Guests 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 guests 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 guests who experience a problem during their
visit, less than half tell the server or the manager.
Guests 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 guest 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 guest
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
- 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 guest experience intelligence systems.
today to get started!