Enhancing Customer Perception

Challenge: A nationwide restaurant franchise recognized the importance of an independent assessment of customer perception to identify areas for improvement and enhance its corporate reputation. The franchise sought to gain insights into how its franchisees were perceived online and sought recommendations to improve customer perception and the consistency of their online presence.

Solution: To address this challenge, we conducted a comprehensive audit of the 25 franchises, evaluating their online presentation and perception across various channels. Our audit encompassed platforms such as local restaurant sites, Google My Business, Yelp, Facebook, Twitter, and more. We delved into customer reviews, local reach, and site listings, aiming to understand the varying levels of customer perception within the franchise.

Execution: Over the course of three months, we closely monitored the identified channels, examining sentiment and identifying trends. This extensive data gathering and analysis phase allowed us to uncover valuable insights and identify regional best practices across the franchise group.

Results: Based on the comprehensive analysis, we compiled a 12-point action plan that outlined specific recommendations to enhance the franchise’s online presence and customer service consistency. Each franchisee received a personalized report and recommendations tailored to their individual needs. In addition, we provided an overarching report and plan to guide the franchise in implementing organization-wide improvements.

Impact: The insights gained from this independent assessment were particularly valuable for a nationwide restaurant franchise with a significant brand presence. 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 its corporate reputation.

Conclusion: This case study exemplifies 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.