With over 1 million locations in the US alone

the restaurant business garners over $800 Billion dollars in sales annually. How do you set your restaurant or franchise group apart?  It is imperative to actively seek to “wow” your customers by providing unique and exceptional guest experiences on each visit. EliteCXS offers a variety of measurement options to suit your needs. Our highly flexible and customizable solutions and reporting will focus in on the area’s most important to you.

Whether you are in the QSR, Fast Casual, Casual Dining, Fine Dining, Grocery, or Bakeries and Coffee Shops sector, you must set your organization, brand, and/or franchise apart from the competition. Managing your omnichannel approach to customer experience is how you get there. EliteCXS is here to help you on this journey with:

       Mystery Shopping, Video Mystery Shopping, Onsite Audits, Customer Survey, TrueVoiceCX Reputation Management,

Competitive Benchmarking & Employee Engagement

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A Unique Perspective

EliteCXS offers a unique perspective to the dining and/or grocery experience. Our knowledge will help you to achieve and/or maintain ratings such as Forbes, AAA, Zagat, Google, Trip Advisor, Yelp, etc. for your brand or franchise group.

Our TrueVoiceCX solution helps you drive and populate positive reviews, maintain consistency across all listing sites, real-time mobile customer chat and staying on top of your competition through competitive benchmarking. EliteCXS’ web inquiry and telephone-based mystery shopping solutions are designed to ensure your brand standards are met through active measurement of the reservation, inquiry and online ordering processes. EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal food service process. Our web design team can perform analytics and check-ups to ensure your website is running at optimal performance.

 

 Incorporating Covert Video

Using the latest in Covert Video Mystery Shopping technology, we send qualified evaluators to conduct visits at your establishments. Our editing team will refine the footage of one visit down to a interaction based video that shows each key staff interaction along with images of food presentation, facility conditions and receipts.

A typical dining environment poses many obstacles we have learned to overcome. Background noise, awkward angles, long periods of inactivity, limited lighting and documenting food items all pose challenges for the evaluator and the editing team.

The value of adding video shops along with a written component of mystery shopping is key to fully understanding the data. Much of the rapport established by the restaurant staff is difficult to document in words alone. Through covert video, you are allowed to see the mannerisms, body language, tone of voice and context of the interactions that take place. You can see first-hand how issues such as service recovery, integrity situations, upsell techniques and promotional campaigns are handled.

Interactions from a collection of videos can be compiled to create an Executive Highlight Reel of key successes and areas needing attention. The footage can be used for individual training purposes as well as for creating training modules for the staff and management. EliteCXS is here to help you improve your customer journey, one process at a time.

Quick Serve with Drive-Thru

Your success is entirely dependent on the opinions of your customers. Today’s savvy customers are far less concerned with the latest and greatest marketing campaigns. Instead, they weigh their favor based on the actual services they receive. Also, the prevalence of social media and peer review sites makes it far easier for them to share their experiences with others, whether positive or negative. That feedback can make or break a QSR business, which means restaurant owners must increase their customer experience enhancement efforts to increase customer retention and inspire brand loyalty.

Delivering a high-quality customer experience drives engagement and generates recommendations and referrals – and in today’s competitive market, word of mouth can carry quite a bit of weight. Protect your reputation and inspire customer loyalty by following these guidelines for customer experience enhancement. Your customers’ lives are continually evolving – to keep up, you need to keep in touch.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal food service process, i.e.

– Speed of Service – New project launch – Quality and accuracy of food/beverage delivery – Upsell evaluation – Ease of ordering/Menu board effectiveness – Reinforce brand standards – Gauge hospitality – Proper POP placement

Fast Casual Dining

The best and most successful fast-casual operators emphasize a quality-first attitude and focus on providing a great experience and excellent value to their customers through superior food, a great atmosphere, and excellent service. In addition, they do not let the concept of fast food delivery determine the level of service they provide. Unlike quick service, as a fast-casual brand you do not live under the tyranny of the drive-thru window, and the few extra seconds or minutes you have before delivering food provides you with many opportunities for positive interaction with customers. Combining that freedom with a bit of the fine-dining emphasis on the quality and you have a great opportunity to offer a memorable experience to consumers on each and every visit.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – New project launch – Quality and accuracy of food/beverage delivery – Upsell evaluation – Cleanliness – Reinforce brand standards – Dining interactions – Proper POP placement

Casual Dining

As a restaurant owner, providing a great customer experience is essential to your success. A great customer experience is equal parts communication and genuine attention to your diners. When guests visit your restaurant, you want them to feel welcome. When you treat them with care and respect while providing an excellent meal, they’ll come back to your restaurant again and again but no matter how fabulous the décor is or how delicious your food is, if the service doesn’t meet or exceed customers’ expectations, there is a good chance they won’t come back

Delighted customers are integral to your business model. According to a Harvard Business School study on Starbucks, customer satisfaction has a massive impact on your revenue. Regarding Starbucks, they found that the satisfied customer visits 4.3 times per month, spends $4.06 and is a customer for 4.4 years. They went on to find that the highly satisfied customer visits 7.2 times per month, spends $4.42 and is a customer for 8.3 years.

