Kelly's Kitchen, a restaurant, strives to improve its customer service and makes sure that its customers enjoy the food and ambience at the restaurant. The restaurant's manager gathers and assesses customer reviews from various sources and evaluates their opinions and sentiments. This scenario illustrates the process of _____.

Question

Quizplus · Accepted Answer

Social media monitoring is the process of gathering and assessing customer reviews and feedback from various social media platforms to evaluate customer sentiments and opinions. This process helps the restaurant's manager to track customer satisfaction levels and make necessary improvements to ensure customer retention and positive word-of-mouth marketing. The other options (A, C, and D) do not accurately describe the process illustrated in the scenario.

Kelly's Kitchen, a Restaurant, Strives to Improve Its Customer Service