Understanding Trends in your Restaurant Locations
What use is a customer survey if it is too difficult to organize and display the data for accurate analysis? Survey On The Spot features streamlined reporting tools that allow you to view your survey data in a simple and user-friendly format, giving you the control to customize the report displays so they are most useful to your unique needs. You also have the option of viewing data online or exported to Excel or PDF files, allowing for further data customization.
In our real-time reporting system, users can view individual survey submissions or aggregate data for a broader strategic overview. Managers can easily gauge how well restaurants are performing on a specific day or over a longer period of time for a more in-depth analysis. Reports can also be used to track customer response to new menu items or the performance of individual team members.
We have a reporting feature that allows businesses with multiple locations to track guest satisfaction performance at each location. Survey data for each location can be viewed individually, comparatively, or in total. With this tool, business owners have a detailed view of their business’s guest satisfaction success, as they are able to analyze the overall results as well as the performance of each separate location. Not only can users see in which particular areas they excel or fall behind overall, but they can pinpoint which individual locations stand out in the rankings, thereby easily identifying areas for improvement.
For example, imagine a chain of restaurants has an overall positive customer satisfaction score in speed of service. Upon further examination of the data by comparing the individual results of each location in Survey On The Spot’s Company Score Report, however, the business owner sees that Location #2 is doing exceptionally well in this area while Location #5 is lagging far behind. With this knowledge, the business owner can now take the appropriate steps to improve customer satisfaction by asking, what is Location #2 doing to streamline service and increase speed that Location #5 is not? Through analysis of individual survey responses at each location, the business owner can pinpoint particular things customers liked and did not like and can identify specific ways to maximize efficiency at Location #5.
The above scenario can be applied to all aspects of customer satisfaction at restaurants, including food quality, environment, quality of service, cleanliness, success of specific menu items, and more. By paying close attention to each of these important aspects of your restaurant, tracking success in each area at all locations, and comparing data across locations, you can make focused improvements with the big picture in mind, ultimately increasing customer satisfaction and the overall success of your business.
Filed under: Uncategorized
Survey On The Spot has announced several new features to help streamline the mobile survey client’s experience. Customers are more responsive to user-friendly surveys, leading to more data for analysis to improve business operations. The following features help to make this possible.
- Ranking: Surveys now allow ranking functionality. For example, survey-takers can rank their favorite things about your restaurant (menu items, service, etc). Users rank their preference of choices for a question with the reporting showing these specifics.
- Multiple questions: Further improving user-friendliness, surveys can now display multiple questions on a single page. This is especially useful when collecting customer information: survey-takers will no longer have to continue to flip through pages when entering their name, email address, and birth date, thereby enabling them to complete the survey more quickly and efficiently. This feature also allows better use of the real estate on the larger screens of tablets.
- Auto-formatted telephone numbers: Surveys will now automatically update customer-entered phone numbers to US format. This will make it easier for users to input their phone numbers and will also allow for more uniform data collection. Customer phone numbers are particularly useful to collect when building your customer loyalty list, especially as part of the Sundrop mobile loyalty system (link:
http://www.surveyonthespot.com/how-it-works/build_loyalty_list/
). This program provides incentives to customers for completing the survey and signing up for the program, and continues to provide coupons and special deals for repeat visits – ultimately developing a loyal customer base. - Month & date birthdays: Birth year will no longer be required when collecting customer birthdays. This feature is useful when combined with marketing campaigns and customer incentives, such as offering special birthday coupons to customers who have provided their information. With birth year no longer required, more customers will be inclined to supply their birth dates as part of the survey, allowing you to reach more customers with incentives that are likely to inspire repeat visits.
These new features make for an effective, user-friendly survey that will produce a higher volume of more comprehensive responses. The updates underline Survey On The Spot’s commitment to creating a comprehensive survey system in order to help businesses improve their guest satisfaction.
Survey On The Spot has introduced new features that will improve data collection for businesses utilizing the survey system to gain feedback from their customers. The following features make it easier for businesses to collect, manage, and analyze guest satisfaction survey information by maximizing user control.
