Sizzler Leverages TrendSource for Enhanced Customer Experience Measurement Program

By CIOReview | Monday, March 23, 2015
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SAN DIEGO, CA:  TrendSource, market research and consulting firm, enters a strategic engagement with Sizzler restaurants to improve employee engagement and effectively increase customer loyalty via unique integrated solution that will merge mystery shopping and guest satisfaction survey results into one insights platform.

Forbes Collins, Vice President of Operations at Sizzler USA, says, “Selecting TrendSource allowed us to add on a monthly mystery shopping program to complement our voice of the guest program without significantly increasing our budget. We will be able to utilize the data to improve our key performance indicators (KPI’s), which will result in a consistent, high-quality experience for all of our guests.”

Mystery Shopping and Voice of the Guest Surveys are two very unique research data streams that serve different purposes. Mystery shopping is intended to measure restaurant-level performance to operational standards. Assuming that these operational standards are aligned with the needs and desires the restaurant’s guests, Voice of the Guest surveying provides validation that the tactical actions performed each day by the restaurants are creating loyal customers and return guests. When these data streams are separate and not acted on in conjunction, only part of the story is revealed. The integration of these data sets allows an organization to truly leverage the insights available from these customer experience measurement programs.

“Executing mystery shop programs is critical to validate and measure operational procedures to ensure a consistent guest experience,” states Jim Caltrider, CEO and President at TrendSource. “By combining mystery shop data and voice of the guest survey results onto one integrated reporting platform, we are able to validate if customers are giving our clients credit for their success in operational execution through voice of the guest scores.”