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.

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.