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28/01/2010

By Scott Thompson

Paramount Restaurant Group, which includes Chez Gerard, Bertorelli, Livebait and Caffè Uno, has launched a customer insight programme in 74 of its restaurants.

The programme, utilising an Emphatica solution, involves diners being invited to give feedback on their experience through a dedicated website by receiving a business card invitation with their receipt.

Group sales and marketing director, David Hutchinson, says: "The Empathica solution enables Paramount, for the first time, to gain real-time guest feedback on their experience in our restaurants. Furthermore, if any guest has an experience that is less than our brand expects, we are able to utilise the Guest Rescue tool to contact the guest and address the matter immediately to help maintain loyalty and trust in our restaurants."

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