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Service Intelligence Serving Up Consumer Insights with New Study In Restaurant Business Magazine

Service Intelligence (SI), a unit of In-Touch Survey Systems Ltd. is pleased to announce the upcoming release of its Restaurant Industry Consumer Benchmarking Report completed in partnership with Restaurant Business Magazine (RBM) and scheduled for publication in RBM’s January Consumer Issue.

With a goal to provide readers with actionable consumer insights, RBM worked with the SI unit to identify consumer perceptions of operational execution at various brands across the United States. To complete the study, SI leveraged their fleet of trained mystery shoppers to benchmark 14 national restaurant chains, evaluating an average of 100 locations per chain. Shoppers assessed key elements of service experience including customer service, location cleanliness, merchandising and in-store experience. Data was analyzed to identify common trends and consumer perceptions across the chains and to rank chains based on elements of customer experience.

"Our goal is to provide businesses with insights into who’s doing what well and the impact it has on customer perceptions," indicated Navi Vaid, senior director of business development at Service Intelligence. "We hope this information allows readers to identify strategic opportunities for improvement that will most favorably affect customers and in turn, business results."

This type of program is not foreign to SI who has partnered with RBM’s parent company, CSP Business Media (CSPBM) for nine years. SI works with CSP Magazine to deliver an annual benchmarking report in the petro-convenience industry. The most recent 2013 findings were published in both the August and September issues of the magazine.

"Given our strong partnership history with CSPBM benchmarking for the petro-convenience industry it was a natural extension for us to partner on the newly redesigned RBM," says Cameron Watt, President & CEO of In-Touch Insight Systems. "We are thrilled with this opportunity to extend our restaurant expertise and offer the industry with the valuable insights that our programs deliver."

Readers can look forward to the January Consumer Edition of Restaurant Business Magazine that should be released in the early days of 2014.


Additional reading: * Access the CSP-Service Intelligence petro-convenience benchmarking report in CSP's August issue here. Findings page 50-64. * View the September issue here Findings page 68-82.

For more information or to request a copy of the study please contact:

Navi Vaid
Senior Director of Business Development
In-Touch Insight Systems | Service Intelligence
613-270-7910 | 1-888-263-2980 ex. 7910