Maritz Debuts 'Capella Restaurant' Feedback Tool

Maritz Research has expanded into the food service industry through the launch of 'Capella Restaurant', a mobile survey tool designed to capture feedback about diners' experiences.

The firm was founded in 1973 and offers a range of solutions to clients in the automotive, financial services, hospitality, technology, telecoms and retail industries.

The firm says the new tool will enable restaurants to get to the root of any problems with their service or experience. As well as offering a solution through which to collect customer feedback, Capella Restaurant also analyzes the sentiment of customers' comments, flags critical issues, and provides benchmarks against competitors.

If customers only leave a brief outline about their dining experience, the firm's SmartProbe technology uses artificial intelligence to focus on the keywords, and follows up with appropriate questions to encourage the customer to provide more details. Additionally, the tool features a dashboard through which to compile analyzed feedback for particular restaurants, and show trends over time.

Michael Allenson (pictured), Senior Strategic Consulting Director, comments: 'One-third of customers provide feedback on their smartphones and restaurants need to make surveys mobile-friendly, so they don't ruin the customer's feedback experience. We're able to combine an improved technology with years of customer experience management consulting to help restaurants show their customers they're listening to compliments and concerns, and actually doing something with them.'

Web site: www.maritzresearch.com .