Wendy's Selects Clarabridge Text Analytics for for Customer Feedback

Restaurant Chain to Automate the Collection and Analysis of Customer Feedback

Reston, Va. (March 22, 2010) - Clarabridge, the leading provider of text analytics software implemented by many Fortune 1000 companies to improve customer experience management (CEM), today announced that Wendy's® International has chosen the Clarabridge text analytics solution to enhance its customer feedback program.

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Wendy's Customer Feedback Program will use Clarabridge's solution to automatically collect and analyze, in real-time, close to 500,000 text-based customer comments per year from its web-based feedback form, call center notes, emails, receipt-based surveys, and social media sources. Traditionally, Wendy's Customer Satisfaction team would manually review spreadsheets using keyword search in order to find specific customer comments about a specific topic. With Clarabridge, the process to gather and analyze this information, now automated, takes just minutes. The results of the analysis will be generated on a regular basis through reports that will provide a 360-degree view of customer's experiences down to the store level.

Clarabridge helps companies better understand their customers by automatically capturing and analyzing feedback from multiple customer touch-points, such as call center notes, survey responses, online consumer forums and social media sites. The Clarabridge platform uniquely integrates text transformation and analysis engines, including natural language processing (NLP), auto classification, advanced sentiment scoring, and rich quantitative analytics and reporting, to organize, quantify, and present accurate, meaningful, and actionable customer experience insights. Company executives and business stakeholders can then identify areas of the business needing improvements, such as product quality, marketing and customer care.

For more information, visit www.clarabridge.com.