I just got off of the phone with Cathy Manzon, director of marketing for The Loop Pizza Grill, a 14-unit chain based in Jacksonville, Fla. Mostly I was talking to her about pizza trends for a story I’m working on for the magazine (available online for subscribers).
But I also asked her about how they get feedback from customers. She said they have comment cards, but people very rarely fill them out.
If they have something negative to say, they generally register their complaints on the web site.
If they have something nice to say, they say it on Facebook.
I thought that was interesting enough that it was worth sharing.