case studies...

Improving a themed restaurant's image, menu and food quality.

800–Seat Casual Dining Themed Restaurant

This large, historically successful restaurant was getting 'stale' and losing its edge. Customer feedback was sporadic, not timely, and not easily-used by management.

MINDSHARE™ was installed to allow our client to get immediate daily input from their customers. The point-of-sale receipt for each meal includes a printed offer to call a toll-free number and receive an incentive. Customers call the number, answer a few questions via the telephone keypad, and receive a redemption code good for the next service. In addition to the quantitative response, each customer also may leave a verbatim voice recording of their feelings about the service received. Customers were asked specific questions about service, staff, menu and food. After two months of using the system, management decided to change the menu based upon several thousand surveys from their customers using MINDSHARE™. On the customer service side, management began tracking service issues back to specific servers. Training meetings were held with staff, and one-on-one feedback sessions with individual waiters were conducted to help them understand the customer and be held accountable. Management continues to use MINDSHARE™ to monitor service delivery and customer experience every day.

The Restaurant experienced a 20% increase in 'Food Quality' scores after they changed their menu based on customer input. These improvements, along with employee service delivery improvements have resulted in a 12 point increase in Overall Satisfaction. Management now uses the Mindshare Connect system to reward employees and improve their business on a daily basis.