Filed under: Clients, News | Tags: customer feedback, iPhone survey app, Nation's Restaurant News, Not Your Average Joe's, restaurant survey
For many, smartphones have become a way of life and Not Your Average Joe’s founder Steve Silverstein agrees! The restaurant chain recently partnered with SURVEY ON THE SPOT to introduce an iPod touch-based survey system for their guests. The mobile-survey application has significantly increased customer response rate by peaking consumer curiosity for the technologically forward device. Not to mention, the system provides faster feedback than a simple paper survey. Silverstein is “stunned” by the enormous number of survey respondents the restaurant chain has encountered since they partnered with SURVEY ON THE SPOT in January! SURVEY ON THE SPOT provides quick and efficient insight into consumer preferences, supplying an easy system for customers to immediately voice their opinions. “Immediacy really is one of the key benefits of mobile-survey applications, allowing guests to give feedback on their own phones or those provided by the restaurant while they are still on-site and their experience is vivid,” says SOTS president Ken Kimmel. To learn more, check out the article in Nation’s Restaurant News! www.surveyonthespot.com/news/
Nation’s Restaurant News
March 7, 2011
By: Mark Brandau
Some people may find it rude to see restaurant customers’ heads buried in their smartphones or MP3 players as everyone finishes a meal. But Not Your Average Joe’s chief executive Steve Silverstein loves when that happens.
In each of his 15-unit chain’s casual-dining restaurants, guests are given the opportunity to complete a mobile survey on an iPod touch, and the convenience and cool factor gets hundreds of people to fill out the questionnaire – without any costly incentive.
Brixx Wood Fired Pizza is a fun, friendly neighborhood pizza restaurant located in Columbia, SC. They have been using the mobile app SURVEY ON THE SPOT to get ideas for new menu items, survey their guests about the draft beer selection, and on the service and quality of guest experiences.
Brixx encourages its guests to take the survey by telling them they are raffling away a free iPod touch and they would receive coupons for use in the store upon completing the survey. The restaurant has been very pleased with the systems ease of use and instant results. They have collected a lot of valuable information from the surveys and it has been an improvement over traditional paper surveys in that it engages the guest better, it is very efficient, and doesn’t require much time from the staff or management to implement
The restaurant has three Apple iPod touch devices that the server takes to the table when they present the guest check with the survey preloaded. The guest completes the survey on the ipod touch device. Alternatively, the guest may take the survey from their own smartphone or when they get home on the web from their home computer. The appeal however is having the guest complete the survey at the store for immediate feedback. When the guest completes the survey, they receive a code for a free appetizer. The guest writes this code on their receipt and presents the receipt with the code at their next visit for the free appetizer.
One of the things Brixx Wood Fired Pizza loves about the system is SURVEY ON THE SPOT sends email addresses collected in the survey to Constant Contact, Brixx’s email list management provider. This enables the restaurant to build their email marketing list automatically without the need to enter information by hand. This way they don’t have to spend their time entering in each response to the survey questions and can focus on continuing to provide impeccable service!
Filed under: Clients, Surveys | Tags: customer feedback, customer service surveys, mobile surveys, real-time survey reporting, Survey On The Spot
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.
Filed under: Clients, Surveys | Tags: customer feedback, customer service surveys, iPhone surveys, restaurant surveys, Survey On The Spot
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.
Filed under: Clients | Tags: customer feedback, customer service surveys, real-time survey reporting, restaurant surveys, Survey On The Spot
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!
