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Potbelly Listens Survey - Start Now

Potbelly has released a customer satisfaction survey in order to gather feedback across its 434 restaurants. With a diverse menu anchored by their famous sandwiches and soups, Potbelly is continually seeking the opinion of its customers. The survey, called Potbelly Listens, is available to anyone with a receipt, and those who complete it can win free food. We took a dive into Potbelly Listens, and here's what we found…

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Potbelly Listens Survey - Start Now - What's in this guide?

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How do I access the survey?

You can access the Potbelly Listens Survey on Potbelly's customer feedback website. The survey is available in both English and Spanish.

Why is it hosted on a separate website?

Companies will often isolate their main marketing website from other parts of their business. For example, Potbelly maintains a main website where you'll find their online ordering function as well as their rewards program and their job application. They have separate sites for their investors (hosted on a Potbelly subdomain) and their survey, which is hosted on a separate domain altogether. This is set up and maintained by the company that they use to help them measure and manage their customer responses. That company is called SMG and they also handle standalone survey websites for brands like Firehouse Subs and Party City. SMG's roster includes more than 25 of the top 50 restaurants and more than 20% of the top 20 retailers, so they know quite a bit about collecting customer feedback.

What information is required from me?

In order to participate in the Potbelly survey, you'll need to prove that you're a customer. You can do this by inputting the 20-digit survey number that comes with your Potbelly receipt. Once you enter this number into the Potbelly Listens website, you'll be able to start the survey. You'll be asked a series of questions intended to produce information that conveys your overall satisfaction with Potbelly. When you're finished you'll get a Potbelly Listens Validation Code, which you can bring back to Potbelly in order to redeem your reward. They even have a convenient space on your receipt in which you can write your code so you don't forget it.

What does Potbelly do with the results?

Potbelly will use the results of the Potbelly Listens survey to help understand their shortcomings and to improve the experience for other Potbelly customers. Likewise, surveys like this can help the company understand what they are doing well in order to emphasize those strengths in future customer interactions. This is done through analyzing the survey results in order to identify trends and themes among customer feedback, and to understand the sentiment being expressed across a broad range of responses.

How many times can I participate in the survey?

Since you get a new access code to the survey with each receipt, you can participate multiple times. This makes sense because Potbelly is actually trying to gauge your experience on each of your purchases. It's totally possible that you'd have a great experience followed by a poor experience, and the company wants to know about both so that they can improve across the board.

How long do I have to complete the survey?

You have 3 days from your purchase date to complete the Potbelly Listens survey. After 3 days, the access code on your receipt will no longer allow you to access the feedback form.

What do I get if I complete the survey?

Those who complete the Potbelly Listens survey are eligible for free food. The exact item that you'll receive is subject to change, but in the past this has been items like a free cookie, free bag of chips, or even a free sandwich.

Final Thoughts

The Potbelly Listens website is a great resource for customers who want to communicate directly with the company in order to convey how they feel about a recent experience at a Potbelly restaurant. It's certainly important that only verified customers with a recent receipt can participate, as this ensures that the company will only receive authentic responses. Potbelly's customer satisfaction survey also comes with the added benefit of free food for those who complete it, which is a great incentive for your participation.

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