Barista Coffee Lanka, one of Sri Lanka’s most loved café chains with 61 locations islandwide, sought to take their customer experience (CX) to the next level. While known for their quality coffee and cozy ambiance, Barista recognized growing customer expectations and the need to modernize how they handle feedback and complaints across locations.

The Challenges Barista Faced

Barista encountered several operational and customer engagement hurdles:

• Slow Complaint Resolution – Without a centralized system, customer complaints were often delayed or overlooked.

 

• Limited Customer Feedback Collection – There was no streamlined method for gathering feedback on service, quality, or ambiance.

 

• Scattered Online Reviews – Reviews were posted across platforms like Google, Facebook, and TripAdvisor, making them hard to track or manage effectively.

 

• Low Online Review Engagement from Satisfied Customers – Happy customers weren’t actively encouraged to leave reviews, limiting Barista’s online reputation growth.

 

The Emojot Solution: Real-Time Customer Experience Management

Barista partnered with Emojot, a leading AI-driven customer experience management platform, to tackle these challenges with smart, scalable solutions:

• QR Code-Based Feedback System – Customers could scan QR codes placed on tables and receipts to instantly share their feedback, reducing friction and boosting response rates.

 

• Instant Alerts for Negative Feedback – Store managers received real-time alerts when a complaint was submitted, allowing for faster resolution and improved customer satisfaction.
  

 

• In-Store Surveys with Emotion Tracking – Barista collected in-person feedback at checkout counters and utilized AI-powered emotion recognition to understand how customers truly felt.

 

• Unified Review Management Dashboard – Emojot aggregated reviews from Google, Facebook, and TripAdvisor into a single dashboard, simplifying monitoring and response.

 

• Proactive Review Requests from Happy Customers – Positive feedback triggered automated nudges, encouraging customers to leave public reviews and enhance Barista’s online presence.

 

The Results: Brewing Success Across 61 Locations

In just 11 months, Barista experienced a measurable impact:

• 450+ Complaints Resolved Swiftly – Thanks to real-time alerts and centralized tracking, complaint resolution became fast and effective.

 

• 6,000+ Feedback Entries Captured – Using QR codes and in-store surveys, Barista collected valuable insights for service improvements.

 

• 11,000+ Online Reviews Monitored – Reviews across Google, Facebook, and TripAdvisor were effectively managed, boosting responsiveness and brand perception.

 

• Higher Customer Satisfaction – With faster problem-solving and data-driven improvements, customer happiness levels rose significantly.

 

• Improved Brand Loyalty – Customers felt heard and valued, leading to more repeat visits, stronger word-of-mouth, and increased brand trust.

 

Implementation in Action

Here’s how Barista and Emojot made it happen:

• QR Codes Deployed Across Outlets – Every location was equipped with QR codes on tables and bills, making it effortless for customers to provide feedback.

 

• Staff Training and Onboarding – Employees were trained to seamlessly use Emojot’s tools and respond to feedback.
  
• Smart Review Dashboard Integration – All online review platforms were consolidated for easier tracking and action.

 

• Continuous Improvements Through Feedback – Emojot and Barista used insights from the data to refine and enhance the experience over time.

 

Conclusion: A Fresh Brew of Digital Transformation

With Emojot’s real-time feedback and reputation management platform, Barista Coffee Lanka turned customer insights into tangible business growth. By resolving over 450 complaints, collecting 6,000+ feedback entries, and managing 11,000+ reviews, Barista now delivers more than great coffee—it delivers exceptional customer experiences at every touchpoint.