Customer feedback
Asking your customers for feedback is a cost effective way of finding out how you can improve your offering and add value. Whilst many owners and managers fear that the feedback will be negative, results show that most customers give a balanced and objective view. However, If a customer does need to vent dissatisfaction, this website provides an alternative platform to public review sites such as Trip Advisor. Positive comments can be used as testimonials for marketing and your website. The results are a great tool for use in staff meetings to initiate change and new ideas. The vouchers encourage your customers to come back and their data can be used to keep in touch with them.
How does it work?
1) Invite your customers to give you feedback
Ask your customers to go to The Silent Customer website to give their honest and valuable feedback about their experience with you. We will provide cards to help you. To see an example... click here
2) Customers go to The Silent Customer website to complete survey
Your customers will go to the list on the right hand side of the website, click on your logo and answer up to 30 questions. You can ask them about your service and marketing or tailor the survey around your own specific business needs at the time. To see an example of a survey as your customers would see it... click here
3) Customers download voucher
The survey will take between 4 and 20 minutes to complete depending on whether they choose to add comments after each question. At the end they will be redirected to a page where they can download your very own bespoke company voucher which they can redeem when they go back to dine with you. You can change the voucher as often as you like. To see an example of a voucher... click here
4) Download your results
You should expect around 20 surveys a month. By using a password you can log in and access your data at anytime, either as individual surveys or per question. You can download your customers contact details into Excel so you can easily add them to your database and we can even help you with your marketing campaigns. To see how your results will show customer trends developing - Click here
How do I set it up?
We understand that you are busy and probably don't have lots of time for meetings so to make it easy all you need to do is email us a completed form and we will have you set up within 10 days. To download the form and find out the cost - Click here
The Maltsters
Peter runs a country pub with an average of 400 covers per week. In 4 months he received 90 surveys and had 30 vouchers redeemed:
"Accepting complaints or constructive criticism is not always easy but with the Silent Customer web-survey reviews we had customers making positive comments about the business which motivated us to make improvements. As to the money-off vouchers for filling in the web-surveys, we have had a great response"
Peter Bland - Landlord of The Maltsters Arms
www.maltsters.co.uk
The Green Olive
Leo has three Greek Meze restaurants and is looking to expand further in the near future:
"The Silent Customer gives me customer profiles (their age and where our customers are coming from).
The customer input allows me to perfect or correct the food and service.
It allows us to add customers to our data base.
It tells us if we are attracting new customers and retaining them.
It allows our customers to comment when they may feel it is too petty or small to mention when we are busy.
When running three restaurants I can only be in one place at a time, the staff have realised that any comments come to me!
The surveys are great for management and staff meetings.
It has really shown me what customers feel they get out of a visit to the Green Olive and not what I presumed.
The mystery dining service is a wonderful spot check and compliments the web-survey reviews.
I can’t recommend The Silent Customer enough!'
Leo Charmantas - Owner of The Green Olive
www.green-olive.co.uk
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