COMPASS GROUP X FOODBACK
Amplifying their track record of outstanding customer service with Foodback’s in-the-moment customer insights
Success Story | Food Service
Compass Group X Foodback
Amplifying their track record of outstanding customer service with Foodback’s in-the-moment customer insights
Success Story | Food Service
AT A GLANCE
Challenges
- Feedback siloes prevented unified information across business units
- Survey collection methods that hindered the guest experience
Highlights
- Over 14k responses in first 14 wks
- Great success with internal adoption across a variety of industries
Compass Group Canada was looking for a tool to help measure and track their guest experience across all areas of the business. Previously, the organization worked in feedback siloes with a variety of surveys and physical kiosks. They were in search of a tool that would increase the quality and quantity of data while also creating an engaging experience for the customer.
To address the variety of business types and customers that they served, Compass Group Canada launched Foodback at 29 locations, (soon rolling out to 100+) gathering over 14k foodbacks in the first 14 weeks. They opted to use Foodback branding because it stood out in their service locations, and made Foodback’s live data available to all stakeholders from onsite operators to regional heads, and corporate leaders. Compass Group Canada has also employed a full-time data analyst to manage Foodback insights for the entire business.
AT A GLANCE
Challenges
- Feedback siloes prevented unified information across business units
- Survey collection methods that hindered the guest experience
Highlights
- Over 14k responses in first 14 wks
- Great success with internal adoption across a variety of industries
Compass Group Canada was looking for a tool to help measure and track their guest experience across all areas of the business. Previously, the organization worked in feedback siloes with a variety of surveys and physical kiosks. They were in search of a tool that would increase the quality and quantity of data while also creating an engaging experience for the customer.
To address the variety of business types and customers that they served, Compass Group Canada launched Foodback at 29 locations, (soon rolling out to 100+) gathering over 14k foodbacks in the first 14 weeks. They opted to use Foodback branding because it stood out in their service locations, and made Foodback’s live data available to all stakeholders from onsite operators to regional heads, and corporate leaders. Compass Group Canada has also employed a full-time data analyst to manage Foodback insights for the entire business.
‘Before Foodback, the business worked in silos collecting feedback, we had no insight across the whole organization. With Foodback we are able to provide a fun and engaging guest experience that provides us with a deeper understanding of our guests’ behaviors and sentiment through an easy-to-use platform with just a few clicks.’
How Compass Group Canada is benefiting from Foodback insights
A key to Compass Group Canada’s success has been their leadership and organization throughout the roll-out of Foodback that has led to great internal adoption – when surveyed, 87% of Compass Group Canada’s team said they would recommend Foodback to a client or colleague.
29
Locations
across Canada
14K
Foodbacks
received
87%
Would recommend Foodback to a client or colleague
Foodback insights are used holistically throughout the business.
At unit level for immediate improvements, at sector level for goal-setting and benchmarking, and at a support department level for long-term program development, all informed directly by customer feedback.
Foodback insights are used holistically throughout the business.
At unit level for immediate improvements, at sector level for goal-setting and benchmarking, and at a support department level for long-term program development, all informed directly by customer feedback.
Compass Group Canada is turning Foodback insights into actionable changes that are improving the guest experience.
Examples of these are: introducing new menu offers, improving speed of service, extending hours based on demand and bringing in new items to try out.
Compass Group Canada can make changes with confidence.
While testing new menu items and strategies, the team uses Foodback to monitor results and ensure the best changes are being made.
Learn more about our partnership with
Compass Group Canada
Foodback continues North America expansion
Norwegian SaaS firm Foodback expands its innovative guest feedback solutions in North America, anticipating substantial growth in 2024. Recognized for streamlining feedback and enhancing guest satisfaction, it’s poised to empower hospitality businesses in an evolving market.
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