Captain D's Launches Phone-Based Customer Satisfaction Survey with Angel.com

MCLEAN, Va. - Captain D's, a chain of 600 seafood restaurants, has selected Angel.com to build and deploy a phone-based customer satisfaction survey.  The solution, which uses IVR to record customer responses, has already been deployed in 325 Captain D's locations and a national rollout is planned in the near future.

Captain D's selected Angel.com's survey solution to capture instant feedback from customers after they complete their dining experience.  Random customer receipts include a toll-free number which prompts the caller to answer 10 questions.  The solution is integrated with Captain D's point-of-sale system and Web services, allowing for reporting. 

Captain D's uses the data from the surveys to make recommendations to individual locations on improving the guest experience. The surveys are available for viewing after the survey is completed and the stores and upper management are notified of surveys that may need attention. The company has already received over 6,000 completed surveys and expects to receive over 31,000 by the end of 2005. 

"We needed to ramp up our phone-based survey pretty quickly and I didn't want the learning curve that comes with an on-premise system.  I was pleasantly surprised that Angel.com was able to provide a solution that my IT staff could build and manage internally at a very reasonable price.  Angel.com made the entire process very easy," said Chris Crabtree, vice president of information services for Captain D's.

"Typically in a project like this, doing the integration between systems takes as long as developing the core of the project. But working with Angel.com, we finished the integration quickly and I could concentrate on building meaningful reporting from the collected data," said Steve Jacobs, Captain D's lead programmer on the project.