In the ever-growing world of fast-casual dining, restaurants that actively seek customer feedback stand out as brands that truly care. Potbelly Sandwich Shop, known for its warm, toasted sandwiches, soups, and cookies, is one such brand. To better understand its guests’ needs and improve service quality, Potbelly introduced PotbellyListens, a customer satisfaction survey that invites diners to share their honest experiences and earn rewards in return.

What Is PotbellyListens?
PotbellyListens is the official online feedback platform of Potbelly Sandwich Shop. It allows customers to express their opinions about their recent dining experience — from food quality and service speed to restaurant cleanliness and staff friendliness.
The primary goal of this program is to ensure that every guest’s voice is heard and that Potbelly continuously refines its operations based on real, actionable feedback. In appreciation for their time, participants typically receive a reward, such as a discount or coupon for their next visit.
How PotbellyListens Works
Participating in PotbellyListens is a simple process that only takes a few minutes. Here’s how it typically goes:
- Make a Purchase: Visit any Potbelly Sandwich Shop and keep your purchase receipt. The receipt usually contains an invitation to take the PotbellyListens survey, along with a code.
- Visit the Survey Website: Go to the official PotbellyListens web page as mentioned on your receipt.
- Enter Required Details: Input the survey code, date, and time of your visit to verify your transaction.
- Answer the Survey Questions: Share your honest feedback regarding your dining experience. Questions usually cover areas like order accuracy, taste, cleanliness, staff behavior, and overall satisfaction.
- Submit and Receive Your Reward: Once you finish the survey, you’ll receive a validation code or coupon that can be redeemed during your next visit.
The process is quick, convenient, and ensures that customers’ experiences translate directly into improvements at their favorite Potbelly locations.
Why PotbellyListens Matters
PotbellyListens is much more than a marketing initiative — it’s a reflection of the brand’s culture of care, connection, and constant improvement. Here’s why the program holds real value for both customers and the company:
1. Promotes Continuous Improvement
The survey enables Potbelly to track customer satisfaction metrics and identify areas that need attention. Whether it’s food preparation time, portion size, or friendliness of staff, customer feedback highlights what works and what doesn’t.
2. Strengthens Guest Relationships
When customers see that their opinions are welcomed and acted upon, it builds trust. PotbellyListens gives diners a voice and shows that their input truly influences the company’s service standards.
3. Encourages Employee Accountability
Knowing that every guest can provide feedback encourages staff members to consistently deliver excellent service and maintain Potbelly’s high standards.
4. Drives Customer Loyalty
By rewarding customers for their feedback, Potbelly creates a positive cycle — guests share their experiences, receive a small token of appreciation, and are motivated to return, strengthening brand loyalty.
What Kind of Questions Does the Survey Include?
The PotbellyListens survey typically covers various aspects of the dining experience, such as:
- Was your food hot, fresh, and prepared as ordered?
- How friendly and efficient was the staff?
- Was the restaurant clean and comfortable?
- How long did you wait for your food?
- Were you satisfied with the value for your money?
- Would you recommend Potbelly to others or visit again?
These straightforward questions help Potbelly identify patterns and trends in customer satisfaction, guiding the company in maintaining consistent quality across all locations.
Tips for Taking the PotbellyListens Survey
If you plan to participate, here are some quick tips to get the most out of it:
- Keep Your Receipt: The survey invitation and code are printed on it.
- Complete the Survey Soon: Most codes expire within a few days of purchase.
- Be Honest and Specific: Genuine feedback — whether praise or criticism — helps Potbelly make real improvements.
- Redeem Rewards Promptly: If you receive a coupon, check the expiration date and use it before it runs out.
- Take Advantage of Repeated Opportunities: Each new receipt offers another chance to share feedback and earn rewards.
Benefits of PotbellyListens for Customers and the Company
For Customers:
- Opportunity to share their opinions directly with the company.
- Access to exclusive rewards like discounts or free items.
- A role in shaping the dining experience at their local Potbelly.
- Assurance that the company values their input.
For Potbelly:
- A steady stream of actionable data to guide improvements.
- Insights into regional and store-specific performance.
- Better alignment between brand promises and actual customer experiences.
- Increased customer retention through engagement and appreciation.
The Bigger Picture: Customer Feedback in Modern Dining
The PotbellyListens initiative is part of a larger movement across the restaurant industry toward customer-centric business models. In a competitive market, customer satisfaction is no longer a “nice-to-have” — it’s a necessity. Brands that listen and adapt based on feedback thrive, while those that ignore their customers risk falling behind.
Through PotbellyListens, the company reinforces its commitment to hospitality, transparency, and improvement. Every survey response helps refine recipes, enhance training programs, and optimize service efficiency, ensuring a consistent and enjoyable experience across all locations.
Conclusion
PotbellyListens isn’t just a feedback form — it’s an open conversation between Potbelly and its guests. It empowers customers to share their experiences and gives the company the insight needed to continuously elevate its offerings.
For customers, it’s an easy and rewarding way to make their voices heard. For Potbelly, it’s an essential tool for staying connected to what truly matters — customer satisfaction and authentic, heartfelt service.
By embracing programs like PotbellyListens, Potbelly Sandwich Shop demonstrates that success in the restaurant industry doesn’t just come from great food, but from genuinely listening to the people who enjoy it.