That’s great, but what happens when you have a dissatisfied customer? In a Customer Experience Report, researchers found that the #1 reason customers abandon a brand is due to poor quality and rude customer service. These items were cited 18% more often than slow or untimely service.

Combined, these two studies describe the importance of excellent customer service. They suggest that great customer service can make or break your restaurant.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Host Friendliness – Quality and accuracy of food/beverage delivery – Upsell evaluation – Food and Beverage quality – Server Check-In’s
– Manager interactions – Cashier interactions – Cleanliness – Reinforce brand standards – Conflict resolution – Proper POP placement

Fine Dining

Each fine dining restaurant is unique, but all share a few common characteristics. With precise attention to detail, perfect execution, and exceptional service, every fine dining restaurant aims for a top-notch experience. And while today’s fine dining has evolved into an eclectic blend of cuisines and concepts, many aspects of the high-end experience remain the same. Efficient, customer-centric, organized service is an integral part of great restaurant experiences.

Establishing great customer service is especially important, and costly, for a fine dining experience. High quality customer service is not the stereotypically snooty waiter of movies, rather it is a large group of staff being attentive to the needs of customers. Waitstaff in fine dining restaurants need to be well trained and comfortable with a diverse group of customers. Providing this dining experience will often single-handedly determine if a guest will consider your restaurant a second time or not. Each touchpoint, from how hosts seat guests to how guests order and pay for their food, is a potential point of friction if it isn’t efficient. These aspects might not seem significant, but they are impressive to any customer. They realize that you’re committed to providing the best dining experience. It’s the small details that matter.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Host Friendliness – Quality and accuracy of food/beverage delivery – Upsell evaluation – Food and Beverage quality – Server Check-In’s
– Manager interactions – Bar integrity – Cleanliness/table care – Reinforce brand standards – Conflict resolution – Cash Handling – Valet – Wine handling and service

Grocery

The U.S. grocery industry is undergoing its most significant transformation in modern history. This shift is putting a massive amount of pressure on established supermarkets and the CPG products sold on their shelves.

Without changes in the way they operate, these companies will fade into obscurity or bankruptcy within the next few years. Although this seems like a bold prediction, one only need to look at the recent past for proof; 18 major grocers have gone bankrupt in the United States since 2014. Traditional supermarkets face threats from increased competition as smaller brands enter the market, lower prices and online growth.

Providing customers with a delightful shopping experience means you get to turn a much larger number of visitors into loyal repeat customers. After all, people aren’t going to shop where they feel unwelcome or taken for granted. The most memorable customer experiences are the ones that create an emotional connection with customers. In fact, businesses that use emotional connections outperform their competitors by 85% in sales.

The quickest path to getting ahead of your competition, reducing threats and providing a better customer experience is engagement, engagement, engagement. You need to create customer interactions that produce engagement.

Brands that consistently practice a customer-first mentality focusing on their convenience, their time, their mentality, their tendencies, their comfort, their perception, their limited attention span succeed even when faced with lower priced competition.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Staff Friendliness – Staff engagement in Aisles – Counter interactions – Produce interactions – Customer service interactions – Cleanliness – Reinforce brand standards – Cashier interaction – Cash Handling

Bakeries and Coffee Shops

In the highly competitive world of bakeries and coffee shops, how do you distinguish yourself from the competition and build a loyal following and repeating customer base? Set your store or brand apart by going above and beyond to delight customers in unexpected ways.

Can you remember a time when a total stranger made your day? Chris G. from Richmond, British Columbia can remember a moment like this, and it was a barista at a local coffee shop who turned their day around. The barista didn’t do anything over-the-top; it was just a small gesture that showed she cared. He tells the story like this:

“I visited a coffee shop on what had been a particularly rough day to pass the time before meeting my wife. When the barista asked me how I was doing, I simply told her it had been a rough day & wished I could press a restart button. She empathized and apologized on behalf of “the world.” I smiled and we went our way. After fulfilling my order, I sat down at a table to pop open my laptop. No more than five minutes later, she approached me and offered me a fresh made cookie with the word “restart” drizzled in chocolate.”

