CKE Restaurant Holdings has selected Black Box Intelligence’s customer experience management platform, GuestXM to gather insights on customer experience (CX) across all its businesses across the world.
CKE Restaurant is the operator of Carl’s Jr and Hardee’s restaurant brands.
GuestXM is designed to capture guest feedback from social, review and survey channels using the natural language processing (NLP) model.
Black Box Intelligence said that the platform will offer CKE Restaurants analytics to assist its teams in quickly identifying issues and opportunities to improve service procedures.
It added that GuestXM currently serves more than 400 brands and 100,000 restaurant units.
CKE Restaurant Holdings International president Mike Woida said: “With over one thousand restaurants worldwide, we need to have a strong pulse on the brand experience.
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“Our direct customer feedback through GuestXM surveys allows us to ensure that the quality of service and value of our products are always aligned to the broader brand vision, regardless of region or franchise.
“With GuestXM, we are able to measure customer satisfaction in all restaurants and identify opportunities across the customer experience.”
GuestXM platform will assist CKE Restaurant to streamline its tech stack and gain more actionable insights.
CKE International ops services and training senior director said: “After optimising our surveys, we were able to extract more information with less heavy lifting from our reviewers.
“Not only are we getting a higher volume of reviews, but our completion rates are increasing, giving us more context behind how well we’re delivering on customers’ expectations.”
“We know that customers want convenience and excellent service. We’re thrilled to have found an innovative partner who can help us deliver on both fronts.”