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The Customer Experience Monitor (CEM) is the system we use to get feedback from our customers' dining and ordering experience. This system tracks everything from the time the pull onto the lot until they receive their order. The information this system provides can be used to improve or maintain all areas of the business, so it is important for all leaders regardless of where they work in the business.
Once you have completed this section, you will be able to:
See a running 90 day score of our customer experiences
Look up comments that customers have provided based on their experiences
Run a full scale report on every attribute that is evaluated by the customer
90 DAY RUNNING SCORe
90 DAY RUNNING SCORe
90 Day CEM.mp4Login to @Chick-fil-A
Under Reports and Tools select "Customer Experience Monitor (CEM)"
To display more of the restaurant scores click "View All Measures"
On the right side of the screen, the "Where are my opportunities?" section shows you where the widest gap between the average and a single day score
CUSTOMER COMMENTS
CUSTOMER COMMENTS
Comments CEM.mp4Login to @Chick-fil-A
Under Reports and Tools select "Customer Experience Monitor (CEM)"
Under Text Analytics + Alerts, select "Comments"
Scroll down to see Overall Sentiments (Positive or Negative)
Scroll further and you will see Topics and how positive or negative the comments are for both Categories and Products
FULL SCALE REPORT
FULL SCALE REPORT
Full Scale.mp4Login to @Chick-fil-A
Under Reports and Tools select "Customer Experience Monitor (CEM)"
Under Reports and Analytics, select "Report Builder"
Under report type select "Full Scale"
Select the dates you want (the longer the period, the more of an average you will get)
Choose if you want to compare to other levels, such as our Tulsa Market, our Operator Team, the whole chain, etc.
Select the survey items you would like to appear in the report
Select any results you would like refine (Type of visit, time of day, day of the week, etc.) by selecting Refine Report and choosing the filters you would like
Click "Save/Export" if you would like to download the report you created
We appreciate you taking the time to invest in yourself. Please fill out this form therefore you can get compensated for your time.
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