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Wendy's selects Clarabridge CEM text analytics solution
March 21, 2010
Wendy's International has chosen the Clarabridge text analytics solution to enhance its customer feedback program. Clarabridge is a provider of text analytics software implemented by several Fortune 1000 companies to improve customer experience management.
"A customer's experience in the restaurant industry is unique in that it can be affected by everything from cleanliness to the speed of service to the taste of the meal itself," said Glen Brandeburg, Wendy's senior vice president of operations integration, innovation and training, in a news release. "We are dedicated to providing outstanding customer service in every restaurant, every day. With the growing number of ways customers can communicate with us, we were looking for a solution that would speed our analysis, detect emerging issues and pinpoint troubled areas of our business at the store, regional or corporate level. Clarabridge provides a solution to do just that."
Wendy's Customer Feedback Program will use Clarabridge's solution to automatically collect and analyze, in real-time, close to 500,000 text-based customer comments per year from its Web-based feedback form, call center notes, e-mails, receipt-based surveys, and social media sources.
"By relying on our text-mining technology, Wendy's moves from a manual process to a state-of-the-art analysis technique that offers them the opportunity to improve their view of their customers' experiences exponentially," said Sid Banerjee, chief executive of Clarabridge. "This will have a very positive impact on operations and service at each and every restaurant, while also ensuring a consistent, positive brand image across the board."
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