Sticky’s Finger Joint is a multi-unit fast casual brand based in New York city specializing in chicken fingers and French fries with unique toppings and a fun, comfortable atmosphere (one of their slogans being “The Best Damn Chicken Finger”). Sticky’s was looking for a replacement for their secret shopper service but still wanted feedback from their guests in order to build guests relationships and provide the best customer experience possible.
The first solution they chose was a long-form survey platform that sent surveys over email. They liked the idea of email because it wasn’t too invasive, and opted for long-form surveys because it was the industry standard.
After a few years, two problems arose. First, it became clear that email’s reign was over and that text messaging was king among consumers. It received higher open and engagement rates and people had become comfortable with businesses texting them. Second, Sticky’s found themselves overwhelmed with the amount of info they had to sift through. Jamie Greer, Vice President of Operations, didn’t know what to do with the feedback she was getting. It wasn’t straightforward or actionable. Eventually, she stopped looking at the long-form survey data all together.
These issues meant that Jamie couldn’t keep the pulse of her guests and drive revenue through resolving concerns and creating repeat customers. So Jamie started looking for a way to get more feedback from guests in a way that fit the casual, non-invasive nature of the Sticky’s brand.