What makes customers unhappy?

The question

With a choice of four meats, great yorkies and unlimited sides, Toby Carvery really is the home of the roast. Always keen to improve, they wanted to understand what was causing some guests to become detractors. They had loads of Free-Form Text data (survey scores, Facebook posts, TripAdvisor reviews), but had no way of turning all this commentary into insight.

Our approach

We started working with Toby to get a good understanding of their business and the customer experience. We then took data from all their sources, combined with some social listening of our own.
From this, we explored each aspect of customer experience. This let us develop a highly detailed analysis framework which we then applied to interpret thousands of guest experiences.

The answer

We were able to clearly show exactly which parts of the experience were turning people in detractors. And from this, pinpoint what needed to be addressed to improve it, helping to shape future operational and HR practices.