Five Questions To Ask in a Restaurant Customer Experience Survey

1. Five Questions to Ask in a Restaurant Customer Experience Survey LEARN WITH ZONKA FEEDBACK www.zonkafeedback.com

2. INTRODUCTION Preparing a restaurant feedback form and survey to evaluate your guests' restaurant customer experience is a tricky affair. On the one hand, you need to keep the feedback form short and relevant so it doesn’t bore the guests. On the other hand, you need detailed customer feedback to know about their experience at your restaurant so you can improve service and connect with your guests better. This one is hard to crack. A feedback form that’s either too long or too short can ruin your guests’ feedback response rate in the restaurant. But don’t worry! We’ve got you covered. Here are some suggestions that can help you build a good survey. www.zonkafeedback.com

3. For starters, keep your feedback form short and relevant. You may be tempted to ask a lot of questions. But hold your horses. Your guests aren’t going to be as enthusiastic about answering a million questions. An effective survey should have between 5 to 10 questions. Anything more can lead to a lower survey response rate and completions. www.zonkafeedback.com

4. Customer Details Five Questions to Ask in a Restaurant Customer Experience Survey Customer Experience Rating Customer Loyalty Marketing and Customer Service Customer Comments & Views www.zonkafeedback.com

5. FIVE QUESTIONS TO ASK IN A RESTAURANT CUSTOMER EXPERIENCE SURVEY 1. Customer Details Personal Details or Customer Details help you understand your customers and remain in touch with them. With Customer Details, you can stay in touch with your customers even after they’ve left your restaurant. Use these details to create a record of your customers. Keep them updated on the latest additions to your menu, and remind them about your promotional events and season discounts. Store their birthdays and anniversaries and send them greetings on their special days. Nothing makes a person’s special day more special than receiving an unexpected greeting. You will be able to create an indelible impression in your customers’ minds about your brand. www.zonkafeedback.com

6. FIVE QUESTIONS TO ASK IN A RESTAURANT CUSTOMER EXPERIENCE SURVEY 2. Customer Experience Rating Measure how Customer's Experience was on various parameters With Customer Details, you can stay in touch with your customers even after they’ve left your restaurant. Use these details to create a record of your customers. Keep them updated on the latest additions to your menu, and remind them about your promotional events and season discounts. Store their birthdays and anniversaries and send them greetings on their special days. Nothing makes a person’s special day more special than receiving an unexpected greeting. You will be able to create an indelible impression in your customers’ minds about your brand. www.zonkafeedback.com

7. FIVE QUESTIONS TO ASK IN A RESTAURANT CUSTOMER EXPERIENCE SURVEY 3. Customer Loyalty If there is one question that presents an aggregate view of your customers’ loyalty, it is the Net Promoter Score®. The NPS® survey asks a simple question, “On a scale from 0 to 10, how likely are you to recommend us among your family and friends?” In just one simple question, you can determine if your customers are impressed enough with your service to put their reputation on the line by recommending your brand and acting as your brand ambassadors/ evangelists! By tracking the trend in your NPS over time, you can also see for yourself the growth and maturity of your company in the market. Typically, as your company grows, the NPS should increase, while a decreasing trend of NPS could signal a problem. www.zonkafeedback.com

8. FIVE QUESTIONS TO ASK IN A RESTAURANT CUSTOMER EXPERIENCE SURVEY 4. Marketing and Customer Service Understand how well your marketing efforts are working, and how effective your Customer Service team is. Don’t forget to ask your customers questions about the effectiveness of your marketing and customer service efforts. Specifically, ask questions like “How did you hear about us?” or “How accessible is our restaurant?”. The answers to these questions can help you determine your reach within your market. You can also assess your most reliable advertising and marketing channels. Use this insight to plan and change your advertising mix to increase your reach to existing and potential customers. Consider the reach and return of different channels, from pamphlets, newspapers, social or strategically-placed hoardings, and more. www.zonkafeedback.com

9. FIVE QUESTIONS TO ASK IN A RESTAURANT CUSTOMER EXPERIENCE SURVEY 5. Customer Comments & Views Give an option for Customers to share their views in their own words with you. Always wrap up your survey with a question that allows your customers to share comments and views about the restaurant customer experience. Make sure you don't ask too many open-ended questions. This can be exhausting for the guest filling the feedback form. However, a single open-ended question asking them to summarize their experience can be very helpful. These questions are a great way for you to know what’s going on in your customers' mind. Open-ended questions in the form of customer comments also help you gain a richer, more qualitative review of your restaurant’s performance. www.zonkafeedback.com

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