Filed under: Running a better business, Surveys, Technology | Tags: customer experience, Surveys, Technology
One of Survey On The Spot’s many user-friendly and customizable reporting tools is the Trend Report. Created for businesses with multiple locations to track, this tool provides a bird’s eye view of your business’s survey results over a period of time. You can see the performance of your business as a whole as well as results unique to every location, with an average score for each plus score breakdowns for individual categories, and can track your performance by observing how your decisions affect your score over time.
The Trend Report is particularly useful at benchmarking a location against the performance of your chain as a whole. You can measure the scores of your service speed/performance, food/beverage quality, as well as tracking the “no problem experienced” and “overall satisfaction” score.
Using the Trend Report allows you to easily identify any problem locations from a high level as they compare to your other locations during a period of time. Once you’ve identified a problem location, you can dig a little deeper through the survey results to find out exactly what they are doing wrong. You can look at the problem location’s individual survey responses for specific examples of what customers did not like in order to identify problems that need to be fixed. Further, you can look to other locations as examples for what needs to be improved.
Identifying the high-performing locations on the Trend Report and examining their individual survey responses can help you find specific examples of what customers liked. You can then use these examples to make improvements to the problem location, and track the performance of your management decisions, to ultimately help you increase customer satisfaction.