Costa Vida Bolsters Online Reputation with OpenTell Customer Reviews
Fast-Casual Chain Leverages New Mindshare Technologies Offering to Receive Nearly 270 Times More Reviews Than Yelp! Over Six-Month Period
SALT LAKE CITY - December 11, 2013 - (BUSINESS WIRE) - Costa Vida Fresh Mexican Grill, a fast-casual restaurant chain, has signaled its ongoing commitment to listening and responding to its customers by implementing Mindshare Technologies' customer review product OpenTellTM. Over a six-month period, Costa Vida used OpenTell's innovative social advocacy technology to aggregate, post and share authenticated, real-time reviews from customers. Across the 54 Costa Vida locations throughout North America, customers universally gave the brand 20% higher satisfaction scores than at non-authenticated review sites.
"The product helps brands improve their online reputations by leveraging their most valuable asset – their satisfied customers. Consumers today expect greater transparency and more conversational relationships with businesses. OpenTell is a significant step in facilitating this fundamental shift in the nature of customer engagement."
Through its patent-pending product OpenTell, Mindshare Technologies, the largest provider of cloud-based Voice of the Customer (VoC) solutions, is helping customer-focused companies such as Costa Vida unlock the power of customer reviews. Using OpenTell, Costa Vida collected nearly 40,000 customer reviews across participating locations throughout North America. Highlights from the program included:
- On average, Costa Vida locations using OpenTell received 105 reviews per month, compared to less than one per month from Yelp! The average age of the most recent review on OpenTell was 2 days, compared to an average of more than three months on other review sites.
- Using OpenTell, Costa Vida averaged customer satisfaction ratings of approximately 90 percent across all locations, compared to 75 percent on other review sites where reviews could not be authenticated.
- By publishing unfiltered Mindshare review data from real customers on OpenTell, Costa Vida averaged overall satisfaction ratings nearly one full star higher on a 5-star scale than other review sites.
- The potential for fraud was greatly reduced as OpenTell allows only actual paying customers with unique customer survey codes to post feedback.
"We were getting great customer feedback through Mindshare's VoC program and wanted to promote the experiences our customers were having," said Jeff Jacobson, chief operating officer of Costa Vida. "Infrequent reviews on sites like Yelp! and Google cause customer feedback to go stale, not to mention the fact that there is no verification that the post was from an actual customer. We feel these sites often don't provide an accurate representation of the great experiences our customers are having every day. OpenTell proved that theory to be true."
The six-month program at Costa Vida has mirrored the success of other companies' experiences with OpenTell, which have benefitted from improved online reputations through OpenTell's authentic, timely and accurate customer reviews. Launched in October, OpenTell allows brands to unlock and leverage customer review data previously stored in their VoC platform. In addition, OpenTell encourages customers to share reviews on social media (Facebook, Twitter, Google+, TripAdvisor, and even Yelp!) using Mindshare's patented GoRecommendTM solution.
"Costa Vida proved that OpenTell can elevate a company's responsiveness to its customers in unprecedented ways," said John Sperry, Mindshare CEO. "The product helps brands improve their online reputations by leveraging their most valuable asset – their satisfied customers. Consumers today expect greater transparency and more conversational relationships with businesses. OpenTell is a significant step in facilitating this fundamental shift in the nature of customer engagement."
About Mindshare Technologies
Mindshare Technologies is the largest provider of cloud-based VoC solutions for the food services, retail and contact center industries. Using a proprietary customer review platform, Mindshare collects feedback in real time to help companies retain customers and increase profits. As a full-service partner, Mindshare provides tactical instruction, strategic guidance and customer experience consulting to global brands and multi-unit operators. For more information, visit www.mshare.net
About Costa Vida
Costa Vida is a fast-casual restaurant inspired by the fresh-tasting foods and vibrant lifestyle of the Baja Peninsula. Costa Vida's food is created every day from scratch using quality ingredients. The menu offers a variety of made-to-order items such as tacos, burritos, enchiladas, salads and desserts. As a growing and successful brand, Costa Vida also offers exciting and vibrant franchise business opportunities. For more information, visit www.costavida.net
Mindshare Public Relations