Jones the Grocer is a well-known restaurant chain based in Dubai, United Arab Emirates. The restaurant chain has 39 locations across the UAE, serving high-quality food and beverages to its customers. With a focus on providing an exceptional dining experience, Jones the Grocer has earned a reputation for quality, consistency, and excellence.
The restaurant chain was aware that feedback collection and analysis is crucial for understanding their customers' needs and preferences, and for making necessary improvements to their operations and services. However, the pen and paper-based system that they used for collecting feedback was outdated and inefficient.
To address above mentioned challenges, Jones the Grocer decided to implement Zonka Feedback, a customer experience feedback management tool. They installed the software on 19 devices that were equipped with QR codes, making it easier for customers to provide feedback. Additionally, the software offered a range of features such as in-restaurant tabs and a mobile app that allowed customers to submit feedback even after leaving the restaurant, improving response rates and customer engagement.
As a result of implementing Zonka Feedback, Jones the Grocer now has access to three types of reports that provide valuable insights into their feedback data. The Snapshot report offers a high-level overview of the feedback data, such as the number of responses, Net Promoter Score (NPS), and feedback sentiment. The Insights report provides a more detailed analysis of customer feedback data, such as the frequency of specific feedback themes and sentiment analysis of customer comments. The Inbox feature enables the restaurant staff to respond to customer feedback in real-time, improving customer satisfaction and retention by addressing customer concerns promptly.
Jones the Grocer was able to streamline their feedback collection process and gain real-time insights into customer feedback. They were also able to identify trends and areas of improvement that would have otherwise been missed. Zonka Feedback equipped the restaurant chain to respond to customer feedback in a timely manner, further improving customer satisfaction.
Since implementing Zonka Feedback in January 2019, Jones the Grocer has seen a significant improvement in customer satisfaction, with an average Net Promoter Score (NPS) of 89.22. This is a testament to the quality of their food and service. The restaurant chain has also been able to improve operational efficiency and address issues that were identified through customer feedback, which has helped them to retain existing customers and attract new ones.
Overall, Zonka Feedback has helped Jones the Grocer to transform their feedback collection process, gain actionable insights into their operations and customer experience, and improve customer satisfaction. With multiple feedback responses being collected and acted upon everyday, Jones the Grocer is well on their way to providing an exceptional dining experience to all their customers.