The Restaurant
T.G.I. Friday’s is one of the first American casual dining chains, has been offering its unique dining experience since Alan Stillman opened the 1st T.G.I. Friday’s® restaurant in 1965. Today, there are more than 750 in 49 states and 54 countries!
The first T.G.I. Friday’s® restaurant to open in Cyprus was in 1996, in Nicosia at Diagorou street and it enjoyed immediate success. Today there are 5 restaurants operating in total. In Nicosia: City Center and The Mall of Cyprus. In Limassol, at Enaerios Sea Front and My Mall at Zakaki and in Larnaca Phinikoudes. Built upon a legacy of a fun experience and fantastic food and drink, T.G.I. Friday’s restaurants provide an environment where families and individuals alike can have a great experience .
The Project - i-Pad surveys deployment….
T.G.I. Friday’s Cyprus,required a survey at the point of experience. This serves three strong advantages; Accuracy, Actionable data and Immediate results.
Guests were given a tablet with a straightforward, fun and engaging survey launched on it. Guests were more than willing (no incentives – no bias) to express their thoughts about their overall restaurant experience on a tablet; quickly, anonymously and of course fun! 2500 Real Time responses was the result!
T.G.I. Friday’s is one of the first American casual dining chains, has been offering its unique dining experience since Alan Stillman opened the 1st T.G.I. Friday’s® restaurant in 1965. Today, there are more than 750 in 49 states and 54 countries!
The first T.G.I. Friday’s® restaurant to open in Cyprus was in 1996, in Nicosia at Diagorou street and it enjoyed immediate success. Today there are 5 restaurants operating in total. In Nicosia: City Center and The Mall of Cyprus. In Limassol, at Enaerios Sea Front and My Mall at Zakaki and in Larnaca Phinikoudes. Built upon a legacy of a fun experience and fantastic food and drink, T.G.I. Friday’s restaurants provide an environment where families and individuals alike can have a great experience .
The Project - i-Pad surveys deployment….
T.G.I. Friday’s Cyprus,required a survey at the point of experience. This serves three strong advantages; Accuracy, Actionable data and Immediate results.
Guests were given a tablet with a straightforward, fun and engaging survey launched on it. Guests were more than willing (no incentives – no bias) to express their thoughts about their overall restaurant experience on a tablet; quickly, anonymously and of course fun! 2500 Real Time responses was the result!
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What drives people to Recommend T.G.I. Friday’s was answered using advanced data analytics!
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Benefits
What T.G.I. succeeded with, was to collect a massive amount of responses (2500) within a month from a total of 5 locations across the island. This enabled T.G.I. Friday’s to establish their actual profile customer and at the same time cluster the customers by Gender, Visit Profile (Frequency, Type) and monitor their “Likes” and “Dislikes” and of course NPS (Net Promoter Score) !
Predictive modeling was later applied on the data to discover and quantify what drives satisfaction for the profile customer of the restaurant. Is it the Atmosphere?, the Level of Service? (which by the way is top notch!!!!) , the Quality or Quantity? What drives people to Recommend T.G.I. Friday’s was answered using advanced data analytics!
Moreover, they uncovered a series of metrics vital to their marketing campaigns. What do their customers want for new food suggestions, how well their ad campaign is reaching people (Billboards ads, Social media campaigns, Radio campaigns, e.t.c.), how their Privilege Card campaign is doing and much much more…!
Last but not least, was the impressive response rate in terms of Comments! More than 25% of the customers, who filled in the questionnaire, expressed their opinions in writing, while in the restaurant (Point of Experience). The actual feelings of the customers (Point of Experience value) were recorded. The value of Comments by your customers expressing the Want, Likes, Dislikes, Support, Disapproval e.t.c. are always food for thought for the management and customer experience team of the Company.
What T.G.I. succeeded with, was to collect a massive amount of responses (2500) within a month from a total of 5 locations across the island. This enabled T.G.I. Friday’s to establish their actual profile customer and at the same time cluster the customers by Gender, Visit Profile (Frequency, Type) and monitor their “Likes” and “Dislikes” and of course NPS (Net Promoter Score) !
Predictive modeling was later applied on the data to discover and quantify what drives satisfaction for the profile customer of the restaurant. Is it the Atmosphere?, the Level of Service? (which by the way is top notch!!!!) , the Quality or Quantity? What drives people to Recommend T.G.I. Friday’s was answered using advanced data analytics!
Moreover, they uncovered a series of metrics vital to their marketing campaigns. What do their customers want for new food suggestions, how well their ad campaign is reaching people (Billboards ads, Social media campaigns, Radio campaigns, e.t.c.), how their Privilege Card campaign is doing and much much more…!
Last but not least, was the impressive response rate in terms of Comments! More than 25% of the customers, who filled in the questionnaire, expressed their opinions in writing, while in the restaurant (Point of Experience). The actual feelings of the customers (Point of Experience value) were recorded. The value of Comments by your customers expressing the Want, Likes, Dislikes, Support, Disapproval e.t.c. are always food for thought for the management and customer experience team of the Company.
The Client
" We always listen to what our guest want, however with the onsite i-Pad survey, we created a new channel of communication. We received the feedback from most of our guests, even the ones who would never communicate directly to us what their needs are.
The guest feedback was presented in a very clear and uncomplicated way in order to portray our guests’ experience, and easily recognize what actions we need to take to improve.
Improvast was very professional throughout. With their can-do attitude, their practical advice and professional approach,Improvast,helped us achieve our survey’s goal and we are sure to use them more frequently in the future."
-Nasia Taouxi, Marketing Manager, T.G.I. FRiDAY's
" We always listen to what our guest want, however with the onsite i-Pad survey, we created a new channel of communication. We received the feedback from most of our guests, even the ones who would never communicate directly to us what their needs are.
The guest feedback was presented in a very clear and uncomplicated way in order to portray our guests’ experience, and easily recognize what actions we need to take to improve.
Improvast was very professional throughout. With their can-do attitude, their practical advice and professional approach,Improvast,helped us achieve our survey’s goal and we are sure to use them more frequently in the future."
-Nasia Taouxi, Marketing Manager, T.G.I. FRiDAY's