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Research on online reviews revealed that 55.5 percent of consumers see reviews as influential when choosing a restaurant, which makes it crucial for restaurant brands to get more reviews, make the most of their feedback, and make sure they’re keeping a close watch on their review ratings across platforms.
Doing so not only increases exposure but also helps improve operations within the restaurant staff.
Today’s reliance on technology means that there are a plethora of digital solutions when it comes to getting customer feedback. These tactics will serve as your main guides in this post as you learn how to get customer feedback from restaurant customers.
- Send an email or text
- Interact on social media
- Have a feedback form on your website
- Hand out physical request cards or reminders
- Include a question in your POS system
How to Get Customer Feedback in a Restaurant Through Digital Channels
Today’s customers interact with brands primarily through technology. Using the latest innovations to your advantage allows you to stay on the forefront of every consumer’s mind long after they asked for the check.
Send an Email or Text
Food needs time to settle in the stomach, and so does the opinions of each of your diners. An effective way to get feedback from your well-fed patrons after they leave the restaurant is to send them an email or SMS message.
Some brands might be concerned about over-communicating with their customer bases, but review request messages can have a major impact not only through more customer reviews but with higher ratings as well. Research shows these requested reviews have an average rating of 4.34 out of 5 stars. Unprompted reviews from consumers only yield an average rating of 3.89 out of 5 stars.
Asking for reviews also puts you in a humbling light. It shows customers that their feedback is important to you and that it can contribute to more exposure, customers, and revenue.
You can write these email or SMS messages yourself, but there are a few review generation tools that make the request process easier for you.
Interacting on Social Media
Social media is already a popular channel for individuals and brands alike, but it’s also another way to gather vital customer feedback. Due to the public nature of sites like Facebook and Twitter, it’s easier for a customer and a business to interact with each other.
When people sing praises about a restaurant on social media, make sure you ask them to submit it as an official review on your website or on one of the restaurant’s (hopefully many) online listings. You should also make sure that you share rave reviews from time to time on multiple social media channels.
It doesn’t take much to respond to a customer or display a favorable review. When done right, these interactions and posts amount to free marketing that can attract more people to your restaurant.
Have a Review Form in Place on a Website
A restaurant’s website includes vital contact information, appealing photos, and a helpful menu page. However, it should also include a place to submit and show off reviews.
This isn’t just convenient for all customers who visit your site; it also helps with consumer conversions. Simply displaying reviews increases conversions by 270 percent, and you only need to only show one to eight reviews before you see a rise in online conversions.
Every review submitted through the submission form on your website also counts as a first-party review. You can mark these reviews with special schema markup code, which helps Google spot reviews on your site. These reviews help your site rise in search engine rankings and stand out from other entries on results pages.
How to Get Customer Feedback in a Restaurant In Person
Sometimes it pays to have a personal touch when getting feedback from customers. Face to face interactions between you and a consumer when asking for reviews are far and few between, which means that you have to make the most out of it when it does happen.
Hand Out Physical Request Cards or Reminders
In the age of digital technology, a physical reminder to provide feedback can make the restaurant stand out long after guests leave the table. You can give out these reminders when you return the customer’s credit card or provide the receipt.
The contents of the message should be short and quick to the point. Make sure to list out some of your most popular online listings as well. If you’re adding a URL to the card make sure that it’s an easy address to type out. A complicated string of numbers and letters will only deter customers from writing a review on any site.
You can get a head start on creating these request cards by using this handy review request template.
Include a Question in Your POS System (If Available)
The modern point of sale (POS) system is vastly different than its predecessors in terms of presentation and functionality. Aside from taking payment info and allowing the customer to opt for a digital receipt, some of these systems also allow guests to immediately rate their experience before they head out.
This approach allows you to get immediate feedback from customers, especially from those that had a less-than-favorable experience. You can nip problems in the bud and solve them immediately rather than waiting for a customer to leave a public complaint about your business online.
Customer Feedback Is Valuable Social Proof
Research shows that 77 percent of consumers consider reviews to be irrelevant if they are older than three months, which puts the onus on you to gather as much customer feedback as possible on a regular basis.
With the strategies above, you can create a system that helps you improve the restaurant’s service and dining experience and attracts new customers.