Have you ever wondered if your opinion really matters at fast-food places? It might not matter everywhere, but it does at Firehouse Subs.
Your reviews, survey, or just chatting with the crew while grabbing a sub go a long way. I’m always of the opinion that a business that does not listen to its customers will not go far.
Fortunately, Firehouse Subs listens to its customers. The coolest part is that they don’t just listen; they actually make changes most of the time.
Here’s how they listen to your feedback and use it to improve their services every day.
Why Customer Feedback Matters at Firehouse Subs
Firehouse Subs is one of the few people-focused restaurants in the US. It’s actually what has gotten them this far. For Firehouse Subs, it’s not just about the food; it’s about how their customers feel.
Firehouse Subs pays attention to the following:
- What you like and dislike about their food and services.
- What you’d want them to change and improve.
- What keeps you coming back or not.
They don’t just ignore this feedback. They share everything with corporate, franchise owners, and team members.
As a business owner, your customers are your best source of improvement. And Firehouse Subs knows this. You patronize them. So, you know what’s working and what’s not.
The Guest Satisfaction Survey: A Quick Way to Share Your Thoughts
The Guest Satisfaction Survey link usually comes with all Firehouse receipts. If you’ve patronized them, you will see the link on your receipt.
The survey is the easiest way for you to tell Firehouse Subs exactly how your visit went. You can tell them if it was good or bad.
It takes just a few minutes. You can rate things like:
- Speed of service
- Food quality
- Friendliness of staff
- Cleanliness
- Accuracy of your order
The survey also has a text box where you can leave a comment.
And the best part? The survey is not just there for show. The stores review the surveys regularly. They will notice if something is off and follow up accordingly.
In-Store Interactions Make a Difference Too
Firehouse Subs has more than one way through which they listen to their customers. Don’t want to fill out an online survey? Worry not. You can talk to the staff in-store.
Sometimes, you can tell the cashier or person serving you that something wasn’t right. If they did a good job, too, you can tell them. A simple “thank you” can go a long way for most of these workers.
Those little moments? They count.
Firehouse Subs encourages its staff to share that feedback. If you say the new sub is too spicy or you’d like a new bread option, that information will go up the chain.
They might make some changes just because someone spoke up. So, yes, that quick conversation can actually make a change.
Social Media Channels They Actually Monitor
We currently live in a digital age where social media is now a part of most businesses and establishments. In fact, social media is one of the places many customers run to when a service is terrible.
Have something to say about Firehouse Subs? You can do that on various social media platforms.
Ever posted a tweet about your lunch or tagged them in an Instagram story? They see it.
They have a social media team that watches for:
- Comments on posts
- Mentions and tags
- Customer DMs
- Reviews and ratings
They don’t ignore the negative comments and feedback as well. If something’s not right, they will respond or pass the issue to the right people.
The positive comments also don’t go unnoticed. They will thank you when they see it. They even share the positive reviews sometimes. Your comments and reviews are not going into void – they are watching, reading, and responding.
New Menu Items Often Come from Customer Ideas
New items are a sign that Firehouse Subs listens to its customers. Some of the new items you see on the Firehouse menu? They didn’t make it to the menu because of test kitchens. They came from customers.
Firehouse Subs tries out new items based on:
- Review comments
- Survey suggestions
- Social media feedback
- In-store requests
If many customers ask for something, like a new veggie sub or more spicy options, they test it.
That’s how the Smokin’ Triple Stack and some other items made it to the menu. Firehouse Subs didn’t just think about them. They came to life because of requests from many customers.
You speak. They test. And sometimes, it makes it way to the menu.
Franchise Owners Are Held Accountable by Your Feedback
Individual franchise owners run different Firehouse Subs locations. But there’s the thing. They don’t have the free will to do their own thing. They are working under a brand name and are not allowed to ruin it.
Your feedback holds them accountable to the corporation. When there are many complaints about one store, it is noticed, and action is taken.
Corporate uses your survey responses, reviews, and social media posts to track how each is doing. That means:
- Bad service patterns get addressed
- Consistent complaints get investigated
- Owners are expected to fix what’s broken
So, if you keep noticing something bad about your local outlet, speak up. Your complaints will get to the top. And something will be done about it eventually.
Your Feedback Matters, and Firehouse Subs Listens
One of the clear indicators that Firehouse Subs listens is the Firehouse Subs mobile app. They didn’t always have the smoothest online ordering.
But that changed.
A couple of years back, customers complained about the mobile map. It was glitchy, clunky, and confusing.
Firehouse didn’t ignore their complaints. Instead, they made updates and improvements:
- Navigation
- Mobile payment
- Customization options
- Tracking and pick-up instructions
The reward features on the app are due to customers’ requests.
Most of the changes to the entire restaurant are because customers asked for them. Want any change? Just ask.
