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 chaininTouch analyticsOctober 2009

2. About the clientA 12-year old entrepreneurial businessStarted in Bangalore and now spread across 5 citiesDiverse cuisines and restaurant themes – each theme being nurtured into a brandLarge and loyal customer base, chain known for being a passionate advocate of fine diningContinuously investing in even higher levels of customer experiencePulse: Customer Feedback Management Solution

3. Solution briefAbout 1,000 customer responses received every dayValidated and categorized by type of experienceWeb-based dashboard provides near-real time report on satisfaction levelsDrill across to chain, city and outlet levelsDrill down from experience categories to commentsIntelligent response mailers to customers based on satisfaction levels and ratingsOccasion based promotional emailers / SMS’sPulse: Customer Feedback Management Solution

4. Support ServicesSecure Data ManagementFirewalled data, authorized access onlyContact data cleaned and mobile numbers scrubbed against NDNCOpt-out enabled customer communication – communication preference updates constantly monitoredInactive email IDs purged on a regular basisData shared only with designated executives in client organizationPulse: Customer Feedback Management Solution

5. Support ServicesData Analysis and ModelingAnalysis and modeling guide system designInputs to intelligent response systemOffer-Response analysisCustomer segmentation and satisfaction trend modelingSatisfaction Trends and related City/Outlet performance analysis shared with clientQuarterly validation of models – reality checkPulse: Customer Feedback Management Solution

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

7. Dashboard screenshotsPulse: Customer Feedback Management Solution

8. Log inAccess levels definedPulse: Customer Feedback Management Solution

9. Home screencustomized to access levelPulse: Customer Feedback Management Solution

10. Parameter DashboardPulse: Customer Feedback Management Solution

11. Parameter DashboardPulse: Customer Feedback Management Solution

12. Parameter DashboardPulse: Customer Feedback Management Solution

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

14. Comment Dashboard HomePulse: Customer Feedback Management Solution

15. Comment Dashboard: ParameterPulse: Customer Feedback Management Solution

16. Comment Dashboard: ParameterPulse: Customer Feedback Management Solution

17. Daily Trend Report HomePulse: Customer Feedback Management Solution

18. Daily Trends DashboardPulse: Customer Feedback Management Solution

19. Daily Trends DashboardPulse: Customer Feedback Management Solution

20. Daily Trends DashboardPulse: Customer Feedback Management Solution

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