In a sure sign that text analytics technology is going mainstream, Wendy's International plans to use analysis software to enhance its customer feedback program. The solution will be used to analyze nearly half a million text-based customer comments per year collected from Wendy's Web-based feedback form, call center notes, e-mail messages, receipt-based surveys, and social media sources. The chain's customer satisfaction team currently uses the combination of spreadsheets and keyword searching to review comments in a slow, manual approach.
The technology reportedly will enable Wendy's to report on customer experiences down to the store level within minutes. This will help corporate, regional and store managers to spot and address problems related to everything from cleanliness to the speed of service and the quality of the meals.
