Do you think guests leave your restaurant happy? Do they intend to come back later? Or was it a one-time experience?
Restaurant guest surveys help restaurant brands gauge guest sentiment, understand what makes the difference between returning guests and disgruntled ones.
In this article, we’ll cover what guest surveys are for restaurants, how they work, how to share them, and much more.
What is a restaurant guest experience survey?
A restaurant guest experience survey is a short list of questions restaurants use to gather feedback and measure guest satisfaction.
Restaurants send the guest survey as soon as the check is marked done in the reservation system. Some choose to schedule sending the survey within 24 or 48 hours.
If you are using Servme, you can automate sending the survey after you close the guest’s check.
Why are guest experience surveys important for restaurants?
The restaurant industry is becoming more competitive every day. Understanding guest sentiment and improving satisfaction are crucial for success and building loyalty.
One F&B concept that effectively uses automated guest surveys is Bla Bla Dubai. Using Servme, Bla Bla shares an automated survey within 24 hours of closing the guest’s check.
Here are several reasons why guest surveys are important. They help you
- measure and improve guest satisfaction
- understand customer concerns
- collect feedback on special events, menus, ideas
- maintain the level of service across your concepts, if you manage multiple restaurant locations
- showcase your ratings, scores, and testimonials to other guests
How to collect guest reviews
There are two main ways to collect guest reviews.
One traditional method involves providing guests with a physical review card. However, this approach often falls short, as many guests skip the questionnaire entirely.
The alternative is sending guests a survey link via email, SMS, or WhatsApp message. Filling the survey takes less than a minute.
Restaurants using Servme have found this to be a much easier, cost-effective method.
Types of restaurant guest surveys
MCQs
Most F&B concepts like to use multiple-choice questions (MCQs). The restaurant poses a question and offers several options for the guest to choose from.
Forms
Some concepts use a form, with several questions where guests offer concise answers.
Ratings
Alternatively, restaurants can add a number of items and ask guests to rate them.
Combination of all 3
You can combine several types of survey questions into one.
Platforms to collect guest surveys
You can collect guest reviews via channels such as:
- Tripadvisor
- Zomato (if available in your country)
- Restaurant mobile apps
- Google reviews
How to create an automated guest survey in Servme
With Servme, restaurants have two options for collecting guest feedback. Guests can rate specific services or leave a review on a platform of your choice.
Step 1. Enable guest reviews and feedback: Activate the feature from the Servme web app.
Step 2. Setup notifications: Enable the notifications and choose how you want to send the surveys. You can choose from email, SMS, and WhatsApp.
Step 3. Enable surveys by shift: Activate the guest surveys feature for specific shifts or all shifts.
Step 4. Customize survey questions: Decide what you want guests to evaluate. Choose from food, ambience, cleanliness, price, service, and overall experience. You can add up to 5 options or categories.
Doing more with Servme’s restaurant guest experience platform
As a restaurant reservation management system, Servme helps restaurants streamline reservations from various sources.
Servme helps your restaurant get more reservations through integrations with channels like Tripadvisor, Zomato, Reserve with Google, Instagram, among others.
Servme also helps operators boost revenues by reducing no-shows and last-minute cancellations. You can also collect restaurant deposits directly through Servme.
Additional tips and ideas for using restaurant guest surveys
It’s important to decide what you want to achieve with a guest survey. This will help you choose the questions and criteria for the survey.
If you manage several venues, the guest experience survey will help you identify weaknesses across your locations.
You can also use the content of the guest reviews to promote your restaurant, especially if you’re getting 4-star and 5-star ratings.
Want to see how Servme helps you create and automate guest surveys for your restaurant? Get in touch with Servme to learn more and try it yourself.