That’s pretty great customer service, right? What’s crazier is Chris says this happened over ten years ago and it still resonates with them today. How did a coffee shop create a powerful customer experience that is still remembered a decade later? The answer can be found in the psychology of surprise and delight. Not only do delightful experiences encourage customers to share their experience, it also makes them more likely to return to the shop and become a loyal customer.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Server/Barista Friendliness – Quality and accuracy of food/beverage delivery – Upsell evaluation – Food and Beverage quality – Cleanliness/table care – Reinforce brand standards – Speed of delivery -Ease of ordering/Menu board effectiveness – Overall atmosphere

Delivery and Curbside Service

Cultivating a high level of customer delight is a priority for all restaurant brands as foodservice is one of the most competitive industries. The 2018 American Customer Satisfaction Index (ASCI) reported that American now spends more than half of their food budget on dining out, which puts the annual sales projection for the restaurant industry at nearly $800 billion.

If you’re not able to deliver a high level of customer delight, chances are that a competitor will do so and reap the benefits. Achieving this level of customer delight is increasingly challenging because customer have new expectations for the restaurant experience thanks to third-party platforms like Grubhub and non-traditional dining experiences like curbside pickup.

The shift to digital engagement has signified a change in the way people acquire meals from restaurants. Some customers still prefer to sit down and dine at a restaurant, but there are growing trends towards delivery services and curbside pickup. In fact, Red Robin benefited from these “off-premise” services. On top of happier customers, the ASCI reported said that the franchise gained a 40 percent increase in off-premise sales year over year in the first quarter of 2018.

The idea of food delivery isn’t new, but the growth of companies moving into that industry has increased dramatically over the past few years. Groups like Grubhub, Eat24, Uber Eats, and DoorDash (in addition to traditional delivery services) make it easy for any consumer to get food from restaurants. Delivery options also contribute to additional revenue for participating restaurants. The ACSI report showed that restaurant revenue increased by 20 percent over the past five years.

Curbside Pickup Drives Increase in Customer Loyalty – The difference between the traditional food pickup and curbside pickup is small, but it’s enough to make an impact on customer satisfaction. In a QSR Magazine article, Curbside CEO Jaron Waldman said that curbside pickup – when paired with mobile ordering – increased customer loyalty and satisfaction. In addition, businesses that used curbside pickup had a sales increase of 45-75 percent. Adding curbside pickup to any restaurant only increases the level of convenience for customers when they order online or through their phone. Based on Waldman’s report, customers that like the pickup experience are happy to do it again, which means more revenue and loyal customers.

Remapping the Customer Journey

In addition to these operational changes restaurants need to adapt to a new version of the customer journey. Thanks to digital channels, there are now multiple ways – such as curbside pickup and deliveries – to literally consume the food produced at most restaurants. This means that there are now even more reasons for customers to display their displeasure of the food at the restaurant via reviews even if the fault might lie with the delivery system or other factors beyond your control.

You’ll also need to have a review response plan in place to address any negative reviews left on these sites. Doing so not only helps the restaurant save face and find new ways to improve the service but it also shows customers that you care about their feedback.

Satisfied Customers Leave Reviews

If you’re able to walk the tightrope and meet these changing demands, you’ll see a payoff in the long run in the form of rave reviews. An online reviews survey showed that 55.5 percent of customers view online reviews as influential when choosing a restaurant. By making diners happy with convenient digital engagements, you increase the chances of a customer leaving a positive review of your restaurant.

In fact, the percentage of people who leave a positive review of a restaurant increased between 2018 and 2019. Placing customer satisfaction as the main priority leads to better experiences and happy diners, who will gladly leave rave reviews that attract more customers and bring in more revenue.

Our TrueVoiceCX solution will help you keep a finger on the pulse of your businesses’ lifeline by obtaining customer feedback, driving and populating positive reviews, maintaining consistency across all listing sites, social media engagement, real-time mobile customer chat and staying on top of your competition through competitive benchmarking.

EliteCXS’ onsite mystery shopping and video mystery shopping solutions are designed to drive higher customer delight levels and profitability through active measurement of front-line staff and their execution against the ideal level of customer experience, i.e.

– Overall hospitality – Ease of ordering – Quality and accuracy of food/beverage delivery – Upsell evaluation – Food and Beverage quality – Delivery timing – Reinforce brand standards – Speed of pick-up delivery

Think how best you can tackle these challenges for your organization, and how a data-driven customer experience platform like EliteCXS can help. Ensuring the best customer experience and quality service possible is what creates brand loyalty for your organization, and ultimately grows your business.

Get in Touch Today!