“This is the new breed of loyalty. Forget stamped cards and loyalty points, customers want to have a dialogue with businesses.” Libby Andrews, Marketing DirectorSee their story
As the business developed, Operations Director, David Gough, wanted to take a fresh approach to managing his guests’ experience. He wanted a solution that could provide dish specific insight and support operational improvement.
“Our previous approach to the collection of guest feedback had worked well,” commented David Gough, “but we were keen to find a solution that allowed us to access detailed insight for each dish and drink on our menu.”
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To realise its guest experience ambitions, The Stable signed a multi-year agreement with Feed It Back, the EPOS-linked guest feedback service.
Feed It Back is the only guest feedback system that integrates in real time with The Stable’s Zonal Aztec EPoS system, among others, enabling feedback questions to be personalised to the guest’s visit. The result is a brief, engaging feedback experience for guests. For operators, each review is presented with the details and context of the visit, providing far more meaning and insight compared to traditional feedback methods.
Feed It Back has been proven to increase staff motivation and provide high volumes of detailed insight. It also provides the best user experience for guests and staff alike, making it easy to use and adoptDavid Gough
Over 70% of guests giving feedback to The Stable are provided with a personalised survey experience, where questions are tailored for them in real time based on the details of their transaction. With access to each guest’s feedback alongside the details of their transaction, The Stable is able to make confident conclusions and decisions based on a complete understanding of the context in which the feedback was given.
Flexibility & ease of use
Feed It Back is designed for operators to manage themselves. Questions and setting can be altered easily, with the changes taking place in real time. This enables restaurants to reduce costs and move faster.
“Feed It Back has been proven to increase staff motivation and provide high volumes of detailed insight. It also provides the best user experience for guests and staff alike, making it easy to use and adopt.” said David.
Feed It Back enables restaurant groups to manage negative reviews and complaints from any source, discover the circumstances surrounding the complaint, recover the guest and reveal key causes of complaint across the group.
“Feed It Back has an integrated case management system for managing both positive and negative feedback” commented David, “which will enable us to see common causes of complaints, communicate with staff and guests and take recovery actions. It lets our guests respond to us and it is great to see how surprised and delighted some are that we have promptly and effectively addressed their feedback”.
The Stable is challenging industry preconceptions by sourcing ingredients locally for each venue, serving British-inspired pizzas and leading the British craft cider movement.
“We also feel that Feed It Back fits our culture and ethos,” added David, “as we are both challenging convention and bringing something fresh and exciting to our customers.”