Improving Client Success and Vendor Management at Top-tier Catering Company ZeroCater

ZeroCater is a San Francisco-based food tech startup with a mission to help companies build high-performing cultures through food so they can hire, retain and make top talent productive. In January 2017 they launched HappyOrNot to gauge the satisfaction with the meals provided to the employees of their clients.

ZeroCater uses the HappyOrNot Smiley Terminals on their higher volume, more frequent customers to maintain satisfaction of these key accounts, that are easier to get that immediate feedback through the in-person tool rather than a software grading system.

“Find Out How Customers Experience Your Service”

HappyOrNot has helped ZeroCater collect their customer feedback immediately and in-person – outshining the legacy software grading system.

ZeroCater’s V.P. of Operations, Arvind Stokes is passionate about delivering the best possible service to their clients and believes strongly in utilizing real-time feedback systems in improving customer experience.

“If you care about your customer experience, if you care about real-time data, if you care about knowing how the customers are experiencing your product and service, then you better have a system like HappyOrNot,” Stokes stresses.

Easy Tracking of Customer Satisfaction & Vendor Performance

The customer account managers, responsible for maintaining and keeping the account in good standing, rely on the daily feedback data to monitor the performance day-to-day and track the satisfaction trends of their clients.

Client Success Managers use the result data to compare and gain an overview of their customer service experience as a whole across all of their clients, and even the vendor team use the data to assess vendor performance.