Entertainment

Andretti Indoor Karts & Games

7 Locations Nationwide
Andretti Indoor Karts & Games revolutionizes customer service with Real Time Feedback at one of the premier entertainment venues in the U.S.
44%
Faster Response
Real Time Feedback Web-to-Text Feature
Andretti’s is one of the premier entertainment venues in the U.S., filled with tons of games & rides, food & beverage, party rooms, and much more. With thousands of visitors at each of their 7 locations, maintaining exceptional customer service is both critical and challenging.
TESTED AT 2 OF 7 LOCATIONS WITH REMARKABLE RESULTS

The Results Speak for Themselves

1,318

Total Feedbacks

From Customers
593

Negative Experiences Saved

Issues resolved in real time
44%
Decrease in Response Time
Faster customer resolution

THE CHALLENGE

High-Touch Service at Scale

Andretti’s expansive operations and thousands of visitors at each of their 7 locations make it challenging to provide the kind of high-touch customer service and flawless operations that Andretti’s insists upon.

Of course, even in the best run operations, issues do arise. However, Andretti’s lacked a platform for feedback in the moment, resulting in a gap in their exceptional customer experience.

1

Thousands of visitors across 7 large venues

2

No platform for real-time, in-the-moment feedback

3

Issues couldn't be addressed before customers left

4

Gap in otherwise exceptional customer experience

7

Locations Nationwide
Thousands of daily visitors

With massive venues full of games, rides, and attractions, maintaining high-touch service for every guest was a significant challenge.

THE SOLUTION

Enter Real Time Feedback

Pilot
Test at 2 Locations

Andretti’s chose two of their seven locations to test Real Time Feedback. They placed Real Time Feedback’s QR codes in common areas throughout each location, in restrooms, on arcade games, near the go-kart tracks and equipped their managers with the Real Time Feedback app.

The results were remarkable.

Strategic QR placement in high-traffic areas

Managers equipped with mobile app for instant alerts

Real-time issue resolution while guests are on-site

Seamless integration with existing operations

Reputation Scorecard

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THE RESULTS

Remarkable Outcomes

The pilot program at just 2 locations delivered outstanding results that validated the investment.

Experiences Saved

593

Negative experiences that were resolved before guests left unhappy.
Response Time

44%

Decrease in response time to customer issues and concerns.
Turning Feedback into 5-Star Reviews
57%

Of recipients clicked the rating link after their real-time interaction

76%

Of those giving a rating generated 5-star reviews on Google, Yelp, etc.

1,318
Total Customer Feedbacks
Direct insights from guests at just 2 pilot locations, paving the way for company-wide rollout.

The Conclusion

Andretti’s customers with resolved concerns now leave happy and are much more likely to return. Even better, the customers that offered positive feedback, or had their issues resolved to their satisfaction, often wrote great online reviews.

After the real-time interaction, customers were sent a link to rate their experience on a scale of 1-5. Five Star reviews were sent to one of Andretti’s public review sites (Google, Yelp, etc.) while 1-4 Star reviewers were asked to inform management where Andretti fell short.

"This is really the first platform that I've seen where we give our guests the ability to tell us what's wrong, and gives us the opportunity to fix it right on the spot."

Maria Agresti
General Manager, Andretti's Orlando

Ready to Revolutionize Your Guest Experience?

Join Andretti’s and thousands of other entertainment venues using RTF to deliver exceptional customer service at scale.

Request a demo