CSV files: The Survey On The Spot system now allows users to download responses as CSV files. This feature increases data compatibility by allowing businesses to more easily integrate survey data with other systems. In addition to the Survey on the Spot system’s reporting feature (link:
http://www.surveyonthespot.com/how-it-works/reporting/
), exporting data to Excel and CSV files gives users total control of their data by enabling them to organize and view data entirely to manage it how they prefer, and to integrate with different systems they like using (such as email marketing tools).
Scheduled reports: Save time with scheduled data reports. With this new feature, Survey On The Spot will email you automated data reports on a schedule that you determine – daily, weekly, or monthly – to one or more users. Rather than having to log in to Survey On The Spot to view these reports each time you would like to see them, they will be waiting for you in your inbox when you begin the day, or week, so you can work with them a little easier. For example, you can begin morning staff meetings with a comprehensive view of your guest satisfaction insights, with clear visuals of what you can improve upon today based on yesterday’s survey responses. You can brief staff members on specific areas of improvement before customers arrive so they can begin the day’s work already ahead.
Offline surveys: Mobile phones or tablets no longer need to be connected to the internet to collect survey responses. Once the survey has been loaded onto a smartphone using an internet connection, the survey can be completed and data can be collected without requiring connectivity. Data is then uploaded to the Survey On The Spot portal once an internet connection is reestablished. This can be useful for restaurants that want to collect surveys from customers on provided iPads or mobile devices but do not have an available WiFi connection. Staff members can then upload the survey results through a wired connection once the customer has returned the mobile device or at the close of the business day. It can also be effectively used for intercept surveys in locations where there is no wifi or cellular signal.
These new features provide users with more streamlined data collection and analysis capabilities. Survey On The Spot is now better than ever at providing business with the tools for faster and more precise guest satisfaction improvements.
Filed under: Healthcare
In the current competitive healthcare market, providers must strive to meet the highest patient satisfaction standards in order to earn their business. One of the most important factors in the patient’s perception of the quality of care is the healthcare environment. The physical setting – especially the waiting room – is the patient’s first impression of the facility and it sets the tone for their entire visit.
Whether patients are visiting their doctor for a routine check-up or for something more serious, they want to walk into a welcoming, low-stress environment. Doctor’s appointments can be associated with anxiety, so patients should be welcomed into a soothing atmosphere when they enter the waiting room.
Patient experiences in the waiting room are about more than just the physical setting, however. Long wait times can have a significant negative effect on the patient’s overall experience. Even if the patient had a pleasant interaction with his or her doctor, it can be easily overshadowed by a prolonged waiting room experience. In addition, staff members can positively or negatively affect a patient’s visit, with qualities such as responsiveness, courtesy, competence, and communication playing an important role.
With all of these factors that can make or break a patient’s experience, there is a lot for healthcare providers to stay on top of. Survey On The Spot’s real-time survey system allows providers to hear directly from their patients about what they did or did not like about their visit, giving providers the opportunity to quickly make any necessary changes and remain at the top of patient quality standards.
Is it too cold in the waiting room? Is the music too loud or unpleasant? Is the restroom’s cleanliness sub-par? Instant alerts notify managers of these and any other potential issues so the problem can be fixed before it’s too late and the patient leaves having had an unpleasant experience. Patients can also give feedback on more long term issues, such as long wait times or unfriendly staff members, and providers can then use this feedback to improve their services.
With Survey On The Spot, healthcare providers are able to ensure that their waiting rooms are setting just the right tone for their patients’ visits.
Filed under: Healthcare
As we previously reported (link:
http://blog.surveyonthespot.com/2011/12/07/happy-patients-profitable-hospitals/
), maintaining patient satisfaction is now even more of a priority for hospitals as it is closely tied to revenue. A new rule mandated by the Affordable Care Act pits hospitals against each other in a competition for reimbursements, and the scores are based on patient satisfaction rates determined by Medicare-approved surveys.
With money on the line, we suggest that hospitals be proactive in improving patient service by implementing real-time patient satisfaction surveys to complement traditional feedback collection. By using Survey On The Spot’s real-time surveys, hospitals and other healthcare offices can catch potential problems before they grow and reflect poorly on ratings.
