Enhancing Customer Satisfaction: A CEM Strategy for Subway

This report examines customer service and satisfaction at Subway restaurants, utilizing both primary and secondary research methods. It delves into Customer Experience Management (CEM) and its application within the company, providing insights into customer segmentation, the voice of the customer, and feedback mechanisms. The study further explores customer experience maps and alignment diagrams, illustrating their implementation to foster business growth and profitability. Primary data is gathered through customer surveys to understand perceptions and satisfaction levels, while secondary data is collected from social media reviews, business reports, and articles to assess public opinion. The report identifies challenges and opportunities in enhancing customer service and suggests improvements based on customer feedback and market analysis, ultimately aiming to improve customer loyalty and brand awareness for Subway.