Last time I spoke about the importance of customer feedback. Today, I’d like to deliver just a few guidelines for you.
There are two major types of feedback: quantitative (numbers) and qualitative (feelings).
Feel free to mix and match but a good guideline is shorter is better. In the last pasting, I mentioned Survey Monkey. I’ve used this platform at work a number of times and the limit for the free account is 10 questions. Looking at this from the restaurant perspective for someone dining in, here are some sample data points that could be collected.
Here are some question guidelines:
Ask open ended questions
Deal specifically with the personnel within the organization
Ask one question at a time
Use consistent rating scale(s)
With that in mind here’s a sample that could be used for a restaurant:
Dine In Option:
1. Day/time you ate in our establishment?
2. How long did you wait from when you called in to being seated?
5-10 minutes
10-15 minutes
15-20 minutes
20-25 minutes
3. Was the server?
Attentive-Yes/No
Knowledgable
4. Food-Length of wait time
5-10 minutes
10-15 minutes
15-20 minutes
20-25 minutes
More than 25 minutes
5. Food Taste
Excellent
Good
Average
Below Average
Poor
6. Restaurant ambiance (lights, cleanliness, music)
Excellent
Good
Average
Below Average
Poor
7. How often do you dine here?
First time
Daily
Weekly
Monthly
Once in three months
8. How was the overall experience?
9. Comments
10. Can we contact you via email? If so, please submit your email address.
From here, as as the restaurant owner, you would receive an email for feedback. Assigning a number to the information submitted would allow you to see where the restaurant is doing good and what areas are in need of improvement.
If this was a restaurant that had a delivery option, you could ask similar questions as well.
This is just one industry that can get feedback. To reiterate, being proactive in addressing “issues” before they become “problems” can save a lot of headache in the short and long run. This and many other features can be integrated into a mobile app for further organizational benefit.
Leave a Reply