It’s all about attitude. I choose to be thankful for a person that let’s me know about a negative situation they encountered at my business. This person is letting me know that they want to do business with me… maybe not under the conditions they experienced… but they want to do business with me and they are giving me the opportunity to address something that needs to be addressed. Statistics suggest that only approximately 1 in 20 people will actually complain about a negative experience. The person that is alerting me to a negative situation is helping us improve the guest experience for not only them but several other customers that may be experiencing the same situation.

Most people are somewhat surprised when their first Preferred Feedback mystery shopper results start coming in. It can be hard to look at criticism even when we have invited it. However, our attitude about the results and how we react to them will make all the difference in the positive impact you can make on your business. This is real feedback from real people and the results are an accurate portrayal of their perception of your business. Believe it! If you do and react accordingly, you will be on your way to better operations that impact all guests and the increased sales that will follow!

PREFERRED POINTER:

• Make sure any report you generate represents a minimum of 30 surveys.
• Use the negative response report to measure your operational effectiveness. Any question that lands in the “red zone” on a negative response graph report needs further investigation. If you look closer you will likely find the source.
• Look closer by running a query on a question in the red zone. Select to view a report using only the negative responses. You can view those specific surveys to learn more. You can also view an overall breakdown report that may narrow down the negative responses to a time of day, whether it was a drive-thru or  a dine in issue, etc..