benchmark intelligence
TRANSCRIPT
A TYPICAL BUSINESS ONLY
HEARS FROM ONLY 4%
OF DISSATISFIED CUSTOMERS.
Dissatisfied Customers
Don’t voice complaints
Never Return
IT TAKES 12 POSITIVE EXPERIENCE
TO MAKE UP FOR ONE UNRESOLVED
NEGATIVE EXPERIENCE
SOURCE: “Understanding Customers” by Ruby Newell-Legner
<
Are you listening to your customers?
o Everyday your customers are talking about your locations on very public forums such as Yelp, Foursquare and Facebook.
o For each unit in your chain, there are 100’s or 1000’s of social data points (reviews, ratings, etc.) that can be used to measure performance.
o This data is yours. It’s easy for individual restaurants to acquire this data but it’s ridiculously difficult for multi-unit chains to do it themselves.
o All of your locations social data (reviews,
ratings, etc.) in one beautiful dashboard.
o Discover the operational factors your
customers are talking about online such as
customer service, cleanliness, etc.
o Find unlisted or underperforming locations.
o Benchmark your locations against your
nearest competitors.
Social Dashboard
Limits of Customer Feedback
Phone Receipt Surveys
o Low response rates o Redeeming the incentive is a
difficult process for consumers o We are in a texting generation,
not a phone calling one
Comment Cards
o Old fashioned o They get lost o Does anyone actually know
where they go? o The comments eventually have to
be entered into a computer
Secret Shoppers
o They are expensive o Local managers typically know
when they are coming to visit o They aren’t secret and they
aren’t shoppers
SMS Feedback
o Consumers can text comments about their
experiences at any of your locations.
o These comments goes through our analytics,
we run sentiment and pick up key words.
o Super easy for the consumer. No apps to
download or surveys to take .
o Higher response rate than any other
consumer feedback method.
Field managers are busy
o Many field managers today still conduct visitings using paper and pen.
o If they don’t lose their notes first, they eventually have to enter their field visit notes into a spreadsheet or an email.
o Sharing these notes with the appropriate managers is a headache.
o There is little visibility on who has completed what recommendations.
Field Manager App
o A customizable mobile app that field
managers can use to leave comments and
check off items when visiting a location.
o Share your notes with the appropriate
managers in the Benchmark dashboard.
o Create accountability with your GMs.
o No more clipboards, paper or pens.
All of this in one place
You can now have all of your social media data, voice of customer feedback and field manager operations notes all
in one ridiculously easy to use dashboard.
Thank You!
www.usebenchmark.com
Eric Santos 559-679-7029
eric@usebenchmark