How to Get and Manage Guest Feedback

Nov 23, 2023 | Insights

Acquiring and managing guest feedback is crucial for restaurants to understand customer satisfaction, identify areas for improvement, and maintain a positive reputation. Here are some suggestions for restaurants to effectively acquire and manage guest feedback:

### Acquiring Guest Feedback:

**Online Surveys:**
Use online survey tools to create short and straightforward surveys for guests to provide feedback. Platforms like Google Forms, SurveyMonkey, or specialized restaurant feedback tools can be useful.

**Tabletop Feedback Cards:**
Place feedback cards on dining tables or include them with the check. Make it easy for guests to share their thoughts on the meal, service, and overall experience.

**Mobile Apps:**
Develop a restaurant mobile app that allows customers to provide feedback directly. Consider offering incentives such as discounts or loyalty points for completing surveys.

**Social Media Platforms:**
Encourage guests to share their experiences on social media platforms. Monitor reviews on sites like Yelp, TripAdvisor, and Google, and respond promptly to both positive and negative feedback.

**Email Surveys:**
Send follow-up emails to guests with a link to an online survey. Timing is crucial—send it shortly after their visit while the experience is still fresh in their minds.

### Managing Guest Feedback:

**Centralized Loyalty or CRM System:**
Implement a centralized system to collect and manage feedback. This could be a dedicated email address, a feedback management tool, or a section on the restaurant’s website.

**Categorization and Analysis:**
Categorize feedback into different areas such as food quality, service, ambiance, etc. Analyze the data regularly to identify trends and areas that need improvement.

**Timely Responses:**
Respond promptly to both positive and negative feedback. Thank customers for positive comments and address concerns or issues raised in negative feedback. Demonstrating responsiveness builds trust.

**Employee Training:**
Use feedback to provide targeted training for staff. If certain issues are consistently mentioned, provide additional training in those areas to improve overall service quality.

**Regular Staff Meetings:**
Discuss feedback with staff during regular meetings. Share positive feedback to boost morale and address areas that need improvement collaboratively.

**Benchmarking:**
Compare your restaurant’s performance to industry benchmarks. This can provide context for feedback and help set realistic improvement goals.

Remember, consistently seeking and acting upon guest feedback is a dynamic process that can contribute significantly to the success and growth of a restaurant.


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