Comprehensive web-system at backend for enhanced customer’s experience
ABs – India’s one of the largest & fastest growing chain of barbecue restaurants, required a system to collect and save customer records on continuous basis, integrate GSI (Guest Satisfaction Index), NPS and track guest feedback and complaints. Since ABs have different brands – AB’s and 3B’s, they wanted the system to have a logical separation for each brand. This system also required to handle customers complaints on priority basis and escalated to higher level if not closed in a time bound manner.
AB's, one of India's fastest-growing barbecue restaurant chains with multiple brands including AB's and 3B's, needed a comprehensive system to:
AB’s lacked a centralized, scalable system to continuously capture, store, and manage customer feedback from all outlets, making it difficult to maintain consistent data, visibility, and actionability across its rapidly growing restaurant network.
There was no structured mechanism to calculate, monitor, and compare GSI and NPS individually for each brand and outlet, limiting AB’s ability to measure guest satisfaction and brand-level performance accurately.
Guest complaints were difficult to prioritize and track due to the absence of a defined workflow, resulting in delayed resolutions and no automated, time-bound escalation to higher authorities when issues remained unresolved.
Performance reporting was fragmented, with no unified view across outlets, cities, regions, or brands, making it challenging for leadership to access timely insights, identify trends, and make informed operational decisions.
We developed a custom web-based application tailored to AB's operational needs, structured into four core functions:
User Management: Role-based access for head office, regional teams, and outlet staff. Feedback Data Entry & Processing: Easy input of customer ratings and feedback across locations. Automated GSI & NPS Calculation: GSI is calculated using brand-specific weighted sub-parameters. NPS is generated automatically from guest responses to key loyalty questions. Reports are auto-generated and accessible by outlet, city, region, or brand. Complaint Management (Guest Recovery): Each complaint is logged with a ticket ID. Audio and image uploads supported for better resolution. If not resolved within a set time, it is automatically escalated to higher authorities.
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We developed a custom web-based application tailored to AB’s operational needs, structured into four core functions:
Streamlined Feedback Management across hundreds of outlets. Improved Guest Satisfaction with quicker complaint resolution and structured recovery. Real-Time Visibility into GSI and NPS trends for better decision-making. Increased Operational Efficiency with automated workflows and escalations. Enhanced Brand Trust by actively listening to customer voices and acting on them.
At Cloud Zappy, we specialize in delivering end-to-end web application and design services customized to your business needs.
People Combine, a leading multi-outlet food chain in Hyderabad, faced challenges managing audits and customer feedback across locations using manual tools, leading to limited visibility and slow issue resolution. We built a custom web-based audit and QR feedback system that centralized operations, enabled role-based access, automated scheduling, and delivered real-time reporting—reducing manual effort by 40% and improving compliance across all outlets.
We built a custom backend web system for AB's & 3B's to centralize guest feedback, automate GSI & NPS scoring, and streamline complaint resolution across all outlets. From role-based user management to real-time analytics and automated escalations, the platform empowers the brand to deliver consistent, high-quality guest experiences at scale.
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Employment type
Full time
Location
Indore
Contact
+919826156282
Email
hr@cloudzappy.com