Technology

Noodles & Co taps customer experience firm to study guest behavior

Provided

September 2, 2020

In an effort to better understand how to serve its customers as the popularity of digital ordering and curbside pickup increases amid the pandemic, Noodles & Company is working with Medallia Inc. to gather real-time customer information, Brad West, executive vice president of operations at Noodles & Company, said in a company press release.

"Our partnership with Medallia has allowed us to better connect with our guests by receiving real-time feedback, which has strengthened our overall operation and positioned Noodles as a leader throughout this unprecedented time," he said.

From the onset of COVID-19, Noodles has been leveraging its to-go options and expanding curbside pickup and delivery but wanted to learn what customers thought about their procedures.

"In making this transition, we were laser-focused on ensuring our food tastes just as good eaten off-premise as it does in the restaurant, and thanks to Medallia we've been able to learn and grow with the feedback from our guests," West said.

The technology has also helped Noodles & Company identify which of its 450 locations were the highest-performing restaurants as well as identify specific team members' contributions. The executive leadership, for example, now personally reaches out to each restaurant when a positive comment is received to recognize a job well done, according to the release.