Reducing customer complaints and improving efficiency
Navid Oji, a multiple franchise owner, has been using HappyOrNot in three of his Mr. Greek restaurants since February 2015. The continuous monitoring of the customer experience ensures they meet their commitment to provide a warm and hospitable atmosphere with caring service.
The feedback collected with the Smiley Terminals provides critical insights into the daily routine and customer service performance of each restaurant, allowing Mr. Greek to make needed changes on the spot. Specifically, the hourly feedback results raised awareness to store managers that from 6pm to 8pm – the busiest hours of the day – 6% of all customer responses were very negative and required immediate attention.
“Transformed the Way We Do Business”
“Using HappyOrNot has transformed the way we do business and provide customer service,” says Jaymeen Patel, General Manager, Mr. Greek.
Continuous Reporting Highlighted Needs in Work Shift Management
The owner and all store managers closely follow the HappyOrNot reporting data on a daily, weekly, and monthly basis. The continuous feedback data insights helped management identify when shifts in customer satisfaction were recurring.
This resulted in the introduction of several operational improvements, such as initiating overlapping work schedules and ensuring that more experienced staff are on shift with newer employees to support the transfer of expertise and best practices, and ensure high customer satisfaction standards.