How does Chick-fil-A receive feedback through CEMs?

Chick-fil-A receives feedback through customer experience management (CEM) primarily by utilizing guest surveys that are included with receipts. This method encourages customers to share their experiences immediately after their visit, ensuring that their feedback is fresh and relevant. By gathering this information, the company can gain insights into various aspects of the customer experience, including food quality, service speed, and overall satisfaction.

The approach of using surveys allows Chick-fil-A to reach a wide audience and collect a substantial amount of data that can inform operational improvements and enhance the guest experience. Additionally, surveys typically provide structured data that can be easily analyzed, helping the company identify trends and areas that may require attention or improvement based on guest feedback.

While other methods of collecting feedback, such as phone calls, observing customer behavior, or leveraging social media, can provide valuable insights, the guest surveys included with receipts are specifically designed for direct feedback collection and operational assessment, aligning perfectly with the goals of CEM initiatives.