Preferred Feedback gives you an extremely effective way to identify operational opportunities and get to the root of a problem area. Below are a few examples of how we were able to use Preferred Feedback to correct some shortcomings…

PROBLEM: 15% negative rating on Friendliness of Employees:

• We queried the report by selecting “edit” and went to the “friendliness of employees” question. We selected “fair” and “poor” and generated a new report. We now have easy access to only the surveys from people that were disappointed with the service. We took a look at the receipts associated with each survey and found that the name of the same server appeared on most of the receipts! There was one individual that was negatively impacting 15% of the guests!

PROBLEM: 18% negative rating on “Cleanliness of Dining Room or Drive-Thru Lane”.

• Ran two queries on this report. A new report was generated by selecting “drive-thru” and the other selecting “dine in”. We were able to determine that most of the negative ratings came from people using the drive-thru service. We focused on the guest experience in the drive-thru to fix the problem.

PROBLEM: 16% negative rating on “Was your order complete?”

• We ran a query selecting “No” on the question. We read the comments on the surveys generated and found that 67% of the negative responses were due to the guests not receiving a cup of dressing for their salad. The other 33% of the negative responses were due to customers not receiving requested sauces. We focused on ensuring that each salad received a dressing and requested sauces were included with each order. Problem fixed!

PROBLEM: 15% negative rating on our fried product.

• We generated a report using surveys of only people that had given this area a negative rating. We took a look at the “Overall Breakdown Report” and noticed that most of the negative ratings had been given between the hours of 5:00 – 8:00 PM. We discovered we had an evening supervisor with an attitude problem. Once we addressed our findings with this individual, the problem went away.

PREFERRED POINTER:

In a lot of cases, problem areas are not the result of the actions of several but rather only one or two individuals that have had a negative impact on a large percentage of your guests. Use the Preferred Feedback system to help you get to the root of the problem area before you have yet another crew training session that uses up a lot of valuable resources including your and your team’s time. You will be much more effective, and save yourself and your crew a lot of frustration, if you can identify the source and focus on that.

Please don’t hesitate to contact us if you have any questions on generating or running a query on reports. You have a powerful tool at your fingertips and we want you to be in a position to realize all of the many benefits!