Guest Experience

Customer Experience

In today’s experience economy, customer's experiences are everything. A brand can quickly fall below its competition based on customer experience alone.  At PerformanceScope, we help operators improve customer experience by capturing real time direct guest feedback.

Using custom surveys and intelligent software systems, PerformanceScope maps each client’s customer journey, identifying key touchpoints along the way. By measuring customer satisfaction with each touchpoint, we’re able to uncover areas of strength and opportunity, as well as the reasons why some aspects of your business are doing well while others are falling short. Our approach to guest experience is quite simple, yet has proven incredibly effective for many leading companies in the hospitality industry. Contact us today for more information, or click here to try PerformanceScope for free!

Guest Experience

Guest Feedback Survey Touchpoints

Customer Feedback is PerformanceScope’s benchmark survey program. It’s a plug-and-play customer feedback program that operators leverage to begin capturing critical guest feedback in days, not months. With Customer Feedback, you can capture information on how your organization performs at each touchpoint along the customer journey.

When a guest interacts with your brand, there are several opportunities within that interaction to deliver a great experience. For example, here are a few casual dining restaurant touchpoints:

  • Prompt and attentive service
  • Pace of meal
  • Knowledge of server
  • Payment processing
  • Taste and flavor of food
  • Food temperature
  • Accuracy of order
  • Visual appeal
  • Overall atmosphere
  • Cleanliness
  • Overall satisfaction (guest experience)
  • NPS (Net Promoter Score)

PerformanceScope can help your operation understand which touchpoints are being met consistently and which areas need immediate improvement. PerformanceScope created specific Customer Feedback survey questions for each touchpoint, also known as moments of truth. Customers complete the survey, revealing areas of strength and opportunity within the customer journey.

Benchmarking each month, the touchpoints display trends in critical areas. At PerformanceScope, we have years of experience in the hospitality industry, which means our clients can compare scores across their own locations and industry normative benchmarks. The result is actionable insight into performance on guest experience and the ability to maintain and improve in the areas that impact guest loyalty most. Our surveys are proven to help businesses:

  • Increase guest loyalty
  • Increase visit frequency
  • Increase positive word of mouth
  • Decrease negative word of mouth
  • Improve online review scores by knowing specifically where to take action

Inquire today about PerformanceScope's GAP analysis. In just 90 days, our benchmark guest feedback program will identify strengths and opportunities by location, and present a report detailing the gaps between customer expectations and actual customer experiences. Give us a call at 952-847-3393 to get started!

How We Measure Customer Experience

Along with our revolutionary Customer Feedback surveys, PerformanceScope utilizes digital comment cards, customer journey mapping, and Net Promoter Scores (NPS) to help organizations measure and manage customer experiences. Click on a topic to learn more. If you have any questions, please reach out to our experts.

Try PerformanceScope for Free!

PerformanceScope offers a variety of survey solutions to fit your needs, from our benchmark Customer Feedback survey with proven questions to drive improvement, to a completely custom survey designed specifically for your unique operation. Want to hear more? Contact us via phone or email, or try PerformanceScope for free—it’s easy!

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It’s not complicated. The truth is, there are a lot of operators that can stand to improve their consistent execution on guest experience, but they don't know specifically what areas to improve. They don't know because they are not measuring guest experience in the right way. That's the nice thing about structuring direct guest feedback to follow the customer journey. They know almost immediately how they are performing in the areas that have the greatest impact on guest happiness.

Mark Netsch, Founder & CEO, PerformanceScope

Digital Comment Cards

Screenshot of Digital Comment Cards by Performance Scope

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.

  • Outcomes:
  • 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!

Customer Journey Mapping

With PerformanceScope, you can create a powerful visual representation of the journey your customers take with your brand, products, and services. Journey mapping allows you to identify the key moments and evaluation points in your guest experience process that make the biggest impact on your customers’ impressions and decisions. Utilize the positives and negatives while understanding the real attitudes and emotions waiting to be measured. Contact us today to learn more!

Net Promoter Score (NPS)

How likely are your customers to recommend your brand to a friend or coworker? PerformanceScope can help you answer that question by providing you with a special customer experience metric. Net Promoter Score (NPS) is a customer experience metric that measures how willing a company’s customers are to recommend the brand’s products or services to others. Because NPS is directly tied to customer experiences, it can be used to help your organization gauge overall customer satisfaction with your brand. Interested to learn more? Give us a call for more information!

How do you stack up against your competitors?

With PerformanceScope you will:

  • Capture customer and employee feedback
  • Review real-time analytics
  • Discover your business's strengths and weaknesses
  • Create the best customer and employee engagement
  • Improve your business
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Hear What Clients Are Saying

Boloco Logo

"PerformanceScope has a simple, affordable way to quantify culture and measure our health on a consistent basis."

John Pepper, Founder, Boloco

Del Pez Logo

“We used PerformanceScope extensively at my former employer, so when I shifted to Del Pez I was well aware of the results PerformanceScope could bring to the table through their surveys and voice of the customer insights...”

Eric Wood, General Manager Del Pez Mexican Gastropub, Wilmington, DE

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“It is my pleasure to recommend Mark Netsch and PerformanceScope. In my 30+ years in the restaurant industry, PerformanceScope is by far the best company I have dealt with for measuring guest satisfaction. Mark and his team...”

Jay Ellis, District Partner Bravo Brio Restaurant Group