On the other hand, they also trust a bad report too, and tell many more people!
In every business particularly in South Africa, you need to know what your customers are saying about your service, your brand, your business.
I find it strange that in the hospitality industry so many restaurants truly don’t seem to care about “honest customer feedback” One manager from a Southern Suburbs Cape Town Bistro told me he knows what his customers think, and knows what’s happening in his restaurant. I wonder if he has eyes in the back of his head?
One person who is not happy and gets to social media can damage your business, and the small cost of an ongoing real time customer feedback survey pales into significance compared to the potential loss of clientele.
If you ask someone to fill in a form on your service, and it is left behind with your Manager or the waiter, believe me, no one is going to tell you the truth. That is human nature, so you will never find out how to improve.
People tell you what they think you want to hear. What happens usually is, if they are unhappy, they don’t tell you the truth, they just don’t go back.
One way to solve this issue, is to use a table talker with a QR code printed on asking for feedback with the offer perhaps of a free cappuccino on their next visit. This allows the customer to go to a web address and answer the survey honestly, knowing that the information is going to the cloud and not to be seen by the waiter or manager on duty. This applies also to any service business, where an iPad, with individual branding in a mounted enclosure would be on the counter or wall with a live survey for each and every customer to fill out on request from the staff. If management implemented this, “real time” cloud based reporting tool, they would be able to find out what people really think, and gain valuable insights on their business, customers and brand to help improve their business and look after their bottom line as well.
Surveway offer a full “elegant” solution for all industries – from the actual tablet enclosures, to the tablets, and most importantly to the actual “real time” business tool – survey or report.
If you would like to get some honest feedback on your business but don’t know how to get started, please drop us a line or call us on 011 367 0608 or firstname.lastname@example.org