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Top Partnership Insight

Empower staff to cool down customer complaints

Problem resolution starts with your front-line employees

This QSR chain was heading into its busy season and wanted to get a read on how employees were handling customer issues and faring with their close-the-loop process. Their SMG team discovered more than half of guests had to repeat their issues to managers, causing a 30-ppts drop in Problem Resolution and a 26-ppts drop in Overall Satisfaction.
Download this insight to learn how the client:
  • Proved to franchisees that problem resolution should be handled by front-line staff
  • Implemented a service recovery initiative to train employees on a close-the-loop process
  • Increased Problem Resolution + Overall Satisfaction scores and decreased customer complaints