Boston Coach is a local luxury transportation business that uses SURVEY ON THE SPOT to get feedback from customers while on route. A branded Boston Coach system sends an email invitation with a link to the survey that can be taken on an iPhone or other smart phone device. These emails are sent once the rider enters the vehicle and customers can fill out the survey as they are riding to their destination. Boston Coach hopes that SURVEY ON THE SPOT will help them gather better information on each customer’s experience via immediate customer feedback. The information captured via SURVEY ON THE SPOT will be used to improve awareness of the importance of quality service to their chauffeurs and hopefully keep their customers coming back to Boston Coach whenever they need a ride.
British Beer Company, commonly known as the “BBC,” is a Boston area destination for English-style pub refreshment, and relaxation. SURVEY ON THE SPOT has been helping the BBC measure their guest satisfaction via mobile surveys.
Upon arrival, servers present a card to guide guests through the survey system and request that guests take a survey to receive $2 off their next visit. The information that the survey captures is used by the pub’s management team to identify specific issues that need to be addressed not only in the individual branches but overall within the brand.
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Finale Desserterie and Bakery offers desserts that are downright delicious and decadent works of art in presentation and ingredient quality. Finale replaced their Mystery Shop Program with SURVEY ON THE SPOT in January of 2010 resulting in significant cost savings to the operation. Thus far, guests who complete the survey receive a $4 discount off their next purchase of $20 or more. Finale receives two major benefits from using the system. First, they receive feedback that allows them to provide excellent coaching to their servers and management team aimed at improving guest experience. Secondly, in addition to the incredibly tasty desserts that lure customers to the desserterie, the discount on a future visit gives customers tangible incentive to return. The restaurant has found the system to perform so well at their Boston locations that they have implemented SURVEY ON THE SPOT to the Red Stripe restaurants they manage in Rhode Island. One survey with a cherry on top please!
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The Ninety Nine Restaurant, a casual dining restaurant and pub that is primarily based in New England, uses mobile survey app SURVEY ON THE SPOT to provide consistency and simplify their menu development process. The research and development team uses the devices internally to test and evaluate new products on a sample of consumer taste panels. The device processes the consumer taste panels feedback immediately, making it possible for management to quickly collect, tabulate raw data, and recognize patterns of feedback on products they are considering adding to the menu. The ability to quickly and easily organize customer feedback, allows the Ninety Nine Restaurant to best consider the likes, dislikes and suggestions of their customers to improve the overall quality of the food, individual establishments and the entire chain. The mission statement of the Ninety Nine Restaurant is simple: “A Passion to Serve.” SURVEY ON THE SPOT is helping the restaurant add and refine its products so that the Ninety Nine not only serves, but delivers what consumers truly want.
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Not Your Average Joes restaurant boasts a dining experience that offers “Casual Creative Cuisine” with over a dozen locations in the Boston area and Northern Virginia. As part of the steps of service in which the guest receives their check, each guest is provided with an iPod Touch device, that is set to only run the Not Your Average Joes mobile survey using the SURVEY ON THE SPOT application. The guest has ample time to complete the survey while the server is processing the check payment. Thus far, response rates are minimally 10X (10X!!!) greater than average without the use of any reward for the consumer. The consumers curiosity for the technologically forward device will likely increase response rate over a simple paper survey. In addition, the system automatically collects email signups from guests wishing to join Not Your Average Joes email club. Overall, the SURVEY ON THE SPOT approach and app infrastructure increase consumer feedback and give the restaurant the ability to further communicate with consumers. The devices are set to roll out to all Not Your Average Joes restaurants over the next two months.
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A question from a recent TSA experience survey from SURVEY ON THE SPOT.
Rate your confidence in the TSA’s ability to keep air travel secure.
Download the free SURVEY ON THE SPOT app.
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A question from a recent TSA experience survey from SURVEY ON THE SPOT.
Rate the thoroughness of passenger screening you received.
Download the free SURVEY ON THE SPOT app.
Filed under: Surveys
A snapshot from a recent Credit Card survey from SURVEY ON THE SPOT
How often do you check your credit score?
Download the free SURVEY ON THE SPOT app.
Filed under: Surveys
A snapshot from a recent Restaurant Dinning Habits survey from SURVEY ON THE SPOT
Reasons for dining out more frequently?
Download the free SURVEY ON THE SPOT app.
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Making it easy isn’t all that it takes to get your guests to participate in your Customer Satisfaction surveys. Assuring that there is shared accountability on the part of all of your team members is critical to gain participation, regardless of how easy and convenient you make it. This has been demonstrated extremely well in a many situations. In traditional, paper based or web environments, ensuring that your team encourages participation by pointing out receipt messaging is required to generate any hope of participation. Even in a mobile survey environment, failure to engage your employees and customers in the process will lead to suboptimal survey participation despite the easy access to the survey. Best practices include using a ‘business card’ for servers to present to customers on their arrival that identifies the servers name and the process to take the survey. The use of contests and incentive programs that encourage servers to achieve the highest number of survey submissions also can be very effective. This method creates very high levels of service awareness amongst employees while improving participation rates. Most systems can easily control submission fraud, so that is not a critical issue. The key to good participation rates in guest satisfaction measurement programs requires both ease of participation and and the efforts of everyone on your team.
