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Measuring Experience. Driving Retail Food Cafeteria Excellence.

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About Orion Malls

With high daily footfalls and diverse food brands, Orion Malls required a simple yet powerful way to continuously measure customer satisfaction and act on insights in real time.

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Premium Shopping Malls
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Food Court - Experience Measurement
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Experience Without Measurable Feedback

Measure Experience Now
Measure Experience Now
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Visibility Gaps
No real-time visibility into Food Court satisfaction across touchpoints
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Manual Feedback
Feedback collected manually and reviewed infrequently
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Limited Insights
Limited understanding of promoter-level and zone-level experience
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Resolution Delays
Delayed issue resolution impacting repeat visits
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No Benchmarks
No consolidated NPS/CSAT benchmarks for leadership review
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When Footfall Is High, Feedback Must Be Faster

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The Solution: Habytat Stand-Alone NPS/CSAT Platform

Habytat deployed its stand-alone NPS/CSAT solution, enabling Orion Malls to capture instant shopper feedback without dependency on existing CRMs or complex integrations.

Solution Highlights

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QR Engagement

Shoppers scan QR codes across mall touchpoints
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Measurable Experience Impact

Real-time feedback and automation delivering happier shoppers, faster responses, and stronger mall performance.

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Activate Real-Time Feedback
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Noticeable increase in customer advocacy and promoter sentiment.
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increase in Net Promoter Score (NPS)
Consistently high satisfaction across food court experiences.
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Customer Satisfaction (CSAT) improved
Negative feedback is addressed quickly through instant alerts.
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Faster Response Time
Faster resolution encouraged shoppers to return more often.
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Repeat Visits
Unified NPS and CSAT tracking across all food court locations.
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Visibility
Proactive interventions lowered repeat service issues.
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Reduction in Complaints
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Client - NPS/CSAT Matters for Retail Real Estate

The food court survey enabled faster issue resolution, lifted CSAT to 94%, improved NPS by 30%, reduced response time by 45%, and increased repeat footfall by 25% across Orion Malls.

Orion Malls | Brigade Group

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