As we look to the future post-COVID-19, we are committed to our Service Promise: “A great guest experience starts with me.”
It is a proper and deliberate focus on enhancing your guests’ experience every day. This is a commitment that is shared across all of Compass Group – both in the U.S. and globally. This is the essence of what we do and strive to deliver with each and every interaction. It starts by providing our team with a comprehensive set of tools and training, then empowering them to delight our guests. Service behaviors can include samplings, table touches and guest appreciation events and giveaways.
For Chevron USA and around the world, we only hire or promote individuals who love people, and enjoy food and guest interaction. We ensure that our staff are trained, motivated and rewarded on a regular basis. Below highlights key examples of training that the Chevron USA staff working for Compass around the globe have completed:
- Hospitality Training
- Lead Simply
- Soft Skill Training
- Developing Dynamic Teams
- Love ’em or Lose ’em
- People First
- LIFT Onboarding
- GULL Development Program
- SHINE Guest Experience Training
- Supplier Visits
- See Care Share
- Mentoring
- Team Talent Management
- Team Engagement
- Team Training
- Hospitality Leadership
- Nudge Communication
- EQS Standard Audits
- Guest Participation
- Voice of the Customer
- Talent Labs
- L’Atelier by Exalt
- Trend Research
- Live Focus Groups
- Client QBRs
- Reward and Recognition
- Hero Awards
- Social Media
- Nudge Pins
- Pre-Service Meetings
- Management University
- I Learn, I Grow
- Diversity & Inclusion
- Unconscious Bias
The Compass team consistently focuses on this innovative area through programs like the Hospitality Ambassador program, which re-imagines the front of the house. Envision a cafe where labor is repurposed to “Hospitality Ambassadors” who connect you to space, enable your technology, facilitate your order, advise on your nutrition, deliver your food, and still connect with you – on a human level with operational efficiency and productivity built-in. We are ready to evolve with Chevron USA and create new elevated guest experiences as the future dictates.
Voice of the Customer
To continue forward movement, we need to hear how we are doing.
We need to hear when our guest preferences are changing. To continue to stay in touch, we have the following tools in place to always make us strive to do more and stay on trend.
Working with our guests, we create a space and an atmosphere that they look forward to visiting. New generations expect transparency, and want to be your partner, rather than your patron. Voice of the Customer (VOC) is a platform that gives guests an active role in shaping our services, and facilitates invaluable two-way communication.
VOC captures data from multiple points of service and helps us identify trends and develop targeted training strategies. This is how we continually improve – by constantly listening to our guests and adjusting accordingly.
Our rating and feedback systems can be completed on the spot via guests’ mobile devices to provide our teams with live analytics and data. This allows us to see our guests’ reactions to promotions, offerings and services with real-time feedback.
We collect quantitative guest data through voluntary submissions, mystery shopping assignments, voting applications and website comments. Qualitative in-depth data is collected from focus groups and table touching, with a focus on smaller, targeted guest segments.
MORE Tools
Using short-code messaging, guests can participate in a text survey with eConnect, our platform that gathers live insights from guests while they are in our space. To encourage guest interaction, we offer incentives for completion, such as a coupon or entry into a raffle, garnering more participation from guests.
Our Mystery Shopper program invites guests to sign up and secretly evaluate our space, service and offerings. Ratings are submitted via mobile device while the Mystery Shopper is visiting the marketplace, giving us real-time feedback about our performance.
Our sentiment kiosk is a simple, effective way to measure guest satisfaction. Guests can quickly rate their visit on food, service, cleanliness and new offerings. These easily programmable and movable kiosks make gathering specific feedback easy for the guests and for our team.
On-site Insights
We developed On-site Insights, a seven-step focus group research model that measures the perspectives of marketplace users and nonusers alike, guides prompt adjustments in services and ultimately increases guest participation. This analytics process allows our guests the opportunity to provide honest and valuable feedback about their experience within our marketplaces, and in many cases we’re able to make adjustments and deliver results almost immediately.
- Information is sorted by region, age demographic and business type
- New accounts can be matched with the right programs that match the demographic
- Precise data from Datassential ensures we stay on top of trends
- Menus are customized to include wellness and value options, regional favorites, celebrations and rotating seasonal options
- “Guest Journey Maps” are available for every marketplace
