If you've ever wondered how to find out what customers want, read on! Of course, the key to good customer relations is communication. And yet, there are few places where customers can have their say. Forget suggestion boxes, discover the best tool for effectively polling restaurant or store customers (and benefiting from enriched data for your loyalty campaigns).
96% of dissatisfied customers stop visiting you without explaining why! On the other hand, after an unpleasant experience, each customer will tell an average of 10 people about it. That's why it's a good idea to ask your customers questions: finding out what they want and identifying sources of dissatisfaction can be very profitable in the long term. It reduces your staff turnover and considerably increases the number of visits to your restaurant or store.
But questioning your customers has other advantages too. It's the key to building customer knowledge and finding out what makes them happy. Listening to your customers also reinforces their loyalty to your brand. All participative approaches make them feel considered and connected to your restaurant or store.
In the restaurant business, a natural exchange with your customers allows you to assess their satisfaction, whether it's with the food or the service. But you can also solicit their opinions to find out what they would like. This allows you to implementparticipative innovation.
By questioning our customers, we can make decisions to introduce a new menu item or a new delivery method. The benefit is twofold: it also makes customers feel listened to and considered.
The examples are endless: you can ask your customers about anything to do with the evolution of your menu, what new dishes or desserts they would like... This is a complementary approach, but very interesting when it comes to putting a new dish on the menu in summer, choosing a new ice cream flavor, etc...
Plancha or poke bowls? Praline or passion fruit? Do you use click & collect? There are a number of tools you can use to survey your customers. Even more reliable than social networks (where the respondents are not necessarily the customers who come to the point of sale), you can use Pongo's survey function.
This survey function is an extremely interesting tool: it enables you to question your customers directly at the point of sale, via connected touch-screen tablets. You can ask open or closed-ended questions, through an interactive mini-survey before or after the order.
The ergonomic survey function lets you ask any question you like, ideal for getting to know your customers, their tastes and their motivations.
Some restaurateurs use it to ask their customers about their favorite salad, their favorite fruit flavor, even their astrological sign, etc. In fact, more than just a survey on tastes and trends, it's a powerful way ofenriching your customer database.
This data (tastes, preferences, personal information, etc.) is integrated directly into the customer file, for use in loyalty programs, for example. It will enable you to better target your loyalty campaigns. For example, it becomes possible to send SMS promotions to all customers who have declared their appreciation of a particular dish, flavor, delivery method, etc...
The survey functionality is quick and easy to deploy for Pongo customers. Find out more, find out how it fits into your loyalty program !
