Franchise manager reviewing Compass dashboard combining comment cards and mystery shopping results — Confero case study.

Restaurant Feedback System Case Study | Confero

The Challenge

A nationwide sandwich chain received thousands of online customer comments each year—covering friendliness, speed, food quality, and overall satisfaction.

The pain points:

  • Hard to collect, route, and respond to reviews at scale
  • Franchisees/managers needed timely, location-specific feedback
  • Survey results lived outside existing performance systems 

The brand needed an automated, centralized way to turn feedback into action—fast.

The Objective


Partner with Confero to:

  • Centralize and manage online comment card feedback
  • Route customer input to the right managers and franchisees automatically
  • Provide company-wide reporting with drill-downs to region/store
  • Unify survey data with mystery shopping results for a complete picture

Our Approach

Confero deployed Compass, our unified platform:

  • Automated Imports: Online comment cards from the website feed into Compass on a schedule
  • Survey Integration: Customer survey results flow in seamlessly
  • Targeted Distribution: Feedback is automatically delivered to the right owner for action
  • Unified Insights: Stores using Confero mystery shopping see comment cards + shop results together
  • Robust Reporting: Leaders analyze at corporate, regional, and store levels

The Results

  • Streamlined Management: Managers and franchisees received timely, actionable insights
  • Complete Visibility: Compass combined comment cards + mystery shops for a 360° CX view
  • Faster Response: Pain points were addressed quickly; positives fueled recognition
  • Strategic Decisions: Trend reporting supported smarter, data-driven actions across the network
  • Competitive Edge: What was once fragmented became an operational advantage
     

The Success

By integrating online comment cards into Compass, the chain transformed raw feedback into a performance engine. Managers gained immediate access to the right data, enabling faster fixes, better recognition, and stronger customer loyalty—system-wide.

Key Takeaway

Confero helps national restaurant and franchise brands unify customer feedback and mystery shopping into one, easy-to-use system. With Compass, businesses act faster, decide smarter, and elevate brand performance.

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