Paramount Restaurant Group feeds appetite for customer feedback

Published 4th February 2010

January 28th, 2010, Birmingham – Paramount Restaurant Group, which includes Chez Gérard, Bertorelli, Livebait and Caffè Uno, has launched a customer insight programme with Empathica in 74 of its restaurants. The programme will gain valuable customer insight and enable Paramount to manage and improve their customer service offering.

Diners at Paramount group restaurants will be invited to give feedback on their experience through a dedicated website by receiving a business card invitation with their receipt. Paramount wants to understand, in each of its restaurants, exactly what diners like and dislike, enabling individual managers to make adjustments that are right for their restaurant.

Group Sales & Marketing Director, David Hutchinson said, “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”.

Empathica’s experience from working with hospitality companies is that many diners will give feedback when asked and appreciate the opportunity to do this online at a time that is convenient to them.

Gary Topiol, Managing Director, Empathica, said, “In today’s economic climate, retailers need to react quickly to their customers’ changing needs and demands. Gaining real-time customer feedback enables retailers to take action and optimize the customer experience which can lead to significant increases in loyalty, referral and revenues”


More information:

Tanya Pring
Fieldworks Marketing
Tel: 01435 873080
tanya@fieldworksmarketing.co.uk

Gary Topiol
Empathica
gtopiol@empathica.com



About Paramount Restaurant Group:
Groupe Chez Gérard was originally founded in 1986, building and further developing the success of brands such as Chez Gérard, Bertorelli and Livebait.
In April 2003 Paramount acquired the business and since then the business has gone from strength to strength. In 2005 Caffè Uno joined the Paramount family to double the size of the business almost overnight.

The Group is now cultivating two new exciting offshoots from its established and well known brands. Brasserie Gérard takes the success of its renowned Chez Gérard restaurants and builds upon it with a menu drawing on French influences in an informal setting.
While iL Bertorelli offers the true taste and spirit of Italy that the family brought to the UK when they opened their first Bertorelli restaurant in the early 1900s.
As the largest private restaurant company in the UK, the group operates nearly 80 restaurants nationwide including Chez Gérard, Bertorelli, Livebait, Brasserie Chez Gérard and Caffe Uno.

www.paramountrestaurants.co.uk


About Empathica:
Empathica provides Customer Experience Management programs to over 200 of the world’s leading brands, ranging from multi-unit retailers, to banks and restaurants. Its rich analysis of survey data using state-of-the-art surveying and dashboard reporting software allows for performance-improvement solutions, evidence-based marketing insights, and customer experience management consulting. Annually, Empathica’s 30 million customer surveys in 17 languages reach more than 70,000 locations. A privately-held organization, Empathica is headquartered in Mississauga, Ontario, Canada and also has offices in Birmingham, England and Alpharetta, GA, in the United States. For more information about deriving actionable insights that enhance a brand’s operational excellence, visit Empathica at

www.empathica.com