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CASE STUDIES

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AWARD WINNING RESTAURANT

United Kingdom

Challenges and Goals

An award winning highend restaurant was receiving negative reviews on TripAdvisor while the owners were away. The ratings were pointing out the poor service in particular.

Tensions had grown between the owners and the staff due to the staff’s perceived poor work performance.

The owners decided to use SurveyMe as a way to collect feedback anonymously. The goal was to find out what customers thought of the staff’s service and what they could do to fix it in the owner’s absence.

Step-by-Step Process

Guests rated the service a 9/10
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The customer service rating was actually higher when the owners were away
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Using realtime feedback the owners were able to find the exact days the feedback was left
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The restaurant used SurveyMe to gather realtime feedback after the guests have finished their meal. On a scale of 110, guests rated the service a 9/10 over the survey period while the owners were gone.


The customer service rating was actually higher when the owners were away than when they were present.

Using realtime feedback incentivized by a reward, the owners were able to find the exact days the feedback was left. TripAdvisor and Yelp reviews can be posted days or weeks later.

Conclusion

Using realtime feedback incentivized by a reward, the owners were able to find the exact days the feedback was left. TripAdvisor and Yelp reviews can be posted days or weeks later.

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