Sandwich Chain Gains with Integrated Reporting | Confero
Details from a case where a nationwide sandwich chain benefits from integrated reporting.
The Challenge
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 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 is then scored automatically,thus allowing managers to track averages and trends.
- Real-Time Notifications: Franchisees and managers receive email alerts whenever a new online comment card is submitted.
- Flexible Updates: As survey questions or store locations changed, Confero adapted the system quickly to reflect updates.
- Ease of Use: Managers no longer need 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 allow issues to be addressed more quickly and improve 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. Then 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.
Discover other customer experience services that Confero provides businesses.
