Restaurant

Shell Shack

Multiple Locations
How Shell Shack used Real Time Feedback to increase customer engagement, positive experiences, and drastically decrease response time on customer feedback.
61%
Faster Response
Real Time Feedback Web-to-Text Feature
MEASURABLE IMPACT ACROSS CUSTOMEREXPERIENCE AND OPERATIONS

The Results Speak for Themselves

232

Total Feedbacks

From Customers
157

Negative Experiences Saved

Issues resolved in real time
61%
Decrease in Response Time
Faster customer resolution

THE CHALLENGE

Gaining Deeper Insight Into Customer Sentiment

The management team at Shell Shack aimed to gain deeper insight into customer sentiment in their restaurants. In order to achieve this goal, they implemented a new strategy of placing QR codes throughout their locations to allow customers to provide real-time feedback on their experiences.
1

Limited visibility into real-time customer sentiment

2

Feedback often came too late to address issues

3

No direct line of communication between customers and management

4

Needed data to make informed decisions about menu and operations

?
Customer Sentiment
Unknown without direct feedback
Management needed a way to understand what customers really thought about their dining experience in real time.

THE SOLUTION

QR Codes for Instant Customer Feedback

Real Time

Feedback Solution
Shell Shack implemented Real Time Feedback’s QR codes throughout their restaurant locations, giving customers an easy way to share their thoughts and experiences directly with management.

QR codes placed strategically throughout restaurants

Instant notifications to management when feedback arrives

Ability to respond and resolve issues in real-time

Valuable data for menu and operational decisions

Reputation Scorecard

DO YOU KNOW YOUR COMPANY’S REPUTATION SCORE?

Get a comprehensive analysis of your online presence with ratings from Google, Yelp, Facebook, and more.

CHECK YOUR ONLINE REPUTATION NOW

THE RESULTS

Measurable Impact

Real Time Feedback helped Shell Shack gain valuable insights and dramatically improve their customer experience.

Experiences Saved

157

Negative experiences that were resolved before becoming public complaints or bad reviews.
RESPONSE TIME

61%

New 5-star Google reviews generated through improved guest experiences.
232
Total Customer Feedbacks
Direct insights from customers that helped Shell Shack understand sentiment and make better business decisions.

The Conclusion

By giving customers the ability to directly contact management in real time, Real Time Feedback greatly improved the customer experience and accelerated the chance of positive online reviews and ratings, while emphatically decreasing response time when customers left feedback.

"Our old CEO had made some changes with some recipes and the menu. RTF really helped us understand that most our customers just wanted to keep it the same."

Mike Colatarci
Director of Marketing & Operation Service

Ready to Transform Your Restaurant?

Join Shell Shack and thousands of other restaurants using RTF to revolutionize their customer feedback.

Request a demo