Zizzi, an Italian restaurant chain with 115 locations in the UK, is focusing on getting closer to its customers with the introduction of a customer experience management (CEM) programme from Empathica, which it can use for staff training.

The new programme will enable Zizzi to gain daily feedback from real customers and drive operational improvements across the chain.

Zizzi, part of the Gondola Group, has rolled out Empathica’s programme across the entire chain following a successful pilot programme in 18 of its restaurants.

Helen Higgins, head of marketing at Zizzi, said: “The response rates during the pilot stage were phenomenal and we have received a large amount of positive feedback from all locations.

"Our business is based upon the ethic of providing great food and service, and the philosophy that it is the people who make the restaurant. The Empathica programme allows us to listen to the opinions of thousands of our customers, make improvements based on what matters most to them, and motivate our staff to continue to provide them with an excellent dining experience.”