GUESTXM Essential
Delight More Guests, Drive More Business.
Build a brand that’s known for incredible guest experiences in-store and online. With GuestXM Essential, we seamlessly gather every online comment, review, and rating in one platform so that you and your team can easily respond and engage at the right time, with the right action.
Your Reputation Performance Hub
The only tool to monitor online social and review channels, address customer feedback, and align teams on where to improve the guest experience in one intuitive dashboard.
Manage Online Reputation
Respond & Engage with Guests Where They Are
Send Custom Surveys & Collect Responses
Monitor Brand Performance Across Every Major Market & Social Media Channel
Restaurant Review Management – in Real Time
Stay on the pulse of customer sentiment and respond to the good … and the bad.
Get Complete Control of Online Reviews
Monitor and respond to customer reviews in a prompt and personalized way with custom response templates.
Connect with Customers in Real-Time
Reach out to your most loyal customers and influencers wherever they are. Reply to every interaction, create response templates and flag messages positive or negative.
Enable the Entire Organization
Scale response efforts and create more impactful experiences by getting teams involved in community management.
Easily Report on Reviews & Reputation
Centralize reporting, share templates and create workflows that tighten up your service.
Social Media Management
Build brand awareness and take control of reputation through every social platform.
Plan, Schedule, & Post from one Platform
Our visual planner with easy-to-use drag and drop capabilities helps your marketing, social, and HR team plan and schedule social posts to all of your channels in minutes.
Engage Your Audience
Enrich the digital engagement process by building online communities, developing user-generated content, and testing market research within a subset of followers.
Empower Other Teams to Engage
Share your monthly social calendar with other teams across your organization so they can develop content that aligns with your overall brand strategy.
Tools to Align Teams and Drive
Efficiencies Across the Organization
Automated Reporting
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- Weekly and Monthly overview and reports for the whole company, specific groups or individual locations
- Adjusted to each user type: location manager, marketing, operations, etc
- Insights on positive and negative trends
- Key takeaways and clear focus points for each location every week/every month
Team Collaboration
Empower teams to deliver their best work, and track their progress
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- Align marketing, operations, and front-line seamlessly
- Collaborate in real-time, assign tasks and notify your teammates of updates in one hub.
- Share customer feedback, solve problems and close the feedback loop faster to increase customer satisfaction, job satisfaction and productivity.
Workflow Automation
Configure role-based access to get the right stakeholders involved and focused on the right task
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- Automatically assign, tag & close conversations, mark conversations as urgent and set SLAs for your team with Inbox rules.
- Issues will always be handled by the right team, and in the right order.
- Let your team focus on what they do best, and spend less time manually tagging and assigning conversations.
More from the GuestXM™ Platform
Workforce Intelligence
Get a total picture of your frontline workforce. Hire smarter, motivate with purpose, and retain the talent that lines up with your brand’s standards.
Guest Intelligence
Get a complete view of what your guests are thinking and feeling with comprehensive listening across every single channel.
Financial Intelligence
Be in complete control over your operations and experiences. Spot successes, respond to issues, and build a culture of action based on data and insights.
Latest Blogs
Restaurant Sales & Traffic Slowed in February—a Sign of Future Challenges
All growth numbers are year over year unless specified. Best and worst performing region, segment and cuisine is based on same-store sales growth. As was expected, once the upward boost created by...
Where to Get the Most Valuable Customer Feedback for Your Restaurants
Customers aren’t shy about sharing feedback on their restaurant experience with the brands that they interact with. Every experience along the customer journey is an opportunity for a person to...
January Strong Due to Easy Omicron Comparison, But Long-Term Traffic Slowdown Continues
All growth numbers are year over year unless specified. Best and worst performing region, segment and cuisine is based on same-store sales growth. On the surface, 2023 started off extremely well for...
Powered by the Black Box Network
GuestXM™ leverages Black Box Intelligence guest, workforce, and financial data to surface actionable insights that drive revenue and profitability results for restaurants across the globe.
Used by over 300+ of the world’s best restaurants.
“Adding guest intelligence data to our insights portfolio has really helped us strengthen our strategic focus - confirming assumptions around guest traffic and our demographic profiles.”
Michelle Giovine,
VP of Marketing, Ninety Nine
“As CEO of a franchised, super-regional fast casual pizza chain, it was critical for my team to have a finger on the pulse of the guest experience in every location, every day.”
Sheri Miks,
Former President/CEO, Mazzio’s LLC
“The real magic comes from the rich, local data. Our field teams want to outperform their region’s industry performance.”
Carin Stutz,
President and CEO, Native Foods
“Competition is fierce and we are continually looking at ways to build competitive advantages for Darden. The data and insights are a terrific addition to our insights capabilities.”
Ali Charri,
SVP of Strategy & Insights, Darden Restaurants
“I love the ability to view key data such as sales and traffic comps from the state down to the DMA level. Traditionally, other platforms provide only a national view.”
Patrick Liger,
Director of Finance, Lazy Dog
“Workforce Intelligence allows us to gauge how we are doing in this space as a brand and is instrumental for individual locations to know where they should place emphasis and adapt in support of their teams and business.”
Matt Klug ,
VP of HR, Culver’s
“The financial insights serve as a great resource that allows us to make informed decisions and better understand the restaurant environment. The detailed reports and sophisticated platform are used throughout our organization in order to grow sales.”
Roni Rubinstein,
Sr. Financial Analyst, Potbelly Sandwich Shop