In today’s experience economy, a simple request for feedback on a receipt is not enough to accurately determine your guests’ needs.
Guests need to be presented with the option to share feedback at the right time for them—whenever, wherever, and however they want to. At the same time, the volume of feedback requests and the length of surveys often result in survey fatigue and other negative emotions in guests.
This is just one of the complex issues restaurant brands find themselves facing today. Others include:
- How do I understand the experience every individual guest has with my brand?
- How do I communicate with them in a way that they’re more likely to give feedback?
- How can I demonstrate awareness of the guests’ situations and acknowledge their needs?