Customer Feedback Integration for Restaurant Group
Client: Restaurant group operating 8 locations with shared operations team
Challenge: Customer feedback existed in four different systems (online reviews, comment cards, staff reports, mystery shopper data) but operations team had no unified view. Executive team kept asking “What are customers saying?” but got different answers depending on who they asked. Feedback wasn’t reaching kitchen or service teams.
What We Did: Two-week sprint mapping existing feedback systems and stakeholder needs. Designed simple weekly synthesis process (not new software). Trained operations manager on feedback consolidation. Created one-page format for sharing insights with location teams.
Outcome:
- • Operations manager now produces weekly synthesis in 90 minutes (vs. ad hoc requests taking days)
- • Location managers report feedback reaches teams same week vs. month delays
- • Executive team has single source for customer insights
- • Identified and fixed recurring service issue at 3 locations within first month
Services Used: Customer Experience Strategy (tactical implementation)
