“As a service-based brand, one of the greatest barometers of our success is customer satisfaction,” said Quick Quack partner and chief marketing officer Travis Kimball. “Our partnership with SMG is allowing us to collect and analyze customer feedback across multiple channels, uncover key loyalty drivers, and continually improve the experience as we grow.”
With SMG’s customer experience management program, Quick Quack is capturing feedback at multiple touchpoints in the customer journey. Location-level feedback is captured and delivered to the smg360® reporting platform in real-time, providing Quick Quack with key customer experience metrics, while features like role-based reporting and real-time alerts help the field focus on driving satisfaction. Quick Quack is also working with SMG to measure the contact center experience, giving the brand insights that help turn those important interactions into opportunities to drive satisfaction and loyalty.
In conjunction with solicited feedback, Quick Quack is measuring unsolicited feedback with SMG’s online reputation management solution. Aggregating location-specific ratings and reviews from the top review sites, this data is presented alongside Quick Quack’s customer experience and contact center data to give the brand a more holistic view of the customer experience.
Founded in 2004, Quick Quack owns and operates more than 100 locations across Arizona, California, Colorado, Texas, and Utah.