‘Surprise And Delight’ Can Improve Nps

What can an operator do to recover a guest? How can you turn a would-be detractor into a promoter (‘Net promoter score‘ speak) leaving your guest surprised and delighted? I’d like to share a recent experience of a girls lunch with you, which I thought would be an average experience. At the very end of […]

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Rewarding Customers For Giving Feedback

Do you offer your guests a reward in return for their feedback? Should you have to offer an incentive and if so should it be a small guaranteed reward or the chance to win something of a much higher value? How can rewarding your guest for their feedback benefit your business’s bottom line? Consumers don’t […]

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NPS: The Golden Question

The Net Promoter Score (NPS) is a simple measure of customer loyalty that is used within a business to monitor performance and to benchmark themselves against other businesses in the same industry. Are your guests satisfied? The question asked of guests is very simple: How likely are you to recommend us to a friend? The […]

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7 Tips For Your Guest Feedback Survey

Q: As a pub, restaurant or hospitality business, what’s the purpose of obtaining guest feedback? A: To improve the guest experience in order to meet business objectives including: Improve the operation Drive customer loyalty Increase footfall Strengthen brand awareness Clearly, listening to the guest is fundamental in improving the guest experience. However getting your guest […]

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