Customer Testimonials

Food Services

Food Services Market Overview


Marketing Manager  |  SA Brain Ltd

Empathica has proven hospitality expertise and a highly experienced team who have made the project very easy to deploy across the business, pro-actively offering advice and best practice. Their analytical capabilities are immense, providing us with exactly the robust insights into our operations we were after.

SVP Marketing & Consumer Insights  |  Smashburger

During our initial roll out of the Empathica Local program we saw a 5.5% improvement in satisfaction scores in the pilot locations versus a 1% improvement in the control locations.

Sr. Director of Guest Experience and Hospitality  |  Brinker International

“When it came down to it, Empathica had the technology that was dynamic and scalable along with the science and thinking that allowed us to play in a way that I hadn’t seen in the restaurant business. Their approach was very forward thinking.”

Regional Marketing Manager  |  Red Robin

“We chose Empathica because of their expertise in analytics, enterprise reporting capabilities, and experience in the Food Service space.”

Marketing & Branding Manager  |  Giraffe Restaurants

“GoRecommend has significantly strengthened our viewing and following figures, and we gain so much via Empathica’s customer feedback programme. Not only have we been able to track performance and make improvements at the back of the insights but we’ve also discovered that over 55% of customers consider our staff to be exceeding their expectations. This confirms to us that we’re working ‘in tune’ with our customers’ requirements and if that isn’t the case, we’ll be the first to hear about it.”

Head of Food Innovation and Marketing  |  Zizzi

“The Empathica programme allows us to listen to the opinions of thousands of our customers, make improvements based on what matters most to them, and motivate our staff to continue to provide them with an excellent dining experience.”


Retail Market Overview


Retail Operations Manager  |  Iceland Foods

“The response we’ve had through using GoRecommend has been phenomenal. In the first week alone, we were able to amplify positive and personal customer comments to over 200,000 Facebook users, which has in turn resulted in a massive uplift in traffic to It’s fantastic that, at such an early stage in the programme, Empathica is helping to drive real change within the business.”

Strategy Manager  |  Debenhams

“The project with Empathica has given the company a new passion for customer service and a focus on what’s most important to them. Rather than sales advisors learning how to ‘pass’ a set of criteria covered in the mystery shop, the focus is now squarely on the customer; it’s now about meeting and exceeding the customer’s expectations each time they are in the store and making sure that the customer is extremely satisfied with each visit.”

Regional Store Manager  |  Boots PLC

“We are very proud of this accomplishment (#1 in retail customer satisfaction in the U.K.) and we couldn’t have done it without you. The challenge is to stay on top and we are committed to partnering with Empathica to help ensure we do.”

Manager, Customer Insight  |  Waitrose

“Working with Empathica on a day to day basis has actually been very refreshing. At Waitrose we try to be customer centric and customer focused all the time and it is great to work with a team who feel exactly the same way as you do. The customer is absolutely central to how their team do business so for me it is a bit like having an extended team.”

Senior VP of Store Operations and Support  |  Canadian Tire

“The [Empathica] program averages 50,000 customer responses per month, and 80% of those responses are provided online. We could have never garnered that kind of actionable volume with our previous efforts.”

Executive Director – Operations Services  |  A Leading Chain of Cinemas

“We have found the Empathica team to be knowledgeable and responsive to our needs.  They spent sufficient time to understand our business and tailored it to our unique needs.”

Manager, Operating Standards  |  A Canadian Petro-Convenience Retailer

“Empathica helped us include the “unscored questions” on the reports in a format our systems could receive.  They proved to be very responsive to our needs and are putting timely information at the fingertips of those who need it.”

Sr. Director, Strategy  |  A Nationwide U.S. Children’s Clothing Retailer

“From program development to data collection and analysis, your team has been highly responsive to our unique needs and has provided valuable guidance.”


Banking & Insurance Market Overview


Senior Vice President  |  A Major International Bank

“Empathica really helped us to focus on the areas which were most important to improving overall customer satisfaction and deliver the brand promise. This has enabled us to achieve our goals as an organization and to concentrate on what matters most: the customer.”

AVP, Research Manager, Customer Insight  |  A U.S. Regional Bank

Empathica provided us with a way to measure, manage, and improve the experiences of our customers every time they visit one our branches.  We are hearing from more than three times the number of customers per branch regarding their customer experience than with the previous outbound telephone program and at a significantly lower cost.”

AVP, Human Resources  |  A Canadian National Bank

“Empathica delivered a cost effective, flexible solution in support of our survey requirements.  They combined creative, accurate and user friendly reporting with exceptional service and timely execution.”


Automotive Market Overview


Marketing Director  |  Halfords Autocentres

It’s crucial that we understand what customers really think about our service. As we continue to develop our brand personality under the Halfords umbrella and align our proposition to match customer needs, the Empathica platform will provide us with vital insights from thousands of our customers to help us make informed decisions. Essentially, it will help us raise the customer service bar by providing the best experience possible and deliver on our Helpful promise every day.”