Our client, a nationwide restaurant franchise, recognized the need for an independent assessment of customer perception to identify areas for improvement and enhance their corporate reputation. They aimed to understand how their franchisees were perceived online and sought actionable recommendations to improve customer perception and consistency across their online presence.

The franchise needed a comprehensive evaluation of their online presentation and customer perception across various channels, including local restaurant sites, Google My Business, Yelp, Facebook, Twitter, and more. The primary challenge was to gain insights into customer reviews, local reach, and site listings to understand the varying levels of customer perception within the franchise.

To address this challenge, we conducted a thorough audit of the 25 franchises. Our approach included:

1. Comprehensive Audit: Evaluating the online presentation and perception of each franchise across multiple platforms.
2. Sentiment Analysis: Delving into customer reviews and feedback to understand sentiment and trends.
3. Local Reach Assessment: Analyzing the reach and influence of each franchise’s online presence.

Over three months, we closely monitored the identified channels, gathering extensive data on customer sentiment and identifying trends. This data-driven approach enabled us to uncover valuable insights and regional best practices across the franchise group.

• Data Collection: Monitoring customer reviews, social media interactions, and site listings.
• Sentiment Analysis: Identifying trends and customer perceptions across different regions.
• Best Practices Identification: Highlighting successful strategies and practices within the franchise group.

Our comprehensive analysis led to the development of a 12-point action plan, outlining specific recommendations to enhance the franchise’s online presence and customer service consistency. Key outcomes included:

• Personalized Reports: Each franchisee received a tailored report with specific recommendations for improvement.
• Overarching Report: A detailed plan was provided to guide the franchise in implementing organization-wide improvements.
• Actionable Steps: Clear, localized steps to improve customer perception and service consistency.

The insights gained from our independent assessment were invaluable for the nationwide restaurant franchise. The localized actionable steps outlined in our recommendations helped the franchise gain a deeper understanding of the impact of customer perception on their business. By implementing these measures, the franchise aimed to improve the overall customer experience and elevate customer perceptions, thereby enhancing their corporate reputation.

This case study demonstrates our commitment to providing valuable insights and actionable recommendations to enhance customer perception and corporate reputation. Through a thorough audit, data analysis, and the development of a comprehensive action plan, we equipped the nationwide restaurant franchise with the tools and knowledge necessary to improve their online presence and customer service consistency.

Trust us to guide your brand in understanding customer perception and taking targeted steps to enhance the customer experience and elevate perceptions.