The benefits of customer feedback in the QSR sector

Quick service restaurants thrive on the speed at which food is prepared. This can also be easily transferred to the feedback process. Voice of Customer provides valuable insights in real time and makes it possible to continuously improve the business model.

Was the quality okay? The waiting time under five minutes? The drinks cold and the fries warm? Was the floor clean? These are some of the most frequently asked questions that ISC-CX customers in the fast food and system catering sectors have been asking for more than 20 years in the form of Voice of Customer programs. The result: continuous improvement, uniform global standards, and satisfied customers.

Much has happened in the last two decades: Where results used to be time-consuming, artificial intelligence is now used for analysis by ISC-CX TEXTALYTICS, a specially developed program that evaluates open text fields, clusters them according to topics and recognizes moods. The results are clearly displayed in a dashboard that the user can adapt perfectly to their own needs.  

Employees also benefit from this speed: they receive suggestions for improvement in real time or are made aware of small grievances and can react quickly. Within a group, Voice of Customer programs enable comparisons between different locations and give franchisees and headquarters an overview of the situation on site.  

However one thing has not changed in the last 20 years: the relevance of obtaining feedback from one's own customers and thus continuously improving customer satisfaction. In order for this to work, it is important that the questionnaire can be answered quickly and contains important information from the customer's point of view. Small incentives also help to get balanced feedback, because particularly upset or extraordinarily satisfied guests express their opinions anyway even without incentive.

A Voice of Customer program is an important communication channel for negative feedback, otherwise it is highly likely that these end up on public platforms such as Google Reviews or TripAdvisor.

Learn more about Voice of Customer programs here.

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