|
For casual dining restaurants, the voice of the customer has never been as important as it is today.
Strong competition within the industry, coupled with higher expectations from Wall Street, are driving market
leaders to listen carefully to what their customers are saying.
Traditional methods of sampling customer satisfaction are insufficient when it comes to achieving a true
sampling of customer sentiment. Outbound telephone surveying is disruptive to customers. Elective calling by
customers to a central call center generates low response rates. Elective "comment cards" produce low
response rates and slow response times. And many questions surround the accuracy of data when incentives are
involved. Because many of these traditional customer-survey methods take place long after the actual customer
experience has occurred, customers may be unable to provide accurate answers to detailed questions. There has
to be a better way.
Well, now there is. The inTouch system of customer-satisfaction measurement harnesses the power of
technology to provide casual dining market leaders with actionable information gathered at the point of
service. Unlike traditional survey methods, inTouch enables restaurant managers to measure key elements that
drive customer satisfaction - down to the level of individual servers. The inTouch system is a valuable
coaching tool for restaurant managers. It can help to increase overall restaurant performance while providing
a measurable return on investment.
Customers will find the inTouch system easy to use, convenient and non-disruptive. They are asked to
evaluate the level of service right at the point of contact, not weeks or months later. The information they
provide is private and anonymous.
Studies show customers actually prefer our method of determining customer-satisfaction levels. In a recent
study, we asked more than 2,500 customers to rate our method of gauging customer satisfaction against more
traditional, disruptive means. Respondents overwhelmingly selected our manner of conducting surveys over
every alternative.
The inTouch system will enable restaurateurs to increase overall performance by:
-
measuring customer perception accurately at the point of service
-
measuring both overall restaurant and individual server performance
-
polling more customers in far less time than traditional survey methods
-
using the customer-survey method that customers actually prefer
The inTouch system is a proven and powerful tool that will enable you to identify and correct service
issues before they grow into problems. It can have a real and measurable impact on your bottom line!
To see how the inTouch solution works, click here.
Restaurants Home | Sample
Report
|
