Customer Insight Platform Provides Real-Time Feedback for Restaurants
Original Review, a customer insight solutions company, has announced the launch of its OR Customer Insight Platform, which addresses three key challenges facing restaurants of all types and sizes: real-time feedback on food and service, external reviews that are real and plentiful, and customer engagement. The OR Customer Insight Platform uses a short survey to gather real-time feedback from customers while they are in the restaurant, or “at the origin.” Original Review will be demonstrating the OR Customer Insight Platform at the NRA Show 2016, hosted by the National Restaurant Association, in Chicago, May 21-24th.
The OR Customer Insight Platform consists of three key elements:
· Tablet with Customer Survey – when the bill is presented at the end of the meal, diners are presented with a restaurant-branded Kindle tablet and asked to answer four short questions. At the end of the survey, diners can opt to share their contact information for future promotions and post their review to Original Review’s external consumer site, OriginalReview.com. All survey responses feed immediately into an internal operations dashboard for real-time restaurant management.
· Internal Operations Dashboard – the heart of the OR solution, the internal operations dashboard provides restaurant management and staff immediate feedback on food, service, ambiance and a diner’s overall restaurant experience. The dashboard includes alerts that can be preset by owners and managers so that flagged issues, i.e. a rating of less than 3 stars, can be addressed immediately, often while the diner is still in the restaurant. With this real-time feedback, managers have the opportunity to correct issues immediately and ensure the customer leaves satisfied. The operations dashboard also includes a customer engagement module that enables owners to market to those patrons who have shared their contact information. The initial module will include automatic promotions for a customer’s birthday.
· Consumer Review Site – OriginalReview.com is a new type of review site where all reviews are posted from within the restaurant, so consumers can be confident that the reviews they see are real and “straight from the table”. No reviews can be posted from outside the restaurant, eliminating concerns of fraud around review sites. In addition, since each diner is presented the opportunity to provide feedback, early indications show that the number of reviews for each restaurant is skyrocketing, overcoming issues around old or spotty reviews.
The OR Customer Insight Platform is already being used in three restaurants in the Bahamas (five more are in the works), two in Dallas, five in Oklahoma City, five in Memphis, nine in India, and one to launch in Michigan over the coming weeks.
Original Review provides data that is invaluable to restaurant owners and managers, as never before has diner feedback been so readily available, plentiful and actionable. Original Review customers are already putting this data to use in a variety of ways, including: adding more training for service staff, changing music levels after several complaints in a single day, testing new menu items and determining best practices before opening a second restaurant, among others.
The OR Customer Insight Platform consists of three key elements:
· Tablet with Customer Survey – when the bill is presented at the end of the meal, diners are presented with a restaurant-branded Kindle tablet and asked to answer four short questions. At the end of the survey, diners can opt to share their contact information for future promotions and post their review to Original Review’s external consumer site, OriginalReview.com. All survey responses feed immediately into an internal operations dashboard for real-time restaurant management.
· Internal Operations Dashboard – the heart of the OR solution, the internal operations dashboard provides restaurant management and staff immediate feedback on food, service, ambiance and a diner’s overall restaurant experience. The dashboard includes alerts that can be preset by owners and managers so that flagged issues, i.e. a rating of less than 3 stars, can be addressed immediately, often while the diner is still in the restaurant. With this real-time feedback, managers have the opportunity to correct issues immediately and ensure the customer leaves satisfied. The operations dashboard also includes a customer engagement module that enables owners to market to those patrons who have shared their contact information. The initial module will include automatic promotions for a customer’s birthday.
· Consumer Review Site – OriginalReview.com is a new type of review site where all reviews are posted from within the restaurant, so consumers can be confident that the reviews they see are real and “straight from the table”. No reviews can be posted from outside the restaurant, eliminating concerns of fraud around review sites. In addition, since each diner is presented the opportunity to provide feedback, early indications show that the number of reviews for each restaurant is skyrocketing, overcoming issues around old or spotty reviews.
The OR Customer Insight Platform is already being used in three restaurants in the Bahamas (five more are in the works), two in Dallas, five in Oklahoma City, five in Memphis, nine in India, and one to launch in Michigan over the coming weeks.
Original Review provides data that is invaluable to restaurant owners and managers, as never before has diner feedback been so readily available, plentiful and actionable. Original Review customers are already putting this data to use in a variety of ways, including: adding more training for service staff, changing music levels after several complaints in a single day, testing new menu items and determining best practices before opening a second restaurant, among others.