The document discusses a customer feedback management solution implemented for a 40-outlet fine dining restaurant chain in India. The solution collects around 1,000 customer responses daily, categorizes the feedback, and provides a dashboard with near-real time reports. The dashboard allows drilling down from satisfaction levels to specific comments. The solution also sends intelligent response emails based on feedback and occasion-based promotional messages. It has securely managed over 200,000 customer contacts and led to a 10-15% increase in repeat visits for the restaurant chain.

1. Case:Customer Feedback Management for a 40-outlet fine dining restaurant chain inTouch analyticsOctober 2009

2. About the client A 12-year old entrepreneurial business Started in Bangalore and now spread across 5 cities Diverse cuisines and restaurant themes – each theme being nurtured into a brand Large and loyal customer base, chain known for being a passionate advocate of fine dining Continuously investing in even higher levels of customer experience Pulse: Customer Feedback Management Solution

3. Solution brief About 1,000 customer responses received every day Validated and categorized by type of experience Web-based dashboard provides near-real time report on satisfaction levels Drill across to chain, city and outlet levels Drill down from experience categories to comments Intelligent response mailers to customers based on satisfaction levels and ratings Occasion based promotional emailers / SMS’s Pulse: Customer Feedback Management Solution

4. Support Services Secure Data Management Firewalled data, authorized access only Contact data cleaned and mobile numbers scrubbed against NDNC Opt-out enabled customer communication – communication preference updates constantly monitored Inactive email IDs purged on a regular basis Data shared only with designated executives in client organization Pulse: Customer Feedback Management Solution

5. Support Services Data Analysis and Modeling Analysis and modeling guide system design Inputs to intelligent response system Offer-Response analysis Customer segmentation and satisfaction trend modeling Satisfaction Trends and related City/Outlet performance analysis shared with client Quarterly validation of models – reality check Pulse: Customer Feedback Management Solution

6. Client Benefits A significant 10% - 15% repeat visits generated through relevant response and occasion based communication – consistently over the 5-year engagement with inTouch Acknowledgment of feedback and quick problem redress have led to reduced post-experience dissonance among initially dissatisfied respondents Disciplined data management has meant a clean and live customer database with more than 200,000 ‘permissioned’ contacts Solution is key input to operational issue handling and staff reward / punishment programs Pulse: Customer Feedback Management Solution

7. Dashboard screenshots Pulse: Customer Feedback Management Solution

8. Log inAccess levels defined Pulse: Customer Feedback Management Solution

9. Home screencustomized to access level Pulse: Customer Feedback Management Solution

10. Parameter Dashboard Pulse: Customer Feedback Management Solution

11. Parameter Dashboard Pulse: Customer Feedback Management Solution

12. Parameter Dashboard Pulse: Customer Feedback Management Solution

13. Attribute DashboardScores aggregated at attribute level Pulse: Customer Feedback Management Solution

14. Comment Dashboard Home Pulse: Customer Feedback Management Solution

15. Comment Dashboard: Parameter Pulse: Customer Feedback Management Solution

16. Comment Dashboard: Parameter Pulse: Customer Feedback Management Solution

17. Daily Trend Report Home Pulse: Customer Feedback Management Solution

18. Daily Trends Dashboard Pulse: Customer Feedback Management Solution

19. Daily Trends Dashboard Pulse: Customer Feedback Management Solution

20. Daily Trends Dashboard Pulse: Customer Feedback Management Solution

21. Thank you! Pulse: Customer Feedback Management Solution Call/Mail for Clarifications: Arun Prabhuemail: arun@be-in-touch.comPhone: +91-80-4120 3972Mobile: +91-96202 71950