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.

How Foodback Made Customers Happier – Case Studies

The power of Foodback lies in our ability to measure everything from large to tiny-but-important details.
We have hundreds of real-life examples about data-driven actions that have improved customer satisfaction,
increased reputations and brought more diners through the door.

  

Overcooked Food

Customers complained about how the salmon and vegetables were cooked. The kitchen adjusted, and the 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 bother guests by asking too often if they wanted drinks refilled, but their judgment was wrong. Guests wanted more follow-up, which not only improved the service, but directly increased revenue.

 

App Was Difficult to Navigate

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

 

Menu Was Too Complex

More than 100 guests complained that the menu was overly text heavy. Our client changed to a more visual menu, which was well received.

 

Outdated Interior

Guest feedback persuaded management to allocate a budget for major renovation.

 

Poor Accoustics

Management believed it had implemented enough measures to improve the acoustics. Guests thought otherwise, and the restaurant realised it needed to do it over.

 

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 then used the Foodback ad space to tell guests they had been heard.

 

Too Cold

Busy waiters constantly on the move did not realise the room temperature was too low in their restaurants. Guests, on the other hand, were freezing, some even sitting with their coats on. Temperature was increased, and the complaints stopped.

 

Portion Sizes to Small

Guests complained about small portion sizes. With Foodback running continuously, our client kept adjusting until they got it right.

 

Over-/Undercooked Eggs

Breakfast guests complained about both boiled and scrambled eggs, where the results varied too much. The hotel updated procedures and are now performing more taste tests to ensure high quality.

 

No Gluten Free Alternatives

A heavily repeated missing element was fresh gluten free bread. A steady stream of complaints from guests allergic to gluten, made the breakfast restaurant react. 

 

Queues and Bad Flow

A hotel received a lot of complaints about the flow in the dining area, especially with many guests. The hotel simply had to alter their set-up and re-arrange some furniture. 

 

More Vegan Alternatives, Thank You!

Vegetarianism is growing in popularity, and the demand for better options eating out is increasing. With Foodback, our clients experienced this first-hand, and have adapted to a more diverse clientele. 

 

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