It is understandable to feel a bit overwhelmed when we have a low guest satisfaction score and several items in the “red zone”. But don’t panic too soon! Have you been working with your team on providing a level of service that promotes great customer satisfaction yet you still have a low guest satisfaction score? It may be that you have been successful at effectively coaching most of your team but there are one or two individuals that are negatively impacting a large number of guests! Check into that first.

Preferred Feedback was not only designed to identify operational opportunities, the system provides you a way to get to the root of any problem area. So before you start coaching a whole bunch of people who don’t necessarily need additional coaching, narrow down results and pin point the area that needs work.

PREFERRED POINTER

Once you have identified a problem area, run a query to determine if you can narrow the problem down to a specific day(s), time of day, specific department of your business, etc.. Ask yourself some of the obvious questions…

• Can the problem be narrowed down to the day shift or night shift? Select times that deal with Open to 5:00 PM and compare the guest satisfaction score to 5:00 PM to Close. You can also narrow those results to lunch vs. dinner vs. other times of the day.
• Is the problem occurring during the week or the weekends? Select Monday – Friday and compare to Saturday and Sunday.
• If your survey asks questions based on a specific area of your business, query the results for each area and see if the problem can be narrowed to a specific area whether it’s drive-thru vs. dine-in, bar section vs. main dining, meat department vs. bakery, etc..

You are only limited by your imagination. If you have a question about your operation, check it out by running a query. And once you’ve identified the problem area, you can probably narrow that down further too! You have a powerful system at your fingertips. Don’t allow yourself to get overwhelmed when you can use Preferred Feedback to help you get to the root of the problem.