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EnglishIn Nanjing, almost everyone has heard of “Nanjing Dapaidang.” This small eatery, which began in the streets and alleys, has grown over more than thirty years into a nationwide dining group with over a hundred branches. It has also spawned multiple brands such as “Shiwangfu” and “Nanjing Chenxiang Duck Restaurant,” becoming a representative symbol of Jiangnan flavors.
Listening to Customer Voices: From Experience-Driven to Data-Driven
As its scale continues to expand, this long-established brand faces common challenges in the food service industry: How can it systematically capture genuine consumer feedback? How can new menu development better align with market demand? And how can internal collaboration break down barriers and improve efficiency?
In the past, these issues relied on word-of-mouth, management intuition, or hierarchical reporting. But starting in September 2025, Nanjing Dapaidang made a pivotal shift—adopting DingTalk AI Forms and AI note-taking technology to transform “listening to customer feedback” into a digital process that is recordable, trackable, and fully closed-loop, marking a leap from human-driven to intelligent governance.
Launch of the Public Sentiment System: Proactively Capturing Feedback
“Previously, we could only rely on store reports or handle customer complaints; voices on social platforms were often overlooked,” noted a Nanjing Dapaidang representative.
Now, through the “Public Sentiment Monitoring System” built using DingTalk AI Forms, comments and discussions about the brand across platforms like Xiaohongshu, Douyin, and Dianping are automatically collected. After AI cleaning and categorization, the data is instantly synchronized into the form, enabling visualized analysis and tracking of consumer sentiment. When feedback arises regarding ingredient quality or taste, the system automatically sends notifications to the relevant personnel.
“Before, people chased after tasks; now, tasks come to them. Assignments are dispatched automatically, with timely reminders, and progress is transparent and traceable throughout the process.”
From Feedback to New Dishes: Data-Driven Menu Updates
Gathering feedback is just the first step; the real challenge lies in driving product improvements.
Today, customer comments such as “Meiling Congee portions have decreased” or “I miss the Official Residence Pork Knuckle” are automatically categorized and aggregated by the system, then added to the “R&D Management Database.” With this data, the R&D team identifies trending topics, pain points, and areas for improvement, making innovation more targeted.
“Even ‘listening to customer feedback’ now has systematic support.”
For example, after several customers expressed nostalgia online, “Official Residence Pork Knuckle” was flagged by the system as a high-priority item, prompting an immediate revival plan that successfully brought the dish back onto the menu to widespread acclaim.
Supply Chain Upgrade: Saying Goodbye to Manual Follow-Ups, Embracing Automated Workflow
In the past, sourcing new ingredients required chefs to sample dishes, often relying on personal connections and verbal follow-ups—a process that was unclear and time-consuming.
Now, procurement staff simply submit sample requests via AI Forms, and the system automatically assigns tasks to designated chefs with set deadlines. Only after each step is confirmed does the process move forward, ensuring clear accountability and controlled pacing.
“Who’s doing what, at what stage, and where bottlenecks occur—all are immediately visible.”
This not only dramatically boosts efficiency but also establishes a standardized, traceable, and replicable operating model.
Knowledge Preservation: Turning Meeting Records into Corporate Assets
Beyond process transformation, how can corporate knowledge be effectively preserved? Nanjing Dapaidang has introduced DingTalk AI Note-Taking to address this need.
High-level meetings, pre-shift briefings, training webinars—everything is automatically transcribed into text by AI and stored directly in the company’s “Knowledge Base.”
These records are further integrated with business data and management systems within AI Forms, and in the future, they can be queried and accessed anytime via the DingTalk AI Assistant, forming true intellectual assets for the organization.
According to data, employees using AI note-taking average about 30 minutes of recorded content per day, allowing vast amounts of frontline experience and managerial insights to be digitized and retained, preventing valuable knowledge from being lost due to personnel turnover.
Low-Barrier Tools, High-Value Applications
Nanjing Dapaidang’s digital journey didn’t begin with top-down strategic planning. Instead, it emerged organically from frontline departments addressing real-world pain points, gradually built using flexible, easy-to-use tools like DingTalk AI Forms.
“We already have ERP, OA, CRM, and other ‘major appliances’ handling core operations,” explained a company representative. “But those flexible, cross-departmental, ad-hoc needs—like ‘small appliances’—were hard to fulfill in the past. Now, front-line colleagues can quickly build applications with AI Forms and see results right away.”
Starting with “listening to customer feedback,” this traditional brand is leveraging AI tools to turn decades of accumulated experience into fluid data, streamlined processes, and ever-evolving intelligent systems. In the digital age, the charm of a time-honored brand lies not only in its culinary heritage but also in its ability to listen—through innovative means—to every unspoken wish of its customers.
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