By Sakshi Singh, Contributory Author
Aug 12, 2022 / 9 MIN READ
With a fairly large percentage of diners discovering new restaurants via social media platforms and online aggregators, and through peer reviews, reputation management thus has become an important aspect of restaurant operations.
When customers are not happy they are on the lookout for venting out their anger, the manager would bear the brunt but now it is replaced by social media. A way to counter this is to provide a platform where the customer feels that their grievance has been heard by the management as well as how they would respond to them. This is where the feedback tool has evolved from being a mechanism to just improve services and product offerings to a mechanism in which the reputation can be managed.
Advantage of digital feedback tool
“The evolution of the feedback form from vocal to paper to digital has transformed the way businesses use this tool. Most tools now come with an escalation module which ensures the right person in the organisation gets informed on customers' complaints, this ensures that important issues are scaled all the way whereas trivial issues can be managed at lower levels,” shared Abhishek Mimani, founder of Loop by adding that another advantage of the feedback tools is they have become omnichannel, hence not restricted to be taken using a tab. Feedback’s today are collected using tablets, email, SMS and WhatsApp.
The future of feedback is AI that can be linked with WhatsApp. At eWards the feedback module, Loop, allows questions to be directly asked on WhatsApp and this has seen an almost 30 percent increase in the number of feedback forms that are being completed.
“Digitisation overall has made our feedback game up by 20 to 30 percent. Digital feedback also helps the customer to choose the right products by checking the feedback of the regular customers more quickly and comfortably,” Azra Golam, sales director at Aminia Restaurants commented.
Further Vishal Verma, general manager of Vijan Mahal commented that digital transformation helps to better meet customer expectations and improve operational efficiency by 40 percent, and 38 percent of executives plan to invest more in technology to make it competitive.
Customer’s loyal inclination towards digital transformation
“It plays a vital role in making the numbers or losing the numbers. People love to read reviews through social media platforms however, the conversion from assumption to reality is always by the physical visit or your own experience but it at least pushes them to visit and experience,” Verma added.
Feedback can be collected via various channels: suggestion boxes, surveys, social media are some of the many possible methods available. Constant information gathering is vital in maintaining a competitive edge, as it enables businesses to tailor their services and products to shifting customer requirements. Lincoln Bennet Rodrigues, chairman and founder of The Bennet and Bernard Company feels that the quality of the service and the food enhances customer loyalty toward the brand and the business.
A few major technology areas that Rodrigues is focusing on are, providing areas on the website where customers can query or post recommendations, and using e-mail to improve customer service and respond faster, integrating communications so duplication is avoided, using sophisticated data-gathering tools, such as CRM software, taking clients feedback/orders and responding quickly via WhatsApp and other tools, a feedback book is also maintained at out outlets and within 24 hour response time and 100 percent response rate for social media and other online reviews.
Digital feedback can customise customer retention
Sentiment analysis of the feedback data further helps to understand which pillars of the restaurant are functioning well. Maybe, the serving time is taking a hit, or the food isn’t up to the mark and so on. Manually understanding customer sentiment might be quite a task. Thus tools are simplifying the process.
Since Honey and Dough have multiple locations touching more than 1500 customers a day, feedback helps the brand to notice little things that go wrong. “The customers who unfortunately don't have the best experience feel heard when they are asked for their feedback. Once unsatisfactory feedback is received, our team is prompt in responding and we ensure to make it right. This definitely helps in customer retention and an increase in revenue,” Utsav Chhawchharia, owner, Honey and Dough said.
According to Pratinav Pratap Singh, founder of POP THAI, feedback is great to deduce menu but customer behaviour through tech ads is a whole new world to understanding them better. “I always tell people we are a tech startup maybe because I think like a scientist and believe in working around data-driven entities. Being said good food is always key here, but it's also extremely important to be tech-savvy,” he commented.
Reviews and social media acts as a catalyst
He further commented that since online reviews are the only interaction with customers, you will be surprised how honest humans can be with just a few words. But said so, some customers do take their food seriously and we can see by checking their past reviews and perceive if it’s a cyclical rant medium for them or an honest feedback space to settle their dues.
Customer feedback is important to any business but in delivery, most of the customer interaction is so limited. “We are constantly finding new ways to evolve even through technology. For instance, social media works extremely well for us, we asked followers to leave a review and offered them a completely free meal on their next order. When it comes to technology, the future step for POP THAI would be adding AI digital human technology or chatbots on our website and interacting with customers to take live orders and get their customer feedback,” he said.
Additionally, feedback in Zomato is a game changer to promote the brand and acknowledge every feedback in a way to address the customers' concerns for positive as well as for negative feedback. The aim going forward should be to be responsible for every piece of business sold to the customers till they are satisfied. The mantra is to make sure to thank and feel motivated for all positive reviews and be responsible and fix the negative reviews to maintain a strong relationship with the customers.
With a fairly large percentage of diners discovering new restaurants via social media platforms and online aggregators, and through peer reviews, reputation management thus has become an important aspect of restaurant operations.
When customers are not happy they are on the lookout for venting out their anger, the manager would bear the brunt but now it is replaced by social media. A way to counter this is to provide a platform where the customer feels that their grievance has been heard by the management as well as how they would respond to them. This is where the feedback tool has evolved from being a mechanism to just improve services and product offerings to a mechanism in which the reputation can be managed.
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