Philippine-based Jollibee Group, the name behind global fast-food brands including Coffee Bean, SmashBurger and Jollibee’s own-brand restaurants, has partnered with Qualtrics to improve its customer experience and feedback management, ahead of aggressive growth plans for 2025.
Approaching 7,000 restaurants worldwide, Jollibee has millions of engagements and customer data points to analyse. According to Marcos Cadena, Jollibee CTO, “The multi-year deal with Qualtrics underscores our commitment to delivering exceptional experiences for our global store network. By leveraging Qualtrics, we can consolidate customer feedback from in-store and digital touchpoints, accelerate case resolution, and provide actionable insights for our customer-facing teams.”
Jollibee witnessed a 15.2% year-on-year (YoY) revenue growth across 2023. The latest results showed a 10% group growth in the quarter ended 30 September 2024, hitting $1.1bn in revenue.
The group also continues to develop strong credentials in ESG and DEI. Jollibee brands support local farmers for ingredients, hire senior citizens and enforce strong environmental and sustainability standards globally.
Improving the quality of customer experience will boost Jollibee’s standing on the other side of the counter as it acquires other chains and opens new outlets. The CX investment will enable Jollibee to predict and anticipate customer needs with AI-power solutions, to:
- Capture comprehensive feedback through various channels, including digital surveys, social media monitoring, and analysis of unstructured data like customer service calls and online reviews.
- Gain deeper insights using advanced analytics to understand customer sentiment across all touchpoints, identify key drivers of satisfaction and dissatisfaction, and uncover hidden trends and opportunities.
- Predict and anticipate customer needs using AI-powered capabilities to forecast customer behavior, anticipate their evolving needs and expectations, and proactively address potential issues before they impact customer satisfaction.
- Drive actionable outcomes through recommendations on improving customer experiences, addressing friction points, and capitalizing on market opportunities.
“Companies that win and succeed in today’s fast-moving markets prioritise delivering great experiences their customers love,” said Brad Anderson, president of product, UX & engineering, Qualtrics.
“Thousands of organisations across the globe, including the Jollibee Group, are using Qualtrics to improve their customer experience by capturing feedback from multiple channels to understand the needs and expectations of their customers and take fast, targeted, and proactive action when and where it matters most.”
Jacqueline Fuentes, head of global customer experience of the Jollibee Group added, “Qualtrics enables Jollibee Group to better understand our diverse customer base, helping ensure that we meet their evolving needs and expectations. Qualtrics provides the capabilities and insights we need to continuously enhance our customer experiences and build stronger connections with the millions of customers we serve worldwide.”
Qualtrics was in the news recently claiming that $3.8tn was at risk through bad customer experiences. Jollibee aims to avoid that fate through experience management analytics, while aiming to develop its eatery franchise business into a top-five world restaurant brand.