Founded in 1966 and known for its fresh, affordable meals and strategic locations, Lunch Garden is an established name in the Belgian dining landscape. Customer satisfaction is central to them, and they continuously strive to improve their services. Despite this strong focus, Lunch Garden faced a time-consuming challenge: efficiently processing customer feedback through their Net Promoter Score (NPS) evaluations.
Manually categorising and tagging feedback was time consuming and slowing down the speed at which management could make decisions based on customer insights. To automate these processes and further optimise their service, they decided to partner with competence centre FORWARD.
Our approach: innovation in action
At FORWARD, they see themselves not just as technology suppliers, but as strategic partners. Together with Lunch Garden, they analysed their challenges and goals, keeping in mind their broader strategic ambitions. Based on this, they developed a customised solution using AI technology and integrated this with Salesforce Marketing Cloud and Salesforce Service Cloud.
Our solution includes:
- Automated sentiment analysis: Feedback is quickly and accurately categorised and tagged with relevant tags.
- AVG compliance: FORWARD ensured that all customer data was processed anonymously and securely, without using the data to further train the AI.
- Time saving: Thanks to the automation, Lunch Garden now saves 25 minutes per 100 surveys, which translates to an annual saving of 12 working days.
Faster insight, better service
Since implementation, Lunch Garden has not only saved time but also increased the speed at which insights are gained. This allows managers to make faster and more targeted adjustments, resulting in improved customer satisfaction and service quality.
Xploration
Lunch Garden was looking for a way to efficiently process their customer feedback through their Net Promoter Score (NPS) evaluations.
Our solution
Competence centre FORWARD developed a customised solution using AI technology and integrated it with Salesforce Marketing Cloud and Salesforce Service Cloud.
Result
Since its implementation, Lunch Garden has not only saved time but also increased the speed at which insights are gained.
