confero’s
integrated reporting system, it became easier to track customer sentiment, hold employees
accountable, and act quickly on opportunities for improvement.
Key Takeaway
Confero helps national restaurant chains and retailers simplify customer experience
reporting by uniting multiple data streams into one system. With integrated reporting,
managers can save time, act faster, and make smarter decisions that improve customer
satisfaction and operational performance.
experience management.
Learn more about how Confero has helped other businesses overcome challenges by clicking here.
Summary
Article Name
Sandwich Chain Gains with Integrated Reporting | Confero
DescriptionDiscover how a nationwide sandwich chain streamlined customer experience feedback with Confero’s integrated reporting system.
Author
Confero
Publisher Name
Confero, Inc.
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