Fueling Restaurant Loyalty Program Innovation Through Customer Insights

By: Allison Carpenter


In today’s rapidly evolving industry, understanding and meeting customer needs is not only essential, but a continual process of discovery. That’s where the PAR Punchh Voice of the Customer (VoC) program comes in. One of the most valuable parts of the VoC program is our user groups. These groups give us invaluable customer insights that help us fine-tune our products and services to better serve you, our valued customers. 

What is the PAR Punchh User Group? 

The PAR Punchh User Group is a community of customers who come together to share their experiences, feedback, and suggestions about our products and services. These groups play a crucial role in our VoC program, offering a direct line of communication between PAR Punchh and our customers. By actively engaging with user groups we gather detailed and actionable insights that drive our business forward while our customers enjoy a collaborative environment to learn from each other and the opportunity to pilot new products and services.  

Fueling Innovation and Growth with Insights

At PAR Punchh, our User Groups play a pivotal role in driving our continuous improvement and innovation. These collaborative sessions provide us with a wealth of insights that help shape the future of our products. A few ways these sessions contribute to our journey: 

  • Enhanced Product Development: User groups provide direct, unfiltered feedback on existing products, helping identify areas for improvement and opportunities for new features. Insights from user groups ensure that product development is aligned with actual user needs and preferences, leading to more successful products.  
  • Better Market Fit: When we tailor our products and services based on direct customer input, we ensure a better fit for the market. This alignment leads to higher customer satisfaction and increases the likelihood of our products being adopted and loved by users. 
  • Increased Customer Loyalty: Engaging with customers through user groups helps build deeper relationships. By involving customers in the development process, we can ensure our products meet your expectations, leading to higher satisfaction. 

Collaboration in Action

Recently, we launched the Campaign Management Tool, a new feature inspired by user group feedback. Our User Group members were involved every step of the way—from discovery and surveys to prototype review and an exclusive User Group Pilot. Their invaluable insights allowed us to refine the feature before its official release. As a result, the feature was well received with the broader customer base, showcasing the power of user group engagement.

Because of our User Group’s input customers can now:

  • Efficiently categorize campaigns using tags 
  • Perform actions on campaigns individually or in bulk 
  • Keep their workspaces clean by archiving or deleting campaigns 
  • Quickly find campaigns using various criteria 
  • Narrow results by campaign status, tag, creator, time frame, segment, gift type, and location 
  • Simplified steps for setting up new campaigns 
  • Make changes and updates efficiently 
  • Easily locate specific campaigns by campaign ID 
  • View performance, messaging, timelines, and more in the new side panel 

Enhancing the User Experience 

  • Making tags easily accessible has made a significant impact. Within the first 30 days, our new user-friendly tags led to a 94% lift in account adoption with a 175% increase in the number of tags created. 
  • The introduction of more filters has significantly boosted engagement. With 53% of accounts adopting these new filters, it’s clear they’re helping users streamline their workflows and find the information they need more efficiently. 

Unlock Exclusive Perks with the PAR Punchh User Group 

Participating in the PAR Punchh User Group offers numerous advantages for our customers. Here are some of the key benefits: 

  • Make Your Voice Heard: Your insights and suggestions directly impact our product roadmap enhancements. By actively listening to user group feedback, we can offer products and services that are better tailored to meet your specific needs. 
  • Early Access: User group members often get the opportunity to try new features and products before they are released to the public. This early access allows User Group members to stay ahead of the curve and allows us to gather early feedback and make necessary adjustments. 
  • Network Opportunity: User groups provide a platform for customers to connect with one another, share best practices, and learn from each other’s experiences. This sense of community enhances the overall customer experience. 

Success Stories

“The fact that your team puts together an event like this, with so many different players from the product, engineering, and development side, and tries to make real-time improvements for customers says a tremendous amount about your business. Keep up the great work!” - Billy Colmeir, Stinkers  “We are excited to see where this is headed. There was some good discussion in our small group, and a new idea sparked from another brand to implement in our rewards program!” - Bobbi Glassmeyer, Graeters  “This was a very good user group – interactions with other Punchh clients have been invaluable!” Evan Pardue, Condado Tacos 

 Join the Journey

We encourage all our customers to participate in the PAR Punchh Voice of the Customer Program. Your participation not only helps us create better products but also empowers you to make the most out of our solutions. 

Do any of these sound like you? 

  • Passionate Advocates: If you’re passionate about the Punchh product and have ideas for improvements, we want to hear from you. 
  • Regular Users: If you use our products and services regularly and have practical feedback on usability and functionality, your input is invaluable. 
  • Innovative Thinkers: If you enjoy brainstorming and contributing to innovative solutions, this is the perfect forum for you. 

If any of these descriptions fit you, we encourage you to consider joining. We welcome any customer interested in contributing. By working closely with our customers, we gain valuable insights that drive our business success, while our customers benefit from products and services closely aligned with their needs. 

Through your valuable insights and our collaboration, we can enhance Punchh products and services together! Join Now!

  • Allison Carpenter

    Allison is the resident product guru at PAR Punchh, leading the Product Go-To-Market strategy, Voice of the Customer Program, and Product Enablement. She’s been helping drive customer success and product adoption since 2018. With a degree in communications and business from UT Austin, she brings a unique blend of savvy and smarts to the table. An Austin native, Allison loves catching live music, traveling the world, and planning epic themed parties.

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