News

QSRs add direct customer feedback tool

March 12, 2013

DTT has introduced a new customer feedback tool, SCREAM, that is accessible through DTT's enterprise portal, MyDTT. The new took allows restaurant operators to receive and respond to customer comments instantly by text message or email.

With marketing posted prominently throughout participating stores, patrons are also able to text their questions, comments, or complaints to the owner/manager directly.

After a 3-month pilot in 30-plus locations, DTT decided to launch the service companywide. McDonald's owner operator, Conny Kramer, tested the product in eight of her stores and plans to roll it out into all 14 this month.

"We are very excited about the program. The feedback we get from customers via text is a lot more effective than what we have received in the past with other programs. This is an opportunity to hear directly from customers and tend to their concerns immediately. We would not open another store without including the SCREAM product. It is really helping to manage our multiunit operation," Kramer said.

Cold Stone Creamery operator, Scott Knepper, also tested the service in all of his Cold Stone units.

"Customers do a good job of pointing out areas of improvement at the stores. It's a great tool and opportunity for me to communicate with them directly," he said.

"We are very proud to be launching such an innovative product and know that our customers will quickly recognize the value in creating a direct line of communication with their own customers and will appreciate the ability to manage the whole program from our online portal, MyDTT," added Sam Naficy, president/CEO for DTT.

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