Global Workplace Dining Transformation
How a Fortune 500 tech company improved employee dining satisfaction by 8% across 65 locations in 12 months — with real-time guest recovery at scale.
Global Workplace Dining Transformation
How a Fortune 500 tech company improved employee dining satisfaction by 8% across 65 locations in 12 months — with real-time guest recovery at scale.
Trusted by operators running 5,000+ locations worldwide
Scale Creates Complexity
For one of the world's largest technology companies, workplace dining operates at scale — serving thousands of employees daily across 65 locations spanning APAC, EMEA, LATAM, and the US.
At this scale, every negative experience that goes unaddressed compounds. A frustrated employee at breakfast becomes a negative Glassdoor mention by lunch.
Capture Everything. Recover Everyone.
omniXM captured feedback at scale — 136,000 survey responses over the year, with every signal tracked and acted upon in real time.
Customer Service (4.84) and Overall Experience (4.64) were clear strengths.
Food Quality held at 4.36. Menu Variety(3.71) was the gap — and with 6,000 responses on that attribute alone, it wasn’t noise.
The Guest Recovery Engine
The real shift came from how negative experiences were handled. Previously, guest recovery was slow, manual, and inconsistent. With omniXM, every negative experience triggers immediate action.
The Numbers Tell the Story
Quarter by quarter, the trajectory was clear — and sustained.
The steepest climb happened between Q1 and Q2 – a 0.30 point jump. By Q4, the program was consistently hitting 4.60.
Every experience heard.
Every guest recovered.
Every experience heard.
Every guest recovered.
136,000 responses. 65 locations. 40,000+ recoveries. One clear trajectory — up.
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