Customer Engagement Surveys
Customer engagement surveys help KFC capture structured guest feedback after an order, visit, or support interaction. In Atlas, this capability is typically used for KFC Listens style programmes that measure satisfaction, identify service issues, and surface insights for market teams.
What This Capability Does
Customer engagement surveys let markets:
- Invite customers to share post-purchase feedback
- Measure satisfaction across channels, stores, and campaigns
- Route survey responses into a reporting platform for analysis
- Trigger follow-up actions for detractors, complaints, or recovery workflows
Where It Appears in the Customer Journey
Survey invitations can be placed at different touchpoints depending on the market setup:
| Touchpoint | Example Behaviour |
|---|---|
| Order confirmation | Prompt after checkout or on the confirmation screen |
| Email receipt | Include a survey CTA in the receipt email |
| Push notification | Send a follow-up invite after fulfilment |
| In-store collateral | QR code or receipt URL driving to the survey |
Why Markets Use It
KFC Listens and similar programmes give operators a direct signal from customers about food quality, speed, staff friendliness, and order accuracy. That feedback helps markets:
- Benchmark store performance
- Detect recurring customer pain points
- Validate campaign or product changes
- Prioritise service recovery for low-scoring responses
Typical Operating Model
| Area | Owner |
|---|---|
| Survey design and logic | CX / Insights team |
| Invitation trigger rules | Digital product or CRM team |
| Response reporting | Market operations / Insights |
| Service recovery workflows | Customer support or store operations |
Current Survey Platform
The current documented survey platform for customer engagement surveys is:
Survey programmes are market-configured. Trigger timing, channels, incentives, and escalation rules may differ between Australia and future markets.