Our recipe for maximum revisits:
Combine immediate feedback with online reviews, social posts and direct messages from customers into one easy to use platform, which is then used to communicate with colleagues and customers, view real-time performance of dishes or drinks and reward employees for excellent service. All instantly available to every employee on their mobile.
“We can now be more nimble with new menu launches, immediately evaluating every dish at every restaurant and making refinements to ensure guests are happy. It also enables us to innovate and take risks, and find out very quickly whether a new dish is working.”
“In less than a year 64,000 guests signed up to our marketing database through Feed It Back. At the end of the survey, guests get a digital scratch card revealing a free cocktail or, for the lucky one in fifty, a £25 bar tab for their next visit. We have a fantastic redemption rate of 40%.“
“We did not anticipate such a huge, positive impact on staff. General Managers share the positive feedback with their teams daily and the staff have loved seeing the comments and sometimes having their photo selected to single them out for 'applause’.”
"For the first time, we can understand all of the reasons behind negative feedback by branch, area and brand . Recovery actions can now be assigned to the right members of staff who then resolve complaints, all through the system. If we send a voucher to a guest, we are alerted when the voucher is redeemed. Best of all, the system shows us all the positive comments coming back from our guests.”
"Flexibility is a key benefit with Feed It Back. Guest reviews, mystery visits, social media, other key business metrics and reports are all accessible in one role-specific view, by all staff members from board level to restaurant management. We can change settings and questions easily and in real time. The Feed It Back team are very responsive and proactive, with any queries or requests responded to by our Customer Success Manager immediately.“
"Feed It Back generates a high volume of feedback. An average 550 pieces of feedback per restaurant per month helps us make good decisions because the size of the sample means that the real issues come up again and again.”
We did not anticipate the huge positive impact on staff.
For the first time, we can understand all of the reasons behind any negative feedback.
Feed It Back has been proven to increase staff motivation and provide high volumes of detailed insight.
In less than a year 64,000 guests signed up to our marketing database through Feed It Back.
We can now be more nimble with new menu launches, immediately evaluating every dish at every restaurant and making refinements to ensure guests are happy.
Dish specific feedback is a key source of new insight because Feed It Back knows what the guest ordered and can ask them about it.
- Guest opinions
- EPOS facts
- Immediate insights