Case Studies

Customer Experience Case Studies

National Health Service (NHS)

Industry: Healthcare

Surrey and Sussex Healthcare NHS Trust runs East Surrey Hospital in Redhill and provides a range of services at hospitals in Crawley, Horsham, Dorking,Caterham and the Oxted Health Centre.

Read how the NHS introduced patient feedback in their wards and emergency departments to prove to patients that their views and experiences matter to the NHS and to improve patient care.


Read Case Study Healthcare Market Overview


Industry: Food Services

Location Engagement with Customer Experience ManagementSmashburger is quickly gaining a reputation as America’s hottest new restaurant concept, both for its premium, handmade burgers and also for their extremely loyal customer following (known as “SmashFans”). Focusing on delivering great customer experiences at each and every location and driving active advocacy is an integral part of the Smashburger recipe for success.

Smashburger selected the Empathica solution because the action and advocacy focus of the program was the best match for their initiatives around customer engagement and social media.



Read Case Study  Food Services Market Overview

Debenhams Department Stores

Industry: Retail

Established over 200 years ago, Debenhams is an iconic group of 169 department stores in the UK, Republic of Ireland and Denmark, as well as 62 international franchise stores in 25 countries. Extremely customer focused, the retailer had long seen the value in gaining insights into their customers and operations, however, they felt that the previously adopted mystery shop program had many limitations and did not allow the company to “get to the heart of the issues” that needed addressing.

In 2009, Debenhams decided to replace their mystery shop program with a Customer Experience Management program and selected Empathica as their long-term partner.


Read Case Study  Retail Market Overview

Brinker International

Industry: Food Services

Brinker International case study by EmpathicaBrinker International, Inc. is one of the world’s leading casual dining restaurant companies. With more than 1,700 restaurants and over 125,000 team members in 27 countries and two territories, Brinker and its brands welcome more than one million guests into their restaurants every day. Brinker had long seen the value of gathering guest feedback via mystery shopping and telephone and online surveys, but they had not been able to correlate guest satisfaction with increased traffic and sales.

Five years ago, Brinker felt that they needed a fresh approach moving from customer satisfaction measurement to a robust guest experience management (GEM) program to support their growth objectives. From a field of over 20 contenders, Empathica was chosen and we have a great partnership to this day.

Read Case Study  Food Services Market Overview

Canadian Tire

Industry: Retail

Canadian Tire case study from In Store Systems MagazineCanadian Tire, an automotive, home and leisure retailer with 480 locations throughout Canada, serves over 180 million customers a year and is passionate about customer insights. Canadian Tire lacked store-specific information at the right level of detail that would allow its store operators to improve the customer experience.

With Empathica they now have both the volume of information needed to support Canada’s most successful retail brand, and the depth to drive real action at the store level.



Read Case Study  Retail Market Overview

International Bank

Industry: Banking & Insurance

Empathica case study on a Large International BankA major international bank was facing significant challenges on several fronts in their retail banking business. The competitive landscape was heating up with a number of new entrants to the sector as well as a host of non-traditional competitors who were starting to market new products to their customers. In addition, with the growth in popularity of social media sites, any negative feedback resulting from a poor customer experience was spreading like wildfire. The bank was also having difficulties ensuring that the brand promise made at a corporate level was being delivered effectively at their branches. Most worryingly, the bank had recently placed in the bottom quartile of JD Power’s Banking Customer Satisfaction study.

After evaluating a number of options from various CEM vendors, the bank decided on Empathica’s CEM solution.

Read Case Study  Banking & Insurance Market Overview

GoRecommend Case Studies

Red Robin

Industry: Food Services

Red Robin Case StudyRed Robin invited customers to make a personalized recommendation at the end of their customer experience survey. By asking a few simple questions Red Robin identified satisfied customers and through a seamless transition to the GoRecommend application, invited these brand advocates to recommend their favorite Red Robin location to their friends via Facebook, Twitter and email. Red Robin also used GoRecommend to invite advocates and their friends to join its official Facebook page as a way to continuously grow the brand’s fan base.



Read Case Study  Try the Live Demo  Food Services Market Overview

Debenhams Department Stores

Industry: Retail

Debenhams Case StudyUsing Empathica’s customer experience management solution Debenhams had customers provide feedback based upon their most recent experience with the brand. Through this feedback the brand was able to identify brand advocates and invite them to recommend the store they had visited using the GoRecommend application.




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Warner Bros – Sex and the City 2

Industry: Entertainment

SATC Case StudyMovie goers were invited to recommend Sex & The City 2 for a chance to win a $1,000 shopping spree and tickets to the advanced public screenings for the movie. Links to the application were also added to the movie’s web properties and to the brand’s Facebook page. Movie goers who recommend the movie to their friends were invited to join Warner Bros. Canada’s Facebook page and each recommendation included a link to the Sex & The City trailer.




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