Keeping customers happy is of utmost importance for all restaurants. But how can you be assured that you are getting it right? The only way to receive the unadulterated opinion from your customers is by soliciting genuine feedback from them. Customer feedback is of utmost importance for your restaurant. Not only does it tell you where you rank, what to fix and what the customers expect of you, having an in-house customer feedback mechanism lessens the probability of a negative online review. Moreover, according to Forbes, listening to customer feedback can not only get you to the top but enable you to maintain that top rank! There are multiple ways through which feedback from the customers can be achieved; one of the most common options is a restaurant feedback form, and one of the newest is ‘Restaurant Feedback App.’ Read about the other ways you can seek customer feedback here.
Why Did The Concept Of Restaurant Feedback Form Evolve?
Now you may think that why is it so important to acquire customer feedback. There are various reasons why restaurant feedback forms for restaurants have forever been a very integral part of customer retention. Some of the significant factors for which the restaurant feedback form has come into the picture are:-
(i) Feedbacks Help In Improving Your Restaurant
You must always strive to receive unadulterated opinions from your customers. Just like you welcome the appreciation that you receive from the customers, their complaints must be acknowledged and redressed as well. If you do not welcome complaints, you will never gain deeper insight into what you can improve in your restaurant. For example, if your customers have no way to tell you that the seats in the restaurant are uncomfortable or a dish is not up to the mark, you will lose them to a competitor where these issues do not exist. On the other hand, a restaurant feedback form or a restaurant feedback app will give them the chance to voice out these concerns, and you will be able to improve.
(ii) Seeking Feedback Makes Your Customers Feel Valued
If you take the customer feedback and work on it, your customers will undoubtedly feel valued. This will automatically increase the status of your restaurant in the eyes of your customers. This also helps you to build a strong customer relationship, which is much needed in this volatile domain of restaurant industry.
(iii) Feedbacks Help To Avoid Negative Publicity
In today’s age of Social Media, where customers are vocal than ever before, it doesn’t take much for a bad review to get viral instantly. The primary reason why customers choose to post bad comments on Facebook or the restaurant review sites is that their grievances were not asked or addressed. Asking for feedback gives you the chance to identify and rectify any lack in your service. An unhappy customer is much less likely to post a bad review online if their concerns are readily addressed.
How Restaurant Feedback App Helps In Customer Feedback Management
Now that we have established how vital restaurant feedback form is, next is understanding how it has grown in the contemporary times. With the augment of the new age of technology, when everything manual is getting replaced by digital innovations, why should the restaurant feedback form be left behind? Thus came in the Feedback App that automates the entire process of seeking customer feedback.
In this article, we will discuss the advantages of the restaurant feedback app and establish why a digital restaurant feedback form is better. Read below to know more about this new age app that is on the lookout for acquiring customer feedback in the easiest way possible.
1. Get Specific Feedback From Customers
Filling a long restaurant feedback form that has little to do with the actual guest experience is a pain. You obviously cannot ask for specific feedback on the basis of what your customers ordered on a restaurant feedback form. This is because your feedback forms are printed beforehand and do not include the feedbacks for the specific items ordered by the different customers. This makes the collection of customer feedback a mechanized ritual, rarely brings to light an issue that may have come up, unless it was severe enough for the customer to point out verbally, and defeats the purpose of feedback collection to gain deeper insight to what you can improve. This is so because the questions are generic, leave little scope for customer discretion and are seen as troublesome even by the customers to fill out. This is where digital restaurant feedback app help.
Integrated with the Point of Sale software, the Restaurant Feedback App generates a specific customer feedback form based on the items ordered by a particular customer. This way, the customers end up answering only the relevant questions. Thus, analyzing data gets easier for you and filling the form becomes more engaging for the customer.
2. Measure The Performance Of Each Aspect Of Your Customer Service
If you are using restaurant feedback form, integrating them with your POS is nearly impossible. However, since the restaurant feedback app is synced with the restaurant POS software, it will make your operations seamless. You will be able to receive a detailed report of all the items ordered by the customers and the reviews that each customer provided for each item. You can measure the performance of each item from the feedback garnered. From this, you can also compare the popularity of each item in your restaurant. Such insights will enable you to decide which dishes must be improved and which ones must be discontinued altogether. It will also help you identify what was it that went wrong in your service and what was it that your guests appreciated.
3. CRM Integration
One of the major advantages of restaurant feedback forms is that it collects precious customer data such as Name, Contact Number, Email ID. These can be further utilized for restaurant marketing activities such as sending promotional SMS and Emails. While using paper-based restaurant feedback forms you have to manually document all the information of the customer to maintain the complete customer history.
Not only is this tedious, but it also has a scope for a lot of errors. For instance, often the handwriting of the customers filling the form is incomprehensible, making it difficult to enter the data into the CRM. Paper-based feedback forms can be easily misplaced as well.
On the contrary, a feedback app will automatically sync the customer information in the CRM. On the basis of this, you can run a loyalty program on the basis of the items ordered by the customers. In addition to this, you can also view the entire order history of the customer. Based on this, you can segment your customers, and send them all customized SMS and Emails. For example, a customer who orders non-veg items frequently would be more interested in knowing about the new grilled chicken item on your menu than the customers who only order veg dishes. With the help of digital feedback forms, you can give another dimension to your Customer Relationship Management.
4. Receive Real-Time Alerts
The entire point of asking for feedback is to ensure customer satisfaction. When a customer gives a bad review on the feedback form, it is not possible for you to take real-time actions since, here everything is done manually. Even if a customer leaves a bad comment on the restaurant feedback form, the waiter who is receiving the feedback may not give it much thought, and ignore the review, and leave the customer disgruntled.
When it comes to the feedback app, whenever you receive a bad review, you will instantly get a notification on your mobile phone, and you will have the chance to pacify your disgruntled customer even before they walk out of your restaurant. This way, even if you are not in your restaurant, you can still keep an eye on the customer service provided.
5. Easier For Both The Customer And The Staff
Filling up long restaurant feedback forms seems like a daunting affair for most customers. In fact, most of the times customers don’t even end up filling the form, or only fill a few details. Using the restaurant feedback app which asks relevant questions increases the probability of customers filling it completely.
Not being able to tap into the customer feedback and data received is one of the major gaps in restaurants. Often illegible handwriting or an error in entering the data into the CRM makes the entire process of asking for feedback useless. It also reduces the human effort of entering the data manually into the CRM and thus eliminating errors.
In today’s age of technology, restaurants are constantly looking for new ways to improve their operations as well as service. Restaurant feedback forms are now being swiftly replaced with the more sophisticated digital feedback forms that not only improve the guest experience and increase customer delight but also provide the much-needed insights to boost your restaurant business. Here are the top restaurant management apps that you need to install right away in your restaurant.