Case Study: Noodles & Company achieves improved guest satisfaction and real-time insights with Medallia

Noodles & Company uses a data-driven approach to improve guest satisfaction

Noodles & Company, a fast-casual restaurant chain with 450+ locations, needed a data-driven way to understand guest behavior and the “why” behind low satisfaction or decreased visits—challenges that intensified when COVID-19 shifted orders to digital and off-premise channels. To gain real-time guest sentiment and support its data-driven culture, Noodles & Company partnered with Medallia (including the Medallia Experience Cloud).

Medallia delivered real-time guest insights, text analytics, post-visit email surveys and actionable alerts so Noodles can see purchase history, frequency and feedback and quickly resolve issues. With Medallia, Noodles achieved a 97% lift in guest feedback after launching email surveys, closed 98% of alerts within 48 hours, and saw a 2.8-point NPS increase when staff were mentioned; personalized outreach and targeted marketing also increased purchases of promoted “comfort” items and improved overall satisfaction.

Noodles & Company

Kayley McMahon

Consumer Insights Manager