Zizzi gets a taste for customer feedback
The Italian restaurant chain with 115 locations in the UK, is focusing on getting closer to its customers with the introduction of a customer experience management (CEM) programme.
The new programme, from Empathica, will enable Zizzi to gain daily feedback from real customers and drive operational improvements across the chain.
Zizzi, part of the Gondola Group, has rolled out the programme across the entire chain following a successful pilot programme in 18 of its restaurants.
Helen Higgins,at Zizzi, said, “The response rates during the pilot stage were phenomenal and we have received a large amount of positive feedback from all locations. Our business is based upon the ethic of providing great food and service, and the philosophy that it is the people who make the restaurant. The Empathica programme allows us to listen to the opinions of thousands of our customers, make improvements based on what matters most to them, and motivate our staff to continue to provide them with an excellent dining experience.”
Higgins added, “In a few short months, we have understood that our drinks’ offering wasn’t meeting our customers’ expectations and as a result undertaken additional research to understand exactly what it is that our customers want.”
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