Restaurant Feedback Survey Software

Enabling Restaurants Worldwide to

Deliver Delight

Customer Journey Mapping

Adopt a Journey-Based Approach to Customer Experience
We enable restaurants to adopt a journey-based approach to managing customer experiences. Capture real-time feedback on ambience, staff and other facets of CX along the journey in order to track evolving customer expectations and needs.
Find out the kind of experience and service customers expect from you, and formulate action plans based on insights in order to stay in sync with their aspirations. Identify the levers of customer experience and ensure that every customer touchpoint is optimized to deliver delight.

Optimize Micro and Macro Journeys
Brand image is paramount for restaurants. Every interaction with your customers plays a crucial role in shaping their perception of you. Which is why we give restaurants the ability to view and switch between macro and micro customer journeys, and investigate experiences in detail.
Be it an interaction with the waiter, or the process of making an online reservation, analyze journeys to understand inconsistencies in the restaurant experience. Compare different customer groups and gain actionable insights at each stage with recommendations on customer likes/dislikes, how to improve loyalty, retention, and more.

Address Critical Painpoints along the Journey
With our Journey Builder, restaurants won’t just be able to build end-to-end customer journeys but also identify exactly where, when and how along the journey do customers face issues and need assistance. Is there an issue with staff behavior? Or is there a problem with the variety of dishes offered?
Readily derive actionable insights from customer feedback with our journey-based approach to customer experience. Proactively uncover and address critical pain points, and consistently deliver delight.

Omni-Channel Engagement

Dynamic questionnaire Builder to Create Surveys Effortlessly
Our Questionnaire Builder helps restaurants create and customize surveys for customers in no time. Select from different question types – Yes/No, Multiple-Choice, Rating, Open-text, and more – and create unlimited surveys for different customer groups and phases of their journey.
Use our drag-and-drop functionality to easily add, delete, reorder or edit questions. Insert triggers and conditions to create different questionnaire flows based on the responses received.

Collect Feedback across Multiple Touchpoints and Channels
Collect customer feedback across 17 different physical and digital touchpoints. Use our omni-channel surveys to constantly engage with customers and track expectations in real-time, and ensure that you are always listening to what your customers have to say.
Take advantage of channels such as Email, Website, Smart Devices, QR codes, IVR, Pop-up surveys and more to track restaurant customer experience dynamically. Our omni-channel framework allows you to collect feedback across various touchpoints.

Centralize Customer Feedback from all Channels
Customer feedback collected from our omni-channel surveys is stored in a centralized dashboard in real-time. Be it the email survey you send post a customer interaction, or the tablet feedback you collect at your restaurant, all data is combined and analyzed in an aggregated manner.
Eliminate silos and view customer experience holistically on our CX platform. This helps create a consistence customer journey right from helping customers book reservation to having seamless interactions with frontline staff and ensuring high food quality.

Predictive Analytics

Create What-If Scenarios with Predictive Analytics
Go beyond knowing what your customers want today. Leverage our platform’s predictive and prescriptive analytics to anticipate what customers want, predict customer behavior and proactively address critical issues before they blow up into larger company-wide problems.
Run what-if scenarios to map the financial impact of future policies and initiatives in your restaurant. What is the impact of improving ‘variety of dishes’ by 15%? Comparing various what-if scenarios aids in prioritizing investments.

Use Path Analysis to Identify the Drivers of Restaurant Experience
What are the factors that contribute to customer experience? Restaurants can identify the underlying factors (staff behaviour, ambience, or range of dishes for instance) that influence the restaurant experience, understand correlations between them and then establish causation.
Does ambience have the maximum correlation with high NPS ratings? What drives a high rating for your restaurant ambience? Get ground-breaking insights on how various aspects of the restaurant experience impact each other and use these insights to create delightful experiences.

Discover Customer Sentiment with Deep Learning
Leverage deep learning and machine learning to uncover sentiment behind conversations that customers have about your brand. Track comments on social platforms, review sites, other third-party sites, and open-text responses and bucket the sentiment as positive, negative, or neutral.
Choose between Microsoft Azure ML, IBM Watson, and CloudCherry’s own proprietary deep learning algorithm to analyze sentiment from open-ended comments.

Real-Time Alerts & Reporting

Address Customer Feedback in Real-Time
With CloudCherry’s real-time customer experience platform, stay on top of customer feedback at all times. Be alerted of negative feedback and take action immediately. You can also set alerts for positive feedback to identify frontline staff, waiters, etc. who can be recognized and rewarded.
Set dynamic triggers in omni-channel customer surveys. For instance, get notified in real-time for when a customer rates ‘quality of food’ less than 5 out of 10 with the alert being sent to the concerned branch manager who can then look into the issue instantly.

Set Alerts for Multiple Teams across Touchpoints
Set real-time alerts on customer feedback at multiple touchpoints for multiple teams in order to proactively identify unhappy customers and resolve their issues on time.
Our customizable notifications engine allows you to create unlimited notifications across multiple channels. The alerts can then be disseminated to different teams and employees – chefs, waiters, regional managers and more.

Create Personalized Dashboards and Scorecards
We make sure that every department in your organization, right from the frontline staff to the chefs and branch managers, are empowered with the right set of insights to enhance the restaurant experience.
Create dynamic views for different teams, and set and track specific KPIs around NPS, CSAT, etc. Also, compare performances across different touchpoints, to precisely identify shortcomings and fix customer issues proactively.

“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”

HEAD OF RETAIL (SEA)

Jerome Rouch-Sirech

“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”

Senior VP, Customer Strategy

Chelsea Rae Lee

“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”

Senior Program Manager

Kitty Cheeks

“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”

Regional Head Customer Journey Experience

Raju Nair

“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”

Member Experience Manager

Jennifer Stillrich

“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”

Chief Strategy and Commercial Officer

Sanjiv Kapoor

“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”

Member Experience Enthusiast

Mandy Olson

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“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”

HEAD OF RETAIL (SEA)

Jerome Rouch-Sirech

“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”

Senior VP, Customer Strategy

Chelsea Rae Lee

“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”

Senior Program Manager

Kitty Cheeks

“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”

Regional Head Customer Journey Experience

Raju Nair

“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”

Member Experience Manager

Jennifer Stillrich

“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”

Chief Strategy and Commercial Officer

Sanjiv Kapoor

“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”

Member Experience Enthusiast

Mandy Olson

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