Survey on the Spot surveys will be most effective if given to patients during Available Guest Time: the period of time when a transaction is being processed. The best way to ensure survey participation is to increase convenience for the patient as much as possible. Patients typically won’t go out of their way to fill out a survey unless they’ve had a particularly positive or negative experience, so your best bet to obtain the most comprehensive and accurate survey results is to present the survey during a downtime when the patient would otherwise just be waiting. A Survey On The Spot survey on an electronic device can easily be administered at the end of an appointment while a co-payment is being processed or new appointment is being set.
Healthcare offices receive more survey responses from patients when they take advantage of Available Guest Time, which means more comprehensive data with which to improve services. Whether or not there are reimbursements up for grabs, healthcare offices have a lot to gain from these surveys. In this competitive healthcare market, it is extremely important for providers to achieve the highest level of service possible.
Patient surveys can be customized to gain feedback on important concerns such as wait time, ambiance, cleanliness, staff attitude and attentiveness, and more. Surveys will help healthcare offices better understand patient service standards and will illuminate any pressing issues, allowing providers to adjust their services to meet these standards and address problems – ultimately improving performance.
Filed under: Uncategorized
Effective surveying isn’t just about asking the right questions, but about presenting those questions at the right time. Based on this understanding, our company takes an entirely unique approach to customer surveying by taking advantage of Available Guest Time®, the period of time when a customer transaction is being processed – a perfect time to request survey participation. Our primary goal in using this approach is to increase convenience for the customer as much as possible in an attempt to encourage more survey responses. If a customer feels inconvenienced by a survey in any way, the chances are much higher that he or she will simply not take the time to fill it out.
There are many different ways you can approach this scenario. One way is to give the customer a paper survey to complete while waiting for their check to be processed or other work they have to wait for during a downtime (such as when insurance papers are being filled out at a doctors office). Another method is to provide surveys for customers before their meal with the instruction to fill it out whenever they have time. A third option is to provide the customer with a survey available on a mobile device or tablet as they are given the check, or to be filled out while they wait for their transaction to be completed.
The appeal of Available Guest Time® is that it embodies a very simple, but too often overlooked concept that the customer’s convenience is key to ensuring survey participation.
By capitalizing on customer convenience in your surveys, your company can count on a more accurate representation of overall performance. Think of it this way: customers who had an exceptionally bad or exceptionally good experience will likely go out of their way to report this experience, but a customer who may have had an uneventful or mildly satisfactory experience (yet still valuable) probably won’t go through the trouble of filling out a survey unless it’s convenient for them to do so. Surveys that require extra effort on the customer’s part could easily skew your results to a mix of great and terrible experiences, which, though important, don’t reflect the overall customer experience of your business.
Available Guest Time® eliminates this risk by making it easy and convenient for all customers to fill out a survey during the lull in their experience where they are usually tapping their fingers waiting for the check. With this unique approach, your company can have a larger pool of data to analyze and respond to as a means of improving every customer’s experience.
Filed under: Running a better business
First impressions are crucial for creating a strong, positive perception of your business in the minds of your customers. People often make their major impressions within the first few seconds of coming into contact with a person or place. Your reception staff affects whether that customer has an overall positive or negative initial experience with your business.
In industries where receptionists are the primary component of the customer’s first impression, it’s important for businesses to ensure that the reception experience is both positive and reflective of business values for each customer who walks through the door. Ensuring a positive reception experience is the most effective way for hospitality-focused business to make these first impressions beneficial for the business overall.
To properly ensure a positive impression, businesses must first have a good understanding of where this impression stands currently. One of the most effective ways this can be done is by surveying guests and analyzing the feedback for strengths and weaknesses of the business, as identified in each customer’s review.
Although first impressions have a strong influence on the customer’s whole experience, this influence can often be hard to track since receptionist interactions are relatively short when compared with the rest of the experience. For this reason, mobile surveys are highly beneficial for giving guests the opportunity to report experiences in real time and prevent the loss of valuable details.
The quicker the customer is able to complete a survey, the more accurate the survey will be. The accessibility of mobile surveys benefits the customer by offering greater convenience, while accurate results make it easier for your business to create the most positive experience possible by identifying all possible strengths and weaknesses of your reception experience.
