New Store Opening Performance

Objective-- Measure customer behavior and satisfaction attributes to establish benchmarks for store expansion and to identify potentially troublesome areas in the critical initial stages before they adversely affect customer loyalty and intent to return.

Study-- PulseBack worked with our client to develop a survey that would measure core areas of their operations. It was also designed to be flexible enough to use for in-depth statistical analysis to predict to which attributes were most important to their customers and would make them likely to return. Exit interviews were scheduled several times a month over a four-month period to get an accurate read on a variety of different days and meal periods. PulseBack developed a reporting system that would visually display the trend analysis for both individual pulses and for monthly consolidated numbers. In addition, we performed multivariate analysis on the data to predict to behaviors among those guests most satisfied.

Result-- Our client gained valuable information about the performance of their operations that can be used for comparison as additional units are opened. They also gathered valuable information on the demographics of their customers and their marketing efforts to reach them. Finally, they were able to isolate which factors were most responsible for a customer being completely satisfied, and thus, more apt to return to their restaurant and not their competitors.

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Genesis Products Case Studies Pilot Tests Summary

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