As a company that prides itself on instantly scoring the guest experience for our partners, we set out to see how directly our scores correlated with the guest experience. What we found out was unprecedented.
Potbelly has already attempted to change the economics of high real-estate costs, testing out “dark kitchens” with much success. The term refers to storefronts without seats that serve only take-out, delivery and catering options for their customers.
These restaurants have made the creation of unforgettable customer experiences of paramount importance to their mission. Being able to have an open flow of digital communication between their customers and all their locations fits nicely with this ethos.
Getting direct feedback has become essential to restaurants with so many other social media sites and open forums available to unhappy customers. Being able to capture feedback internally can help brands retain control of their online reputation, identify top promoters and build stronger relationships by responding directly to customers.