Filed under: Survey Feedback | Tags: customer service surveys, mobile restaurant surveys, mobile surveys, restaurant surveys, Survey On The Spot
Using real-time guest satisfaction surveys can provide a business with an honest evaluation of the strengths and weaknesses of how well your staff serves your customers. Ongoing evaluations of guest satisfaction and your service performance are essential for recognizing patterns in performance and adjusting negative service patterns as necessary. By constantly revisiting guest feedback and your service actions, a business will be able to determine specific areas of progress and a set of established action plans to address opportunities for improvement.
Recognizing Patterns of Feedback
Let’s use a restaurant as an example: Restaurant management may see a pattern of positive guest feedback on the beginning days of the week with a decline on Friday and Saturday. From this standpoint, the management can step back and determine what the whole team can do differently to change this performance declination on the weekend.
The management can also look at consistencies in specific complaints: were most negative reviews about wait time, quality of food, or maybe server attentiveness? Looking for patterns in guest feedback and relaying them to your staff will allow you to focus on specific problems and improve weaker areas. Building action plans with your teams improves their commitment and engagement to long-term improvement.
Attributing Feedback to Specific Team Members and Giving Recognition
Guest satisfaction surveys can also allow the management to see which members of the team are contributing to a positive guest experience, and which ones need help. Survey feedback patterns can report overall performance of the business, but there will be specific differences across the team that allow you to praise or correct the efforts of a specific employee.
Say a week of surveys totaled 30 negative responses with 20 of them coming from a particular employee’s guests. Instead of focusing on the negative responses and applying them to the whole team, management may want to talk specifically with the employee to determine the problem and facilitate a solution. On the same note, if an employee is receiving particularly positive feedback, find out what they are doing right and relay these strengths to the rest of the team.
Part 2 will cover evaluation and real time tracking of performance.
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