Wrapped up in customer insight
A national Quick Service Restaurant chain known for burgers and freshness expands its menu in response to consumers asking for greater choice in healthy options. A variety of new wraps are introduced across the nation, generating customer responses through several traditional channels--call centers, e-mails, online chats, paper and website surveys.
As expected, volumes of comments spiked, but helping to provide more metrics and context was Clarabridge’s addition of unstructured data to the mix. Sentiment analysis showed that when people discussed one of the new wraps it was usually in a negative manner. The cause? The wrap – advertised as a low carb option – was mistakenly being prepared with the standard tortilla.
With Clarabridge’s processing speed and power, not only were results available quickly, they were delivered in actionable reports that quickly and graphically illustrated the locations experiencing this issue, helping the franchise to respond with training reinforcement and inventory controls. Rather than hide significant issues in rolled-up reports, this restaurant’s customers get the whole story and the whole wheat, right away.