Customer Success Story - Comptoir Group

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Customer Success Story - Comptoir Group

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Comptoir Libanais creates delicious, freshly prepared, Lebanese food at our restaurant across London and the UK

Challenges

- Wanted to increase the volume of feedback gathered

- Wanted to gain access to data that would drive decision-making

Solution

HGEM worked closely together with Comptoir to define their ideal customer journey and implemented Mystery Guest Audits to measure the estate's performance, to provide them with objective feedback on operational standards and processes, and insights on areas of opportunity that could be relayed to individual sites.

A Guest Feedback survey was also implemented, which allowed Comptoir to gather even more valuable information on guest dining experiences – including different sources such as click & collect and delivery via Deliveroo.

Results

Since implementing Mystery Guest Audits and a Feedback Site, Comptoir has been able to gather highly insightful feedback and data. The internal launch to GM's was also incredibly successful as GM’s wholly embraced the immediate and direct feedback and have been using the data to incentivise and reward their team members.

By tailoring and tweaking the Audit questionnaires Comptoir have been able to really target specific standards of service and hospitality delivery that they wanted to change and/or improve.

With all the combined data from the Hub we are able to take this as irrefutable evidence of where we as a group or particular restaurants need to focus themselves and their teams. The GM’s discuss this evidence at their management meetings and then work it into their daily shift briefs to train and fine tune performance and delivery of hospitality.

- Tm Warner | Training and L&D Manager
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