Research has shown that last year, Americans check their phones approximately 96 times a day – that’s once every 10 minutes! People are habitually on their phones. With a simple tap to open up their camera to scan the QR code, the text message automatically opens to begin typing or voice to text their feedback. Restaurant customer feedback surveys can be a challenge, statistically emailing customers with a link to a survey has lower open rates. SMS makes customer feedback for restaurants convenient, easy and fast which all increase response rates.
The general population has a heightened sensitivity to touching things that aren’t necessary with the 2020 worldwide pandemic. By providing a touchless method to give feedback, you are instantaneously increasing completion rates of your survey during your customers dining experience.
“I really want to click on a link to fill out a long survey,” said no one… ever! The best part of inbound sms is there are no links to open the survey! Throughout your restaurant on tables (next to contactless menu), store windows and doors, your customers will see your custom branded SMS stickers with your dedicated SMS number. From there, they simply open their camera to scan the QR code which automatically opens to a text message (or keypad manually,) then write feedback and send.
When surveys are long and time consuming, studies have found that unhappy customers are primarily the ones completing it. By providing your customers a way to submit feedback via text message, the process is so seamless that it yields higher feedback submissions, both positive and negative giving you a more realistic understanding of your customers’ satisfaction.
Do you have more than one restaurant location? We’ve got you covered. You can have unique sms numbers per location if you want to separate the restaurant customer feedback surveys for each location. With several stickers throughout your restaurant locations, it allows multiple feedback submissions resulting in higher response rates, higher accuracy and specific department ratings! I think you just hit the trifecta!
Data has shown that customer facing employees show higher accountability and focus on customer experience with SMS feedback present in their grocery store location. As employees interact with customers, they know that the customer can text feedback at any given time. This motivates the employee to assist the customer as best they can with every interaction.
Check out our SMS Feedback page to get more information. SurveyStance offers 2 other ways to make it easy to collect feedback. Emoji based Survey Kiosk & OneClick Feedback where customers can provide feedback anytime. Also check out more on our solutions for Restaurant Customer Feedback Survey options.
We already know and understand the success of any restaurant truly depends on giving customers a great experience. This means it is critical to collect feedback to identify areas of opportunity. There are a few different ways to collect customer feedback in restaurants. The old school way is to include a comment card with the check at the end of the meal. More restaurants are taking a more modern approach and using QR codes for guests to share quick feedback.
Whatever method works best for you, remember to make sure that you make it as easy as possible for your customers to share their feedback. If the process is too complex or time consuming, you will get fewer responses.
Bonus Tip: Follow up with customers who take the time to provide feedback. This seems obvious, but very few actually do this. A simple thank you for their input and how you plan to use it to improve will go a long way.
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