Cares Feedback is submitted by guests through calling the Chick-fil-A CARES line or submitting feedback through the Customer Support feature of the Chick-fil-A app. 

To resolve a Cares Comment, follow these steps:

1. Navigate to Chick-fil-A Home

2. Navigate to Spotlight

3. Navigate to the Recover Tab at the top

4. Click any open Cares Comment 

5. View Report (pay special attention to date and time under 'Occurred On', Customer Contact History and number of complaints to Chick-fil-A and our location, and the customer comments

6. After learning the repot information, return to Spotlight

7. Click Action

8. Select With or Without Care Offer depending on the action needed and Continue

9. Select the appropriate template and applicable rewards

   1. If a guest was missing an item, make sure to give them at least two of the item, one to account for the missing one, and one to account for a treat. You may also treat them on top of this with a dessert reward.

   2. If the guest complains of a low quality item, simply replace it so they can return and try that item again and hopefully receive a better quality one

   3. If a guest has too many complaints to our location (6+), just send an email without an offer apologizing for the mistake

10. Click Send and Resolve the comment

Mistake Return Spreadsheet

The spreadsheet is filled out by leaders to take phone calls with guets complaints. After they verify the guest has the Chick-fil-A app, they fill out the applicable information. Then we use the following steps to resolve the issues for the guest:

1. Navigate to Chick-fil-A Home

2. Navigate to Spotlight

3. Navigate to the Recover Tab at the top

4. Navigate to Chick-fil-A One Contacts

5. Search the contact using their phone number (if this returns no results, search using their name) 

6. Click their name to create a Spotlight email. This can be with or without a care offer.

7. Select With or Without Care Offer depending on the action needed and Continue

8. Select the appropriate template and applicable rewards

   1. If a guest was missing an item, make sure to give them at least two of the item, one to account for the missing one, and one to account for a treat. You may also treat them on top of this with a dessert reward.

   2. If the guest complains of a low quality item, simply replace it so they can return and try that item again and hopefully receive a better quality one

   3. If a guest has too many complaints to our location (6+), just send an email without an offer apologizing for the mistake

9. Click Send

CEM Alerts

CEM Alerts are comments that Chick-fil-A has flagged through survey responses that have potential to lead to guest recovery opportunities. We can resolve these through the following steps:

1. Navigate to Chick-fil-A Home

2. Navigate to Customer Experience Monitor (CEM)

3. Hover over Text Analytics + Alerts and click on Alerts in the drop down

4. View any alerts by clicking them and decide on a resolution if one is needed

5. Use the phone number or name provided on the survey found on the left side of the alert and follow steps 2-9 of the Mistake Return Spreadsheet process above to resolve anything necessary