WENDY’S® SELECTS CLARABRIDGE’S TEXT ANALYTICS SOLUTION TO ENHANCE CUSTOMER FEEDBACK PROGRAM
March 22, 2010 00:00 AM
Clarabridge, the leading provider of text analytics software implemented by many Fortune 1000 companies to improve customer experience management (CEM), today announced that Wendy’s® International has chosen the Clarabridge text analytics solution to enhance its customer feedback program.
“A customer’s experience in the restaurant industry is unique in that it can be affected by everything from cleanliness to the speed of service to the taste of the meal itself,” said Glen Brandeburg, Wendy’s Senior Vice President of Operations Integration, Innovation and Training. “We are dedicated to providing outstanding customer service in every restaurant, every day. With the growing number of ways customers can communicate with us, we were looking for a solution that would speed our analysis, detect emerging issues and pinpoint troubled areas of our business at the store, regional or corporate level. Clarabridge provides a solution to do just that.”
Wendy’s Customer Feedback Program will use Clarabridge’s solution to automatically collect and analyze, in real-time, close to 500,000 text-based customer comments per year from its web-based feedback form, call center notes, emails, receipt-based surveys, and social media sources. Traditionally, Wendy’s Customer Satisfaction team would manually review spreadsheets using keyword search in order to find specific customer comments about a specific topic. With Clarabridge, the process to gather and analyze this information, now automated, takes just minutes. The results of the analysis will be generated on a regular basis through reports that will provide a 360-degree view of customer’s experiences down to the store level.
Clarabridge helps companies better understand their customers by automatically capturing and analyzing feedback from multiple customer touch-points, such as call center notes, survey responses, online consumer forums and social media sites. The Clarabridge platform uniquely integrates text transformation and analysis engines, including natural language processing (NLP), auto classification, advanced sentiment scoring, and rich quantitative analytics and reporting, to organize, quantify, and present accurate, meaningful, and actionable customer experience insights. Company executives and business stakeholders can then identify areas of the business needing improvements, such as product quality, marketing and customer care.
“By relying on our text mining technology, Wendy’s moves from a manual process to a state of the art analysis technique that offers them the opportunity to improve their view of their customers’ experiences exponentially,” said Sid Banerjee, chief executive officer of Clarabridge. “This will have a very positive impact on operations and service at each and every restaurant, while also ensuring a consistent, positive brand image across the board.”
Clarabridge is the leading provider of sentiment and text analytics software for customer experience management. Clarabridge provides Global 1000 enterprises with universal views of their customers through automatic collection, classification, sentiment analysis, and reporting on text-based verbatims found in voice of the customer feedback channels. The result is improved marketing, product/service offerings, operations and customer service. Clarabridge customers include AOL, B/E Aerospace, Capital One, Choice Hotels, Expedia, Gaylord Hotels, H&R Block, Intuit, Marriott International, Nissan, QVC, Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendys International. Clarabridge is privately held with headquarters in Reston, Va. For more information, visit www.clarabridge.com.