We are committed to working hand-in-hand with our customers to design and deliver customized, innovative solutions that begin with listening to the customer. The success that Prime has realized is representative of the improvements that all organizations can realize when deploying customer-focused programs.
Ottawa, Canada (PRWEB) March 17, 2009
In-Touch Survey Systems Ltd. ("In-Touch") today announced that Prime Restaurants of Canada Inc. ("Prime"), a leading Canadian franchisor and operator of casual dining restaurants and premium Irish pubs, has once again selected In-Touch to measure ongoing guest satisfaction levels, in order to gain valuable customer insight regarding the restaurant and brand impression.
In-Touch has a long-standing relationship with Prime, which has evolved over ten years to include customer and employee satisfaction measurement, utilizing a variety of methodologies. Prime's overall goal was to continually monitor guest satisfaction and define opportunities for improvement, while providing franchisees with valuable information to optimize their operations.
Using web-based and in-store tablet survey solutions from In-Touch, Prime was able to expand their initial project scope to include data collection that evaluated guest interest in new menu offerings, while determining the likelihood for repeat visits to the restaurant, in order to provide franchisees with location insight and performance goal metrics. Guests at Prime restaurants are provided with a website (URL) on their restaurant receipt and are given an incentive to visit the website and complete the survey, which gathers input on all aspects of their experience.
Taking a step beyond simple measurement, a key element of the solution is Prime's ability to take action with customers who had expressed less than positive feedback regarding their restaurant visit. With In-Touch's Customer Rescue solution, Prime can follow up directly with these guests to learn more from them and to engage in a dialogue to improve their perception of the restaurant and brand.
By implementing the Voice of the Customer (VOC) feedback into their operations, Prime has greatly improved their guest satisfaction levels and increased customer loyalty. As a direct result of working with In-Touch, listening to their customers and taking appropriate action, they have benefitted from a rise in repeat guest visits and increased recommendations by current customers.
"We truly value customer relationships such as ours with Prime," said Lynda Partner, President and COO, In-Touch Survey Systems. "We are committed to working hand-in-hand with our customers to design and deliver customized, innovative solutions that begin with listening to the customer. The success that Prime has realized is representative of the improvements that all organizations can realize when deploying customer-focused programs."
"We view In-Touch as a valuable partner in the success of our guest satisfaction programs," said Jack Gardner, Vice-President Sales & Marketing of Prime's Casey's Grill and Bar and Prime Pubs brands. "As a direct result of the knowledge we have gained from our work with In-Touch, we have implemented several new internal programs such as employee training and revised operating procedures that have further enhanced our guests' dining experience. In-Touch provides us with the insight required to keep our guests happy and ensure the future success of our business."
About Prime Restaurants of Canada Inc.
Prime Restaurants of Canada Inc. operates and franchises a diversified portfolio of leading brands of casual dining restaurants and premium pubs across Canada under such trademarks as: "East Side Mario's," "Casey's Grill • Bar," "Fionn MacCool's," "D'Arcy McGee's," "Paddy Flaherty's," "Tir nan Óg," "Bier Markt" and "Pat & Mario's."
Prime Restaurants Royalty Income Fund is listed on the Toronto Stock Exchange under the symbol EAT.UN. Visit http://www.primerestaurants.com for more information.
Founded in 1992, In-Touch provides integrated solutions for market and customer research, custom data capture and mobile marketing for global enterprise customers. Our commitment to customized, measurable solutions for retail, finance, services, automotive and hospitality industries delivers a greater return on investment from corporate marketing and operations budgets. Headquartered in Ottawa, with regional offices in Chicago, Minneapolis and Toronto, In-Touch takes pride in their reputation for leading edge data capture, stellar customer support and advanced professional services.
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