Customer feedback is fundamental to foodservice success. Here’s why our feedback scheme is up for a UK Customer Satisfaction award.
In an ideal world, we’d have the ability to read our customers’ minds. That way we’d know exactly what they wanted, what they liked the most about our restaurants, and why. And we’d be able to create the best experience possible for them.
Unfortunately, we’re not living in the Marvel universe, and this superpower will forever remain a pipe dream…
But that doesn’t mean we can’t try to get as close to that ideal as possible.
Making feedback simple
Customer feedback is as near as we’ll get to reading our customers’ minds. That’s why we put so much time, care and attention into our customer feedback scheme — ‘Did we make you smile?’.
The scheme was designed to make it as easy as possible for our customers to tell us what they liked, or didn’t like, about the service they received.
It works by offering a multi-platform approach to customers; they can leave feedback via a tablet located in the restaurant, on their phone, or on their computer when they return to their desk. And the less tech-savvy can even fill in a printed comment card.
Success after success
The scheme has been a huge hit for us, pushing up our Net Promoter Score by a whopping 10 points. What’s more, it’s seen us reach the finals of the prestigious UK Customer Satisfaction Awards 2017, in the NEC Customer Feedback Strategy Award category.
The winners will be announced on 7 March 2017, so we’ve got a while to wait with our fingers crossed. If only we had those mind reading powers, we might already know…