Active management of guest satisfaction at Marche restaurants led to increased customer loyalty.

Marche Movenpick is one of the first companies in Slovenia to recognize the importance of monitoring customer satisfaction. They began measuring in the spring of 2017 across all restaurants in Slovenia, and a few months later, they introduced measurement in their Croatian restaurants. Early months of measurement showed trends of improved customer experience, and after a year and a half, we can talk about concrete, positive results.

Marche Movenpick decided to manage customer satisfaction in order to:

• better understand their customers' needs,
• increase customer loyalty by improving company services, and
• activate employees and actively involve them in customer satisfaction management.

How Does Marche Movenpick Achieve These Goals?

• Every customer is a potential mystery shopper. After visiting the restaurant, they are invited to rate their experience (by logging into free Wi-Fi or entering a code received on their receipt).
• Overall satisfaction and satisfaction with employees are measured.
• Due to a large percentage of foreign guests, the company uses the multilingual rating system Artur.com.

Results:

• Over 6,500 feedback entries (an average of 25 per month for each restaurant).
• Improvement of the CSAT score by 9.3%.
• Improvement of the NPS index by +15 points.
• Noticeably greater employee activation for a better guest experience.

Improvement in customer satisfaction with various service elements by 9.3 percentage points.  

Increased customer loyalty, NPS index increase by 15 points.