Panda Express Deploys Medallia Customer Feedback Management System in close to 1,300 Locations
Menlo Park, Calif. – March 31, 2010 – Medallia, the global leader in software-as-a-service Customer Experience Management (CEM) solutions, today announced Panda Express, the Nation’s leader in Asian dining experiences, has begun deploying the Medallia Customer Feedback Management system in close to 1,300 Panda Express restaurant locations in the U.S.
Panda Express is implementing the Medallia system in order to increase employee engagement with customers, improve overall customer service levels and increase same store sales by achieving higher levels of customer loyalty. Leveraging Medallia’s end-to-end platform solution for monitoring customer feedback at any and every touch point, Panda can now monitor store performance and customize reports using interactive analytics tools. Store managers will receive actionable data to help focus on areas of opportunity based on guest responses.
“Access to actionable, up-to-the minute guest feedback is critical to Panda Express, where focus on guest service is priority,” said Nader Garschi, Panda Express’ Executive Director of Concept Innovations. “We needed a technology solution that would deliver timely guest feedback, in an easily accessible manner, enabling employees from management to a store’s front line to understand top areas for improvement and then act on that information. Medallia enables us to achieve these goals.”
Medallia VP of Retail Client Services, Nelson Pascua, stated, “Panda Express’ continuous commitment to its guest experience makes having a top-notch customer feedback program vital. We are happy to partner with Panda Express as it leverages Medallia’s best-in-class technology and domain expertise to achieve its goals.”
About Panda Express
Founded in 1983 as part of the privately-held Panda Restaurant Group, Inc. (PRG), Panda Express is the Nation’s leader in Asian dining experiences. With close to 1,300 locations in 38 states and Puerto Rico, Panda Express is best known for its wide variety of original recipes including its famous Orange Chicken, Beijing Beef and SweetFire Chicken Breast. PRG, the successful family of restaurants, includes Panda Express, Panda Inn and Hibachi-San.
Financial Results: Panda Restaurant Group had annual revenues of more than $1 billion in 2008. For more information, visit: http://www.pandarg.com.