Case Study: Customer Satisfaction Objective: Increase customer response to satisfaction surveys at a minimal cost per survey. Arch Subscriber: Furr's Restaurant Group, Richardson, TX General: Furr's is a family style cafeteria restaurant with 54 locations across 6 states. Strategic Overview: Customer satisfaction is vital to any business but none more so than to hospitality industries. As crucial as this feedback is, it is equally difficult to get. Generally speaking, people will just as soon not return to an establishment than offer honest feedback to its management. Furr's needed an easy to use, incentive driven vehicle to obtain these valuable customer opinions.

- powerline - call routing - ivr - data services - voice broadcast - custom apps - contact us

Action: Furr's needed a system that would collect customer data and enable them to replace their mystery shopper program for all locations.

Their Point of Sale (POS) system was modified to generate a coupon from each location's POS station. A coupon offer is created on every nth receipt, good on their next visit if they call a toll-free number and complete the survey.

Upon calling the survey line, the customer is asked for a coupon code which is given on the receipt/coupon. The IVR system validates the code, checking that it is a valid number, that it has not previously been validated and that it is not more than 60 days old. The caller is next asked a series of questions gauging their opinions regarding issues such as food, service, cleanliness and overall experience while dining at Furr's.

All data collected is available from Arch Telecom's website and can be downloaded directly into an Excel spreadsheet where Furr's can manipulate and evaluate the data in whatever form necessary.