Restaurant chain Zizzi invests in customer experience system

11th May 2011, 4:25pm

Zizzi, an Italian restaurant chain with 115 locations in the UK, is focusing on getting closer to its customers with the introduction of a customer experience management (CEM) programme from Empathica, a CEM expert.

The new programme will enable Zizzi to gain daily feedback from real customers and drive operational improvements across the chain. 

Zizzi, part of the Gondola Group, has rolled out Empathica's programme across the entire chain following a successful pilot programme in 18 of its restaurants.

Helen Higgins, head of marketing at Zizzi, explained its importance: "The response rates during the pilot stage were phenomenal and we have received a large amount of positive feedback from all locations. Our business is based upon the ethic of providing great food and service, and the philosophy that it is the people who make the restaurant. The Empathica programme allows us to listen to the opinions of thousands of our customers, make improvements based on what matters most to them, and motivate our staff to continue to provide them with an excellent dining experience.

"We chose to partner with Empathica because of their expertise and broad experience in working with hospitality brands. A number of our employees have previously worked with the company and hence gained a full appreciation for the value of their CEM programme. For example, in a few short months, we have understood that our drinks' offering wasn't meeting our customers' expectations and as a result undertaken additional research to understand exactly what it is that our customers want."

Related Articles:

• 04 Mar 2011 - Charity Chip ‘N’ Pin receives over 250,000 donations through Zizzi, Domino’s Pizza and Travelodge
• 17 Jan 2011 - High street restaurant Zizzi to ban couples on Valentine's Day and play cupid
• 05 Jan 2011 - Charity Chip ‘N’ PIN donations to launch in Zizzi restaurants
• 08 Dec 2010 - Sing for your supper at Zizzi’s St Giles restaurant
• 27 Oct 2010 - Restaurant brands listed in Nunwood Customer Experience Top 100

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