Improving Image, Menu, and Food Quality
Case Study #5 - Casual Dining Restaurant
The Challenge:
Improving a themed restaurant's image, menu, and food quality.
The Client:
An 800 seat casual dining, themed restaurant
Situation:
This large, historically successful restaurant was getting 'stale' and losing its edge. Customer feedback was sporadic, not timely, and not easily used by management.
Action:
Mindshare customer feedback survey technology was installed to allow our client to get immediate daily input from their customers. The point-of-sale receipt for each meal included a printed offer to call a toll-free number and receive an incentive. Customers called the number, answered a few questions via the telephone keypad, and received a redemption code good for the next service. In addition to the quantitative response, each customer could also leave a verbatim voice recording of their feelings about the service. Customers were asked specific questions about service, staff, menu, and food.
After two months of using the system, management decided to change their menu based upon several thousand surveys from their customers using Mindshare. On the customer service side, management began tracking service issues back to specific servers. Training meetings were held with staff, and one-on-one feedback sessions with individual waiters were conducted to help them understand the customer and be held accountable.
Management continues to use Mindshare to monitor service delivery and customer experience every day.
Results:
The Restaurant experienced a 20% increase in 'Food Quality' scores after they changed their menu (based on customer input.) These improvements, along with employee service delivery improvements have resulted in a 12 percentage point increase in "Overall Satisfaction" scores. Management now uses the Mindshare system to reward employees and improve their business on a daily basis.
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Mindshare helps companies improve operational excellence, foster consumer satisfaction, build customer loyalty, and support employee retention. Our industry experts guide clients in building comprehensive Enterprise Feedback Management (EFM) solutions. Mindshare's proprietary survey technology captures the voice of the customer in real-time and immediately transforms it into actionable intelligence through powerful and incisive reporting. As a hosted system, Mindshare is affordable and flexible, providing automated surveys and reports tailored to each client’s specific needs. The reports are web-accessible 24/7 or by scheduled email delivery. Mindshare serves more than 25 different industries including travel, hospitality, restaurant, financial, salon, automotive, and retail. Clients range from small regional chains to large multinational corporations. For information, visit www.mshare.net or contact us:
| CONTACTS: | Richard Hanks John Sperry |
(801) 743-7580 (801) 743-7567 |
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