Connecting With Our Customers. Telltacodelmar.com

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1 Connecting With Our Customers Telltacodelmar.com

2 Introducing Telltacodelmar.com Telltacodelmar.com is a website through which our customers grade their experience with us. It s always on 24/7.

3 Introducing Telltacodelmar.com We ask a small number of critical questions at each store, every day and give store teams constant snapshots showing how each store compares to their region and the company as a whole

4 Why do we need this connection with our customers?

5 Quality Customer Feedback = Sales Growth The grades customers give you are an extremely reliable predictor of sales growth. PS. Only an A+ moves the needle. An A doesn t do much. That means we want our average grade to always be a 4.5 or better. (On a 5-point scale.)

6 In a recent study, Accenture found that When facing a negative experience, nine out of ten consumers spread the word to people around them; around 32% share their bad experience via Social Media sites such as Facebook, YouTube PS. The same is true of GOOD experiences! That means a big opportunity for us! Harvard Business Review 2003

7 How will we ask our customers for feedback?

8 Asking Customers for Feedback We ll ask for feedback in several ways, including the following. Signage within locations Our website Printed materials (like cups!) s directly to customers We have some fun with this, too! Changing things up keeps things interesting and fresh for customers.

9 What does the survey look like?

10 The TellTacoDelMar Survey Customers visit us at TellTacoDelMar.com to share their feedback. It just takes a minute or two to complete. They can also use their mobile device including by scanning a QR code!

11 Customers select the specific Taco Del Mar they visited by State and City. (If the customer visits the survey from a mobile device, they ll automatically get a mobile-optimized survey.

12 Each city s locations are displayed separately.

13 Customers select the date of their most recent visit.

14 Our first question is the famous Would you recommend us to a friend. This question is a hugely important predictor of whether or not customers come back to you. On this scale, we always want an 8 or a 9. On a 5-point scale, we re looking for a five.

15 We then focus on extremely actionable things that you can show to your front-line teams directly!

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17 As always, we have a catch-all question. If the customer hits fair or disappointing, the system will automatically Red Flag the response. Red Flag Alerts are sent via directly to Franchisees so that you can respond to the customer personally. We also have a pop-up which collects a bit more detail about what went wrong.

18 And we ask a few marketing questions, such as what brought a customer in, what other brands they might choose when they don t choose us and what kinds of advertising they respond to.

19 And, lastly, we ask the customer for their contact info. This is great information for us to have, but it s especially useful if something hasn t gone well. (That s only a very small percentage of the time less than 5% of survey responses!)

20 How do I see my results?

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22 Your Franchisee Dashboard a. Logging In: Log in via Fishnet it s that easy! b. Dot Scores: The dots reflect each location s average grade for the grading period the trailing 30 days. The dots indicate average grades as follows: a Green Dot (Great!) = Yellow Dot = Red Dot = 3.9 or less e f b c d c. Red Flags: If a customer marks our catch-all question ( Overall, how did we do? ) as Fair or Disappointing, the software will instantly and text message that location s appropriate contact person with an alert. The column with a red flag on top shows the number for the current week. d. Trend Arrows: Trend arrows show how the trailing 7 days compares to the past 30. e. Restaurant Reports: Click on the restaurant s name to see that restaurant s individual report. (See next Quick Reference page.) f. Number of Surveys Completed: The # column shows the number of people who have graded this restaurant within the grading period. After the first month, this should never be less than Any less means that TellTacoDelMar.com isn t being promoted at restaurantlevel.

23 Store Reports a. Analytics (Customer Comments): Click on analytics to view the Customer Comments report, and other handy reporting! (See next page.) This is where you see the typed comments customers leave for us. a b b. Account Settings: Click on my account to make changes to your account settings, including adding employees who should also have access to the system. d e f c. Chart: The dark teal area on the chart shows this restaurant s average grade by week over the past 12 weeks compared to the region (dark blue line) and the company (orange dotted line.) c d. Trend Arrows: Trend arrows show how the current week compares to the past four complete weeks. e. Benchmarking: Restaurants are bench-marked against other restaurants in this group and the company as a whole. f. Scores: Just like the dot scores, all restaurant grades are averages over the grading period the trailing 30 days.

24 Analytics Customer Comments Report a. Default Settings: The system will default to showing you today s date. You can change the date range to show surveys from any window of time you choose. Repeat Graders: The system is set up to recognize customers who grade a restaurant more than once in 30 days. Survey responses that appear from a single computer within 30 days are displayed in the Customer Comments report, however the grades given do not impact the restaurant s grades. a The system identifies a repeat responses with a brief comment inserted at the beginning of the comments.

25 Analytics Customer Comments Report Notes. Within analytics, the most commonly used report is Customer Comments. Our whole team can post notes to a discussion thread on any customer comment, allowing us to share information and track customer complaints all the way to resolution. Customer-grams. Just got a terrific customer comment? Click on the icon to convert any customer comment into a ready-to-print Customer-gram, perfect for posting on the wall. It s a great way to recognize positive employee performance. Personal Bulletin Board. Just click on the icon to save comments you want to remember to your own, personal bulletin board. (You view your Personal Bulletin Board by selecting it from the list of filters. Functionality. Clicking on a customer s address or the icon allows you to instantly respond or forward a customer comment to a coworker with a cc to yourself if you d like to keep a copy in your Outlook.

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27 My Account Settings a. My Account: Your MyAccount settings allow you to change your profile, including your password and address. Though the system is linked to FishNet, you might wish to log in directly from the web at Setting up a password here allows you to do so. The address in your profile is the one to which the system will send Red Flag Alerts, as well as other weekly reporting. a b b. Add Managers: You can add managers, even if they don t have FishNet access, so that they can log in and see grades and comments. b Multi-unit franchisees can select which locations are visible to managers. care@customerville.com

28 Each week users get reports. Your Grade Snapshot shows up each week on Wednesday. Your Comments Wrap-up shows up each week on Friday. Red Flags those show up in real time. (As well as any note updates you make in the Customer Comments Report.)