Restaurants & Food Service
Make every guest, team member, and franchisee interaction memorable. Drive quality, service, and loyalty with world class experience management.
Restaurants & Food Service
Make every guest, team member, and franchisee interaction memorable. Drive quality, service, and loyalty with world class experience management.
Pre-built apps and solutions designed to increase foot traffic, loyalty, and sales
Capture, analyze, and act upon guest, team member, and franchisee signals, regardless whether they are dining in-store, ordering online or in-app, or interacting with guest care. Drive business growth, innovation and satisfaction by implementing a guest-centric approach to operations, digital strategy, and franchisee relations.
“We needed a more holistic and actionable approach to address customer needs. Medallia is the best way for us to truly know and understand what our customers are thinking.”
BRETT SMITH
CEO, Counter Culture Coffee
Learn how Medallia empowered Culture Coffee to proactively address customers needs
IN-LOCATION
Delight your guests from "first hello" to repeat visit.
Deliver the great experience each guest expects when they visit a restaurant. Empower managers, field leadership and insights teams with the information needed to quickly take actions, improve service and atmosphere, products, and operating efficiency.
- Seamlessly capture feedback on both front-of-the-house and back-of-the-house operations. Use AI-powered Theme Explorer and Text Analytics to identify and address critical guest issues before they escalate.
- Empower managers, franchise owners, and field leaders with direct, real-time guest experience insights to prioritize issue resolution, improve their own actions, and coach others to create behaviors that generate repeat visits.
- Quickly assess the effectiveness of limited time offers, promotions, or new products, targeted by location, segment, or region, using Medallia Ask Now.
OMNI-CHANNEL
Deliver exceptional, integrated experiences across all channels.
Arm your teams with predictive insights so they can deliver superior experiences throughout the guest’s journey. Drive increased guest satisfaction, staff empowerment and share of wallet by enabling action across the organization to transform web, app, and location experiences.
- Capture experience signals across all physical and digital touchpoints–from online ordering to pickup or delivery.
- Redesign the ordering and dining experience from the guest’s point of view. Combine omni-channel feedback with AI-powered suggestions to guide your approach to innovation and investments.
- Empower employees with guest experience insights and learnings so they know when and where to take corrective actions and perform root cause analysis.
GUEST LOYALTY
Connect sentiment and behavior to grow loyalty.
Knowing what guests are doing, and not doing, is not enough on its own. To truly drive long-term loyalty, companies also need to understand how guests are feeling and why they are happy, or not. A connected view, combining CRM, Loyalty, Ops, and CX, enables marketing, operations, and staff to do their magic.
- Integrate with key operational systems (i.e., CRM, Loyalty, Guest Care, Ops Audits, Marketing Automation, etc.) to build a holistic understanding of the guest journey. Automate key processes and share real-time experience information across the enterprise.
- Combine feedback, event, action, operational, and machine data to create comprehensive, 360-degree profiles of each guest’s experience with your brand.
- Use AI-powered suggestions, modeling, and journey analytics to discover priority segments and guide your approach to loyalty investments.
- Capture voice of the guest via frontline staff to generate ideas and actions that drive long-term guest satisfaction.
STAFF EXPERIENCE
Happy, engaged associates drive guest satisfaction and innovation.
Gain insight into the employee experience across the lifecycle–from application to onboarding to ongoing training and development. Understand what most impacts associate happiness and success to improve performance, reduce turnover, and create a culture of empowerment.
- Capture and act on feedback across all stages of the employee lifecycle, including talent acquisition, onboarding, training and development, offboarding, and separation.
- Enable managers and leaders to assess key drivers of associate engagement, analyze their impact on guest experience, and drive actions for continuous improvement.
- Solicit and analyze associate ideas and suggestions on how to improve their satisfaction, as well as what they see and hear is important to guests from their daily interactions.
- Ensure associates are effectively enabled to do their work by automating the capture and analysis of feedback related to technology systems and services.
STRATEGIC DECISIONING
Use experience insights to innovate and transform.
With the explosion of business from new channels, and rapidly changing consumer expectations, restaurants and groceries need to evolve. Those armed with experience-based knowledge are quicker, more agile, and more effective at eliminating friction in the guest experience and capitalizing on unmet growth opportunities.
- Provide instant access to guest experience information to all associates, managers, and franchisees using web- and mobile-optimized dashboards tailored to their specific roles and responsibilities.
- Prioritize and resolve guest experience issues based on their relative impact to business performance. Use root cause analysis to further identify systemic points of friction.
- Use AI-powered suggestions, modeling, and journey analytics, based on experience information such as guest satisfaction, loyalty status, or interaction channel, to inform strategic growth and development decisions.
