ssp

SSP are the leading operator of food and drink outlets at travel locations worldwide. With 1,980 units in 29 countries, SSP wanted a cost-effective way of measuring their global customer experience and turned to Maru/edr to provide a flexible customer feedback solution.

Background

SSP is the leading operator of food and beverage outlets in travel locations worldwide, operating approximately 1,980 units in 29 countries serving approximately a million customers every day.

With such a complex and diverse business, SSP was looking for a cost effective system to handle customer feedback and capture how customers felt in the moment. They wanted the ability to report in real-time on what customers were saying, to act upon feedback if necessary and to connect with their customers and delight them.

Results

Internationally implemented program, rolled out across three continents

Closed-loop between global office and local branch to allow for real-time actions

Social media insight fed back to the relevant customer service teams

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