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/ 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 using the website’s Contact Us section and then click submit. The results from all submissions then feed into Confero’s reporting system daily, which houses a survey that mirrors the online comment card. The system allows for managers and franchisees to receive 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, and as comment card questions and locations have changed, Confero has offered flexibility to enact the revisions quickly. The result is an easier, faster and more efficient way for the restaurant chain to manage and act on customer feedback.