XI Take: Using Real-Time Customer feedback to Support Business Cases at Brakes

Brakes has been providing top quality food and catering supplies to the foodservice industry for more than 60 years. The company now employs more than 6,500 people and has the most extensive range of own brand products in foodservice and has grown into the leading foodservice wholesaler in the UK.

Today, business may be bigger and more diverse with an increased focus on other categories such as fresh produce, but understanding what matters to customers is still as important to Brakes today as it was in the early days. This is why they selected InMoment as their Experience Improvement partner. 

Through InMoment’s Experience Improvement (XI) Platform, Brakes are now able to get live, real-time feedback to understand quickly where action needs to be taken to support the business and improve customer satisfaction.

By asking the right questions through the right channels, Brakes are ensuring that they are getting the best response rates with rich data, in order to gain a deeper understanding of what their employees go through on a daily basis and how customers are interacting with the brand.

Watch this video to hear from Jane Walker, Director of Customer Experience at Brakes, on how Brakes uses real-time, customer data to create business cases for improvement, backed by robust data, in order to adapt and improve their business.