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Case
Studies > Khushboo Restaurant
Khushboo Restaurant Uses OpinonUSA To Develop Affordable, Easy-to-Use Customer Survey and Analysis
Challenge
Khushboo Restaurant, serving authentic Indian and Pakistani food, opened in San Mateo, Calif. in 2002. With unique cooking techniques and special blends of exotic curry spices, local patrons immediately embraced Khushboo’s cuisine.
As business grew, it became increasingly important for Khushboo to better understand their customers. But like many small businesses, they could only guess what drove customers to return. Was it the type of food, the quality of the food, the service or the location? And which of these aspects was more important to customers? Limited resources were available for advertising so, targeting their market was critical.
Solution
Khushboo Restaurant discovered OpinionUSA, a powerful customer survey and analysis service developed by Ash Bose, founder of Communications Software Inc., CSI®, a privately-held provider of e-business solutions for companies of any size. CSI's Bose wanted to provide the depth, accuracy and speed of OpinionUSA at more affordable prices for smaller businesses. When he learned of Khushboo's need to better understand its customers, Mr. Bose designed a version called OpinionUSA Micro for a pilot project at the restaurant.
Without ever needing to physically visit the location, Mr. Bose easily created a customized survey for Khushboo owner Zurajayda Mir to provide better insight into her customers. Ms. Mir only had to set up a computer near Khushboo's entrance, and with some quick guidance from CSI, launched OpinionUSA Micro in a standard browser and started collecting information from customers willing to take the survey in exchange for a discount coupon.
Ash Bose, a former e-business and software solutions manager with IBM and a computer expert with the University of Arizona’s Social and Behavioral Sciences Research Institute founded CSI in 1991. Together with research advisors from the Indian Statistical Institute in Calcutta, India, CSI's Bose provides data collection and analysis services to clients such as the State of Arizona, State of Nevada, State of Maine, City and County of San Francisco, City of Tucson, City of Austin, City of Reno, City of San Jose, Alameda County and Marin County.
Used primarily in the public sector and developed to the high specifications required by government agencies, OpinionUSA delivers reliable information with 24/7 access on customer satisfaction, product quality assurance, employee satisfaction and any other type of data collection and analysis - without the need for manual, paper-based data entry.
Users of OpinionUSA Micro access the service online through a standard Web browser, such as Microsoft's Internet Explorer for Windows. Because no software is required, OpinionUSA Micro customers can use their existing computers and a technician does not have to visit the site for installation.
OpinionUSA Micro's Web-based model provides numerous advantages:
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No capital investment
required.
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40 to 70 percent less cost than mail or telephone-based survey
collection.
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Accurate survey results within hours or
days.
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Surveys easily customized for any
project.
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Little or no training required.
Results
After a month of customer surveys, CSI was quickly able to provide Khushboo with a detailed report of responses. An incredible 93 percent of customers surveyed were very satisfied or satisfied with service at Khushboo, and 89 percent were very satisfied or satisfied with the restaurant's quality of food.
The customer survey results told Khushboo that they were on the right track. If they maintained the food quality and continued to invest in training their wait staff and other employees, customers would keep returning.
"I'm amazed that I was able to get useful information from my customers for such a minimal cost," said Khushboo owner Mir. "I'm also not a computer person, so it's a big plus that I did not have to install any new software and deal with technical problems. You open it in a Web browser and it's ready to go.
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CSI's OpinionUSA Micro is an Internet-based, multi-purpose data collection, analysis and information management system using IBM® DB2® and IBM WebSphere®, hosted by XO Communications on a Red Hat Linux platform. OpinionUSA Micro is available starting at $49.95 per month. Contact CSI's Ash Bose at info@csi-us.com, (520) 399-2837, or on the Web at www.csi-us.com.
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