We know that member data is an extremely valuable asset to businesses in the restaurant industry. So in order to help our clients obtain more insightful feedback from our members, Rewards Network sends diners surveys following their experience at a restaurant. In order for the diners to claim their rewards, they must complete this post-dine survey. The information clients receive from these restaurant surveys is extremely valuable, providing them with feedback that can help improve their businesses.
And it’s also important to monitor diner feedback through our Comment Management System (CMS). By logging in to the system and responding to diner comments, restaurants can further engage these diners and entice them to return. Diners who received a response to their comments revisited that restaurant 20 percent more than they had previously to the response; they also spent 16 percent more money at that restaurant than they did before they received the response.
To extend our possibility of diner engagement, Rewards Network created Attribute Surveys, restaurant surveys that consist of five individual surveys, each focusing on a different area of a restaurant’s business that affects operations and customer perceptions. The five different categories include:
Food: presentation, taste, temperature and overall quality of food
Service: knowledge and attentiveness of their server, the friendliness of the staff and the length of time it took to receive their food
Experience: décor, temperature and overall atmosphere
Value: price for the portion size, quality of food and quality of beverages
Cleanliness: hygiene of the exterior of the restaurant, dining area, tables around them and the restrooms
These restaurant surveys allow diners to give more specific feedback to help our clients identify and address strengths and weaknesses, all of which will lead to client restaurant growth and improvement.