A&W Canada Captures Real-Time Guest Feedback

A&W Food Services of Canada Inc., the second largest burger chain in Canada with over 1,000 locations, is leveraging Medallia to understand the guest experience and close the loop with all guests.

“Listening and acting on guest feedback has always been one of our focuses. We're excited to partner with Medallia to streamline our online guest feedback for both our guests and our restaurant teams. We know we'll now be able to unlock clear, actionable insights about our guest experience, which will make Medallia an invaluable tool for our business,” said Tom Newitt, vice president of marketing for A&W Canada.

The partnership between A&W and Medallia will empower the restaurant to understand the guest experience in real-time via digital touchpoints that weren’t previously trackable such as social media and Google Reviews, and take actions to continue delivering stellar experiences in the future. Using Medallia’s proprietary artificial intelligence, A&W can identify guests in need of information before they submit the ‘contact us’ form on the restaurant’s website.