Taco Bell is an iconic brand of fast food that has been known for pushing the boundaries of traditional mexican food with their innovative menu items and challenging the status quo of food service for decades (remember when they invented fourth meal?) Using Dashbot’s advanced analytics tools, we analyzed Taco Bell's live chat data, app reviews, social media surveys, and more. Our goal was to extract actionable insights to understand what customers loved and didn't love about Taco Bell’s customer experience.

Data Sources of Taco Bell Customer Feedback

We started by breaking down the various data channels:

• Live Chats: Over 500 interactions from customer care.
• App Reviews: Feedback from the App Store, Google Play Store, and TripAdvisor.
• Social Media: Comments and messages from Twitter.
• Surveys: Post-purchase satisfaction surveys.

Insights from the Customer Interactions

Ordering Issues:

• Ordering is the primary issue across all customer interactions.
• Common problems include app login and ordering experience.

Product-Specific Feedback:

• Crunchwrap Supreme: Frequent complaints about missing sour cream.
• Quesarito: High levels of customer disappointment due to its removal from the menu.

Insight Analysis with Dashbot

By using Dashbot’s data slicer, we could categorize and analyze the customer feedback efficiently:

• Categories: Ordering, Service, Food.
• Products: Crunchwrap Supreme, Quesarito, Baja Blast, Mexican Pizza.

Detailed Findings

Crunchwrap Supreme:

• Most popular item with 7 million sold weekly in the US.
• Issues with missing sour cream are significant, accounting for 3-5% of feedback.
• Potential improvement: Ensure consistent inclusion of sour cream to reduce complaints.

Quesarito Removal:

• High level of customer dissatisfaction due to its removal.
• Customers expressed frustration and disappointment, showing strong attachment to this item.

Data Enrichment

Dashbot enriched the raw, unstructured data with new dimensions, such as specific product mentions and reasons for feedback. This added context allowed for a deeper understanding of customer sentiments.

Implications for Taco Bell

• Addressing Issues: Focusing on consistent order accuracy, particularly with the Crunchwrap Supreme, can significantly improve customer satisfaction scores as it accounts for a high volume of the negative experiences.
• Product Availability: Considering the high demand, reintroducing popular items like the Quesarito could boost customer happiness and loyalty. Someone should start a petition to bring back the Quesarito.

How Dashbot Can Help

Dashbot’s powerful analytics tools help companies like Taco Bell understand their customers better by analyzing feedback across multiple channels. This enables businesses to make data-driven decisions that enhance customer satisfaction and drive growth.

Traditional methods often miss the context and subtleties of customer feedback. Dashbot’s advanced capabilities provide a more comprehensive and accurate understanding of customer sentiment, empowering businesses to make more informed decisions.

Want to Learn More?

If you’re curious about how Dashbot's platform can help your business uncover valuable customer insights, we’d love to chat. Contact us today to schedule a demo!

Be sure to check out the full Data Kitchen episode below, and our episode on Starbucks Sentiments to see our analysis on another popular brand.