"My name is Bob Greenberg. I own a chain of 15 restaurants. I have 50 bartenders, and 150 waiters across all locations.
My locations each see an average of 500 patrons per day. I'm a proactive owner, and I want to get more measurable insights about what's working and what's not in my restaurants, as well as where customers would like to see us innovate.
Traditionally, our only ways of getting direct, trackable feedback have been via social media, public review sites like YELP and Urban Spoon, sending out long form surveys to our loyalty group customers via emails, or viewing the responses from surveys a handful of customers complete that are included on the check-out receipt. In each case, I guess it's better than nothing...but that only reflects a small percentage of our customer base.
We started using the CANDID microfeedback platform a few months ago, and we've now integrated Mobile Comment Boxes and 1 Question Microsurvey urls into the guest experience on-site, via collateral materials that patrons already interact with like the menu, place setting, to go bags and cups, cocktail napkins, etc.
Almost overnight, we started getting instant feedback, in context, about every aspect of the business, tracked specific to every location, department, employee, meal, drink, and customer service interaction, accessible via my monitoring dashboard in real-time.
I now have more than enough information to make educated and critical decisions about every aspect of my growing restaurant enterprise, with velocity, down to the location and employee level, and I have more confidence opening new stores and empowering new managers in leadership positions, because we have a clear system to gauge performance and course correct in real-time."