Hear from more customers and improve the customer experience of all your locations. Voice of customer feedback, field audits, and social listening all in one place.
“Benchmark process helps our franchise company better support our franchisees. Benchmark is a must have for any multi-unit chain."
– Foad Saffarzadeh, Director of Operations, Deli Delicious
SMS Customer Comments
Collect customer feedback via text messaging with a little help from Artificial Intelligence.
Hear from 5x-10x more customers monthly compared to surveys, email, helplines, etc.
Reduce negative reviews online by up to 40% because let's face it, sending in a text is a lot easier than downloading yelp.
Have real-time conversations with your customers and alleviate issues as they happen.
SMS Automated Surveys
On top of collecting qualitative data from open-ended text messages, you can also collect quantitative data via automated text surveys.
Tailor survey questions based on sentiment (happy or sad) or based on keywords.
SMS surveys have a much higher completion rate than traditional online or phone surveys do.
Turn your paper & pen field audits into digital surveys that your managers or reps can take on their mobile device or tablet while out in the field.
Ability to answer questions, leave comments and take photos.
We save our customers on average 500 man hours per year using our field audit tool versus paper audits/excel spreadsheets.
Dashboard & Reporting
Your customer experience data warehouse. On top of collecting SMS VOC comments, surveys and field audits, we can also import social media data, secret shopping reports, comments from your website and more!
A Benchmark Score is generated for each of your locations, a 0-100 score that measures customer experience and is calculated by weighing all the data collected/imported for each location.
We utilize IBM Watson's Cognitive Computing to help analyze all your data and identify trends and themes at the location level as well as at the brand level.