Customers have a vested interest in helping their local restaurants be excellent. Afterall, who doesn’t want their favorite restaurant down the block from their home or office to continue to be amazing? However, even when guests know what needs to be fixed, many feel powerless to help because giving feedback can be easier said than done.
The challenge is that it's hard for guests to provide honest feedback on the spot. Some customers worry that the server won’t take constructive feedback well. And when someone does bring up an issue, the interaction is usually awkward, leaving both guests and staff dissatisfied. In fact, research shows that of customers who experience a problem during their visit, less than half tell the server or the manager.
Customers who are less than happy have learned it’s just easier to suck it up and say nothing in the moment. Instead, they’ll often use the easiest method available to vent their frustration, whether that’s telling friends and co-workers, social media followers, or online review sites. In the end, both the operator and the guest lose; the guest is unhappy, and the operator doesn’t know they are disappointing guests or where they can improve.
Back in the day, many restaurants tried to solve this problem by capturing customer feedback via paper comment cards on every table. They didn’t work very well. Negative comments were often discarded by servers, and if a comment card did get to a manager, most managers weren’t entering the comments into a spreadsheet so they could track and trend guest experience. The intentions were good, but the method was flawed.
PerformanceScope’s digital comment cards give every customer a chance to provide feedback about their experience. A modern update to the paper comment card, digital comment cards allow guests to simply use their smartphones to provide honest feedback. This simple and intuitive approach allows businesses to capture the feedback they need to identify strengths and weaknesses.
- Track and trend guest experience
- Customer recovery
- Capture customer emails
- Coaching and training employees
- Reduce customer churn
- Real-time guest feedback
When guests have something to say, the first place they look is your website. PerformanceScope’s digital comment card sits on your website, ready to capture critical guest feedback 24/7. Let us help you turn guest feedback into trackable and trendable data using our customer experience intelligence systems. Contact us today to get started!