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Comment Card in Every table and after that you should accept that comment if it good comment or bad and update your Restaurant Strategy
Well........first this is very good & important question
in fast food restaurants fields we always have a system for stocktalking & evaluation...!
in my point of view we can measure our customers satisfaction by asking them
in a comments cards about ( the all service & the hospitality & the complaints ) which
our team work did it ( for& with) them..so we can correct any issues soon.
+
by looking and follow up the total average of restaurant,s seals analysis
and compare it with the seals plans as the customers satisfaction always has reputation & effect on seals for sure.
&
i do beleive that we can reach to the customers satisfaction
when we get realization & maximization of all the
customers (requisitions & expectations) from our restaurant
and that,s the real measure
Measurement of customer satisfaction can be accomplished via specific steps. If you're able to measure customer satisfaction, you can make changes to achieve higher satisfaction and measure again to see if your changes worked.
Steps
1
Realize that client satisfaction is subjective and in order to measure it, you will need to focus on collecting individual feedback and evaluating it to determine an overall understanding of customer satisfaction.
2
Request that your customers fill in a survey. You can do this by sending out a survey through the mail, their email, or you could call them directly on the phone. These days an email is usually the most effective and less expensive route. Customers are not always responsive even to surveys, primarily because they are just too busy. So offer an incentive for participating in your survey. Coupons, discounts, and freebies are all options that may motivate a customer to fill in a form. Make surveys easy to complete by offering weighted scale responses or multiple choice. Anything more may be too long of a process to make your incentive worthwhile.
3
Ask the right questions in your survey. You have an objective, and that is to find out what you're doing right and what you are doing wrong. Stick to this objective in your survey and don't be afraid to hear the truth.
4
Familiarize yourself with customer expectations and work on meeting them. In your survey, remember to ask your customers what is important to them and what they expect of you. Business owners are often blinded by their own mission statements and company policies, but if these rules go against the customers' expectations, then you have your priorities confused. With a customer's response to this, you can strive to meet their needs without compromising your product or service.
5
Discover the level of customer satisfaction by recognizing where you are going wrong. Never be afraid to hear how you are failing in a business, because it is only when you learn this that you can work toward becoming successful. Customers are more than happy to tell you when they are not happy, so make sure you give them an opportunity to vent in your survey. When you get this information, don't be discouraged. Recognize that any negative information is an opportunity to do better. Your customers will appreciate the opportunity and if they see that you made changes, they will be more inclined to use your product or service again because they know that you have their best interests at heart.
6
Find out who has more satisfied customers than you and why. Customers will gladly provide you with this information, so use it to your advantage. Ask them to compare and contrast your company with others and use this information to learn who the competition is and how their product or service is better than yours. Consider it a training opportunity in which you can educate yourself and your employees on their customer service skills and product quality. It's OK to mimic the basics, but make the specifics your own unique offering.
With presenting always a guest comment cards or online survey instructions along with the bills of the guests to help me know where i am according to their comments and answers,
also via activate the after service rules as a very important part of our service which extremely helps us build strong relations with our guests and make them feel they are most welcome any time as our restaurant it is their own place.
If you want a "rechnical"measure, a %, a "number" then you could use customer satisfaction cards BUT be careful here, you cannot have a waiter to give it to them as they will be shy to give genuine feedback in a card and then give it back to the person they are giving feedback on (they will not feedback on the food and ambience only, they will also feedback on service) so the card need to be dropped by the customer in a locked box somewhere (preferably by the door)...
Or you could use on-line feedback?
Anyway, the very best way is the oldest way: speak to them all yourself. as a restaurateur, you should always touch base with all your customers and that's the best time to ask for feedback. This will not give you a % or a number but it will actually give you the truth.
If you want to read more about what I write on customer care, follow this link please...
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Customer satisfation is based mainly on the following:
1. Atmosphere of the restaurant and energy of the restaurant team
2. Customer service and cleanliness
3. Quality of food and value for price
We can measure the satisfaction of the customer from following points:
1. how much relaxed and at-home a customer feels while in the restaurant
2. how actively customer places order and engages with the team in reponse of the energetic vibe from the team
3. Feedback from the customer on the comment board or online or oral/verbal anyway.
4. Secret shopper or mystery shopper programs to access the quality of service can depict customer satisfaction level in a systematic way.
5. how loyal is a customer to the restaurant i.e how often the customer comes back or refers or brings friends and family to the place
6. when leaving the restaurant how much a customer is happy and satisfied.
Above all, if a restaurant team is vesting all of the energy in the work and making it perfect from their side, customer shall be happy and satisfied as a result. Team should give100% dedication to get100% satisfation of the customer.
Keep your customers coming back and recommending your restaurant to others with help from restaurant customer satisfaction surveys.
Restaurant customer satisfaction surveys give you quantitative insight into the opinions and attitudes of your customers. You’ll obtain facts about what they want, what they expect, and if they plan to return to your restaurant again. If results show that your restaurant does not meet your customers’ expectations, you’ll know exactly what areas to target for improvement.
Whether you own a fast-food restaurant, a dine-in establishment, or a chain of restaurants, Infosurv’s restaurant survey measuring customer satisfaction can provide you with valuable data you can use to make better business decisions.
Gauging satisfaction with a restaurant customer survey can tell you about the demographics of your customers as well as give you insight into what they really think about:
By assessing the wants and needs of customers – and then acting upon them – restaurants have continually found that satisfaction surveys encourage:
Whether you need a restaurant satisfaction survey designed from scratch exclusively for your customers, or have an existing survey that needs to be administered, Infosurv takes extraordinary measures to ensure validity, reliability and bias reduction. Our goal is to help you compose a highly relevant survey instrument that will yield sound and valid conclusions while achieving the maximum survey response rate possible.
Comment card is the best option and I haven't seen anyone giving a bad or wrong comment after eating a delicious meal or enjoying the best service.
1. Observation.
2. Talk with customer.
3. Customer suggestion box.
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