Customers expect high quality food, excellent service and good facilities, and aren’t afraid to shout if they don’t get it. We’re all aware of customers who are happy to make a fuss in the middle of your restaurant. But there are also those who say nothing and don’t return, or those who go home and write an online review.
Wouldn’t it be great if you could solve issues before your customers have time to even think about a review? A lot of complaints and bad reviews are based around small issues which you could easily fix if you knew about them at the time.
In Restaurant Survey Kiosks
Make it simple and non-confrontational for customers to leave feedback and they will. Easy to use touchscreen survey devices are the perfect way to collect point of experience feedback.
Surveys are designed in your brand and can be tailored to your needs. They can be changed for certain times or special occasions, such as, holiday periods, weekends, when you offer different menus or deals. This means your surveys will also be relevant to your customers and you’ll receive relevant and useful insights.
The location of the survey points is important, they need to be easily accessible and away from staff so you receive honest feedback.
Survey devices (when online) upload results as soon as feedback is left, meaning you get the results instantly. When negative feedback is left you are sent an instant alert to make you aware of the issue. You’re then able to approach the customer and resolve their complaint before they leave the restaurant.
A massive 91% of customers will do business with you again if their complaint is resolved quickly and satisfactorily.¹
If you ask customers if they’d like to leave their details you could also contact them once they’ve left the restaurant, possibly before they get home. You could thank customers who have left positive reviews and encourage them to do online reviews. Those who were happy but not delighted could be thanked for their comments and assured you’ll take actions to improve before their next visit. You could also contact unhappy customers who have left negative feedback and had already gone home before you got a chance to address their problems.
Use Data to Improve Your Business
The reports generated from real-time feedback can also help improve your business. You’ll be able to spot trends in complaints, extended waiting time, bad service and compare that to the staff who were working at those times. It could highlight if a chef needs extra training, busy periods when you need extra staff on duty or if you need to tweak your menu to cater for all dietary requirements.
You can also use the positive reviews. You can see which members of staff excel, what are the favorite dishes on the menu and what your customers love about your restaurant. Spot trends in positive feedback and see if you can improve further to really shine.
You could also use feedback for staff motivation by sharing both positive and negative feedback. Or you could introduce rewards based on feedback; the member of staff with the most positive feedback each week gets the best parking spot, a bonus or other reward.
Happy Customers Save Money
The insights from customer feedback really can help improve your restaurant. They are teaching you how to keep them happy.
It costs 6 times more to attract a new customer than it does to keep an old one.² Listening to your customers, keeping them happy and loyal so they return will save you money.
Word of mouth recommendations is the best form of marketing. According to Nielson, 92% of consumers believe recommendations from friends and family over all forms of advertising. Turning happy customers into promoters will also have the benefit of attracting new customers.
² The White House Office of Consumer Affairs, Washington, DC.
Trusted by clients all around the world since 2006, Avius provide customer experience and survey software. Get real-time feedback and useful insights to improve your restaurant with Avius Surveys.