Guest Connection

Guest Connection 

Guest Connection is our Case Management system located in Edible Connect. The objective is to: 

 Create a single, cohesive Guest feedback system that makes search and retrieval of feedback and subsequent follow-up easy and avoids duplication of work. 

• House Guest Connection in an area where it can be easily accessed by individuals who are responsible for either responding to guests or resolving the business issues addressed in the feedback. 

• Create a controlled record-keeping environment (with all follow-up communication including voicemails, call backs, etc. documented) that shows how feedback is investigated and addressed, with the goal being the reduction of escalation of issues, chargebacks, or negative exposure on social media sites. 

• Provide reporting capabilities for real-time view of the current status of a store, region, or system-wide response to feedback and/or resolution to issues. 

• Remove the concept that this Case Management should be a complaint system. Rather, this is a feedback system and will include observations and compliments. Feedback is normal, and we should invite it. 

• Improve the speed and nature of issue resolution. 

Cases will be opened in the following instances: 

• Guests will be able to provide positive and negative feedback directly from the website using the ‘Tell us about your experience’ option in our Guest Service area. 

• The Customer Care Team will use this area to log feedback as well as to communicate feedback and/or requests from our customers. 

• Stores are required to open a new case for each instance of positive and negative feedback associated with every order number for their store. 

The order number provided in the initial feedback will be used to create a case number—this case number will be provided to the guest. The information in turn will be sent straight to each store’s Edible Connect – Guest Connection area. In instances when guests do not have an order number, it will go through to the Home Office so we can locate an order number and update their information so that you will receive the updated info with only a slight delay. 

Any additional feedback regarding that unique order number, irrespective of which channel is used, will automatically highlight the associated case and ask the question: Do you want to add additional information to your current case? The Customer Care Center will also use the Guest Connection to communicate feedback and/or requests from our customers. 

 Stores are required to check the Guest Connection tab multiple times a day and respond in a timely manner. Inquiries/complaints not responded to in a timely manner may be handled in accordance with the refunds and adjustments policy as stated in the Edible Connect Rules and Regulations.