Case Study: Colmar achieves higher turnover and customer satisfaction with Hello Customer

An increase of 4% in annual turnover

Colmar, a privately held restaurant chain operating 24 restaurants in Belgium and France plus 15 fast-moving concepts, wanted to improve customer experience to boost volume and profitability. The hospitality group needed a better way to turn customer feedback into a daily operational KPI and drive company-wide cultural change. To do this, Colmar used Hello Customer’s customer feedback platform to capture and analyze guest feedback more consistently across its locations.

Hello Customer helped Colmar collect feedback via reservations, loyalty cards, and QR codes at the table, giving managers and staff real-time insights they could act on quickly. The company used the feedback to improve food quality consistency, reduce service frictions, and make customer satisfaction a daily management habit. After one year, Colmar reported a 4% increase in turnover, an average CSAT score of 80, improved employee engagement, and lower costs than traditional market research.

Colmar

Tom Grymonprez

Chief Executive Officer