While restaurants may believe that their operations and staff run at optimal performance, it is hard to determine this for certain without the customers' input. Without clear feedback, businesses may be relying solely on the biased opinions of their management.
By collecting responses from detailed restaurant survey questions, establishments can ascertain what areas need improvement and how to enhance the customer experience.
Distributing surveys is an excellent way to generate honest feedback and gain insight into the customer experience. However, management needs to carefully craft their questions in order to yield the best results.
To generate the most helpful answers, restaurants should-
When asking a polar question, yes and no are the only two answers a person can give. This does not provide much insight into how the customer feels about the topic. Instead, restaurants should expand the question to allow a more extended response.
For example, instead of asking, "Do you enjoy our drinks?" restaurants can ask, "Which of our drinks do you enjoy the most?" This type of question can get various responses, as well as supportive explanations.
Asking open-ended questions gives customers the opportunity to make detailed comments. Some recipients may provide short explanations while others elaborate further, either way, it allows customers to raise concerns or give recognition.
Businesses that do not want to take the time to go over a list of open-ended questions can narrow it down to just a couple. Even two well thought out questions can yield valuable insight. Management can also incorporate text boxes to limit long-winded responses.
Survey questions should be consistent and straightforward. Recipients should not feel like they are taking an exam when filling out a survey. Once the most important question(s) is formulated, the rest should follow the same format.
Each prompt should only include one question to keep customers on track. Cramming multiple questions in one prompt can overwhelm the recipient and generate poor answers.
Managers must be careful when creating questions to ensure that there is no bias. For example, a question like How well did the server take care of you? implies that the server did well. Instead, the question should read, Did the server meet your quality standards?
Asking biased questions can make the recipient feel pressured into answering what they think is the correct answer instead of being honest. Therefore, restaurants should carefully phrase objective questions.
Before sending digital surveys, management should test the questions on multiple devices to ensure it is formatted correctly throughout all platforms. Managers should also send the survey to employees to fill out. Workers may be able to find questions that are unclear, biased, or too extensive.
By adequality testing the survey, restaurants can increase their response rate and avoid publishing errors.
Restaurants can pinpoint inefficiencies and discover new ways to improve their customer service by asking the right questions. The top 10 essential questions that restaurants should ask their customers are-
This first question determines what type of customer is filling out the survey, whether it is a frequent diner or a first-time customer. This enables the reviewer to better gauge the answers to the following questions.
With the latest emphasis on healthy eating, many restaurants have incorporated healthier options in their menu. However, customers may still believe there are not enough dishes to choose from. By generating feedback on healthy dishes, restaurants can determine if they need to modify other menu items to extend existing options.
By asking customers which food and services they prefer, restaurants can identify which components are operating efficiently. This also pinpoints the demand for specific menu items.
On the other hand, asking guests what they don't enjoy provides insight into what the restaurant can improve. By eliminating dishes or services that are not appealing to customers, restaurants can save labor and inventory costs.
One of the most common complaints among restaurant guests is having to wait an extended period of time for their orders. By asking about the service standard and speed, restaurants can gauge maximum wait times and determine how they can improve their efficiency.
Aside from dishes, having a range of beverages is important for customers. By gauging consumers' beverage preferences and demand, restaurants can determine which drinks they should introduce to their menu.
While restaurants may believe their staff members are well-trained, customers may have different opinions. By understanding the customer's perspective, management can determine if servers need additional training to meet company and customer standards.
Bringing the whole family out for a meal can be stressful, and that's why restaurants need to foster a family-friendly environment to keep children entertained and adults relaxed. Depending on the responses, establishments can implement coloring pages and crayons, tablets, or even arcade games to keep the children busy.
Cleanliness and sanitation are crucial for every restaurant and directly reflect their management. Asking the customers if the business's hygiene is up to their standards can enlighten restaurants on how they can improve their maintenance.
This question is crucial as it determines customer advocacy and whether guests would suggest the restaurant to their acquaintances. If this prompt generates negative responses, management must find underperforming areas to improve customer loyalty and recommendations.
Sending customers regular surveys enables restaurants to gauge their overall performance and the impact of improvements on the customer experience.