Study 1

Case Studies/Additional

Customer Satisfaction Measurement

Objective-- Measure key customer satisfaction attributes at the store level so that appropriate improvement areas can be identified.

Study-- Pulseback instituted a customer satisfaction program for a restaurant chain that was concerned about maintaining consistent performance across company owned and franchise units. Each month, PulseBack interviewers would arrive unannounced to the restaurant's staff, and conduct exit interviews as customers exited the restaurant. The survey was designed to be short and quick, and only take a few minutes of the customer's time to answer questions on factors most relevant to their visit. Once the data was cleaned and entered, PulseBack would issue several different reports to our client-- an individual unit report for each restaurant, a district report for each district and its member restaurants, and an all-stores report for the company norms. The benefits of these reports are numerous. At the store level, restaurant managers could identify specific areas that required better performance and communicate it to their staff. They could simultaneously point to areas where their staff had improved and commend them for the increase. At the corporate level, our client could see which restaurants were underperforming relative to the district and all-stores scores.

Result-- By implementing a customer satisfaction program and emphasizing its importance to their employees, same store sales rose 4% over the prior year.

Continue on to New Store Opening Performance ...

Genesis Products Case Studies Pilot Tests Summary