Case Studies

How We Help our Customers Shine

Coor: Customer Experiences
Delivered as Fresh Produce

Read about how Coor structured their customer feedback and made Foodback a core part of their data-driven canteen business.

 Selected Data-Driven Improvement Stories

The power of Foodback lays in our ability to measure everything from large to tiny but important details. We have hundreds of stories to tell about data-driven improvements done with Foodback, and here are some of them.

These stories are anonymised, but marked with segment and improvement categories to give context.

  

Overcooked Food

Customers complained about the cooking of the salmon and vegetables. Our client brought it up in their daily meetings, and they adjusted. The result: complaints stopped.

 

Inefficient Flow in Dirty Dishes Area

Multiple customers complained about the order in the dirty dishes area of the canteen. Our client had a workshop, made changes, and got happy customers.

 

Poor Follow-up During Meal

Waiters were afraid to push guests too much on refill of drinks, but they were wrong. Guests wanted more follow-up, which was an easy way to increase revenue.

 

App Was Difficult to Navigate

Users struggle with navigation. Over 800 have mentioned this in comments, and our client forwarded this to their development team for adjustments.

 

Menu Was Too Complex

They had a too text intensive menu, 100+ guests complained. Our client changed to a more visual menu which was well received.

 

Outdated Interior

Guest feedback got the management to allocate money for major changes to be implemented following year.

 

Poor Accoustics

Management thought they had implemented enough measures to improve the acoustics. Guests thought otherwise, our client had to improve.

 

Missing Spoons for Eggs

Multiple guests complained about missing spoons for eggs. A tiny but very frustrating error. Our client’s management on site, went out and bought plenty of spoons, and use the ad space to tell guests they were heard.

 

Too Low Indoor Temperature

Busy waiters did not notice, as they were busy working. Guests on the other hand were freezing, some sitting with their coats on. Temperature was increased and guests stopped complaining.

 

Portions Sizes to Small

Guests complained about small portion sizes. With Foodback running continously, our client adjusted till it got right.

 

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