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Case Study

T.G.I. Friday's International discovers the key to guest satisfaction and employee engagement

Combine customer and employee insights to take a global approach to improvement

When you know your front-line employees play a large role in delivering an exceptional customer experience it makes sense to make sure you are also doing everything you can to improve their experience. In order to deliver the best service possible T.G.I. Friday's International combined its CX programme with an employee engagement programme and made a noticeable difference to both.

Download the case study to learn how the holistic approach helped them:

  • Improve key drivers + nearly double Overall Satisfaction scores
  • Spark +sustain field-level programme adoption
  • Deliver key reports at the restaurant + executive levels
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