SayWay feedback systems are often positioned by exits and integrated into a feedback process. After paying, guests are invited to give their feedback on a tablet as they are leaving the restaurant. This is generally done using a driver analysis in order to expose the drivers of the dissatisfaction quickly and easily, without causing any unnecessary bother to the satisfied people.
SayWay has developed a special bill wallet for restaurants. When guests open the wallet, they immediately see the first question on the integrated tablet. Before the waiter returns to collect the money, there is plenty of time to complete a short survey in peace. SayWay at the table works perfectly but it must be integrated into a reliable process.
Questionnaires on SayWay systems can be swapped manually on any system or by remote control all over the world. We recommend that our customers use the system for employee surveys in the back office at least four times a year. Staff in the catering sector is scarce and is also the biggest cost factor in the budget. That’s why it’s a good idea to work closely with your employees in order to keep fluctuation to a minimum.
If a feedback project is to be successful and sustainable, the feedback process must be defined and implemented very precisely. Clear project responsibilities, appropriate questionnaires and a precise choice of location for the system are just some of the components involved in defining an on-site feedback process. In restaurants, a combination of a fixed feedback terminal at the exit and a mobile tablet for guests with the bill has proven successful.
The closed loop concept gives our customers guidelines as to how they can work actively with the feedback data collected and communicate the results back to the target group. In this way feedback, optimisation and information run in a cycle, a closed loop. Our project management team will be happy to help you with the closed loop process.
Measuring satisfaction digitally is far more advanced in the restaurant business than in any other sector. But it’s mostly done via portals such as Tripadvisor, Yelp or Book a Table. By using SayWay, restaurant owners and chains can stay close to the customer and respond to criticism directly via the online real-time reporting system. What’s more, the feedback is under your control to begin with and only goes online when you release it.
SayWay helps restaurant and chains to set up this digital channel quickly and easily without interfering with the existing IT infrastructure. When installing SayWay, we use a toolbox that we have developed and continually enhanced jointly with customers over the past few years:
With our feedback system that is quick and easy to set up, you can measure the pulse of guest satisfaction right down to the micro-level of the individual restaurant (kitchen/service/event). At the macro-level, i.e. the headquarters or management, branches can be monitored and optimised easily.
Primarily SayWay “only” collects ratings. But the system can do much more than that. Having a feedback channel that is continuously open sends out a signal to the target group, even if the system isn’t used. If guests give feedback as they are leaving the restaurant, it’s a kind of emotional check-out. The systems can also be used as an information board. A visual can be shown on the last page of a survey, for example, to remind customers of a special offer.
There is a great risk in the catering trade, in particular, that dissatisfied guests may air their frustration on digital platforms that are beyond your control. If you use SayWay, this dissatisfaction can be recorded in a sheltered environment. Ideally, you can even respond to it quickly and constructively if the person concerned has requested a response.
Basically, any conceivable type of questionnaire can be implemented using the SayWay feedback software. In the catering trade we have developed instruments for various sub-groups which have proven effective in practice. They record and report all the most important performance parameters in traditional restaurants and company and hotel catering facilities for you quickly and accurately.
Every single restaurant and chain needs different information. The SayWay reporting tool takes these individual requirements into account through customised solutions for each company. Different location structures require special dashboards.
The roles and rights systems must be developed differently depending on the hierarchical levels. The design of automated PDF reports must be clearly aligned with the individual framework conditions. The SayWay hospitality team will be pleased to help you to design your own individual online reporting tool.