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Real-time Feedback in Restaurants and Company Catering Facilities

Easy and systematic customer feedback on a daily basis. Improve quality and increase recommendation rates.

How SayWay can be used in restaurants

Use on-site feedback in the following scenarios

SayWay at the exit

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 at the table

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.

Employee feedback

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.

feedbackterminal-tablet-touch-feedback

The feedback process

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.

 

Closed loop

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.

Tablet-based on-site feedback in restaurants

Exploit this digital channel to your customers.

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:

Measure the pulse of guest satisfaction

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.

 

SayWay as a marketing instrument

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.

 

SayWay as a “digital collecting basin”

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.

Feedback questionnaires

Special features relevant to the restaurant sector

Proven feedback instruments for the restaurant trade

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.

Individual reporting

Keep your finger on the pulse of your guests, centrally and locally

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.