YOU’VE GOT GOOD INTENTIONS
BUT DO YOUR ACTIONS MATCH?

 

 

IS YOUR ORGANIZATION’S COMPANY CARE RATING
A #FEEDBACKFAIL?

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feedbackfail

CANDID SURVEYED OWNERS AND MANAGERS OF 1000+ CHICAGO AREA BARS AND RESTAURANTS

THE HUGE GAP BETWEEN WHAT THEY SAY VS WHAT THEY DO WAS SHOCKING…

What’s Important To Them…
  • 98% say Customer and Employee feedback.
How They Stay Informed…
  • 84% say they regularly check review sites like YELP, TripAdvisor and Urbanspoon.
How They Request And Respond To Feedback…
  • 53% say they regularly respond to customer comments on review sites and social media.
  • <10% say they regularly send customers mobile or online surveys to get their opinions on New Menu Items, Promotions, etc.
Their Documented Feedback Practices…
  • <8% have a way for customers to send  instant feedback directly to the restaurant location they are dining in from a mobile device.
  • <5% have an automated way to track customer feedback and suggestions to specific Locations, Departments and Employees.
  • <3% have a way for Owners, Executives, Managers and Employees to all have access to the feedback in real-time.
  • <2% have a built-in customer feedback process for every guest interaction that is automated and trackable.
What They SAY They Do…
  • 92% say they use Customer and Employee feedback  to make “business decisions.”

 

The Road To Ruin Is Paved With Good Intentions…
  • 98% say Customer feedback is important to them
  • <2% have a set customer feedback process for every guest interaction
  • Yet 92% say they use Customer and Employee feedback to make business decisions
  • Are we the only ones who think this math just doesn’t add up? If you’re like the 1000+ restaurant Executives, Owners and Managers we talked to, you want the feedback, but you have no set process in place to get it.
News Flash, You Guys May Be Awesome,
But EVERYONE DOESN’T FOLLOW YOU ON SOCIAL MEDIA…
  • Everyone doesn’t want to publicly post on your Facebook page, or publicly tweet on your Twitter page,or have a live, face to face conversation with your manager.
  • Make it easy for Customers to give you feedback, on THEIR terms.

Customers and Employees at each Location and in each Department know what’s working, what’s not, and areas of opportunity for growth better than anyone…and they’re ALREADY talking, they’re just not talking to YOU. Give them the opportunity to let their voice be heard, and increase your bottom line in the process.

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