Fabulous Fan Fayre Measures Customer Satisfaction for Manchester City Football Club

Fabulous Fan Fayre is the catering partner of the Manchester City Football Club, serving up culinary delights to thousands of hungry fans at the Etihad Stadium. In order to ensure customer loyalty, it was important for them to consistently measure customer satisfaction with their food. What’s more, they also wanted the ability to react in real-time, by addressing any negative feedback or complaints on the spot. With QuickTapSurvey, Fabulous Fan Fayre was able to quickly get the feedback they needed to keep their customers happy.

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The Challenge

• Capture in-person customer feedback at hospitality areas, fan zones, public concessions
• Facilitate on-the-spot complaint resolutions
• Gather intelligence to enable reporting, tracking and analysis
• Ensure contractual customer satisfaction KPI targets are met or exceeded
• Train staff previously unfamiliar with mobile data capture platforms

The Solution

• Use mobile friendly QuickTapSurvey Android tablet app to promote positive brand interactions
• Use real-time reporting to immediately react to customer feedback
• Design data-driven performance metrics to capture operational effectiveness
• Use response data to calculate customer satisfaction rating
• Take advantage of QuickTapSurvey resources — Customer Success Team, Onboarding, Help Center

The Results

• Reached customer satisfaction rating of 87%, outperforming initial targets
• User friendly interface and club branded surveys resulted in increased survey participation
• Advanced real-time reporting led to instant decision-making, provision of high levels of customer service
• Combining KPIs and customer satisfaction surveys facilitated a more holistic view of performance
• Simple and intuitive, app entirely eliminated need for training

Originally published at QuickTapSurvey Blog.