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What To Include In A Restaurant Customer Feedback Form?

In the hospitality business, customer service and feedback are paramount. According to Microsoft’s Global State of Customer Service, 90% of customers see customer service as necessary when deciding whether to go for a brand or not. As a restaurant owner, you must ensure your customer service is up to the mark. Restaurant customer feedback forms are a way to discover how your customers find your restaurant services and help improve them over time.

With the rise in internet and social media usage, many people post their feedback on open public platforms. Around 36% of people actively share their feedback openly on public platforms. In a world with a constant flood of information and public feedback, collecting direct feedback through your own feedback form can do wonders for you. Restaurant customer feedback not only helps you understand your customer demographic but also helps you drive your marketing strategies in a better way. When you collect direct feedback from your customers, you can post the ones you find the most interesting on your social media yourself and stay ahead in the game. This blog discusses different methods and tips for designing a restaurant customer feedback form.

Restaurant customer feedback options in a form.

What To Include In A Customer Feedback Form?

A customer feedback form can be designed in a variety of ways with different types of questions. Mainly, customer feedback forms include questions asking for

  • Customer name
  • Contact detail such as phone numbers & email addresses
  • Personal detail dates like birthdays, anniversaries, etc.
  • Questions asking to rate food or service.
  • Open comment box for suggestions & feedback

Key Parameters For Customer Feedback

1. Customer Satisfaction Score (CSAT)

A Customer Satisfaction Score (CSAT) is a straightforward measure of customer satisfaction. You have to ask simple questions like “how satisfied were you with your experience?”. Customers can answer these questions on a survey scale of 1 to 5. The total of all the positive responses is divided by the total number of responses multiplied by 100 to calculate CSAT. The resultant number is the overall percentage of your satisfied customers.

2. Net Promoter Score (NPS)

Net Promoter Scores (NPS) are customer satisfaction, enthusiasm and loyalty measurement method. In this method, you ask customers questions like “how likely are they to recommend your restaurant to others?”. Aggregate NPS aids restaurants improve their customer service, quality and support. They help track customer loyalty and business growth over time. High NPS indicates a loyal customer base who can act as an evangelist for your brand. 

A form can include both CSAT and NPT measurement methods in a single restaurant customer feedback form to get the best results. 

Restaurant customer feedback from sample.

Tips for Designing Restaurant Customer Feedback Form

1. Customer Demographics

Knowing and understanding your customers is of utmost importance for any business. While designing your restaurant customer feedback form, consider asking them questions like how old they are, where they live, and what they do. This information helps you in your marketing and strategising efforts

2. Number & Statistics

Statistical questions show you recent trends and receive insightful numbers. These questions can be answered on a pre-decided scale. It can include questions like how often they visit your restaurant, how important are specific amenities to them, which platform they prefer to get regular updates etc. Including these statistical questions will help you align your business with these trends and gain more recognition in the market. 

3. Quality of Food & Services

Food is your selling point. Therefore, the most critical section of your restaurant customer feedback form is the one which questions the customers about the quality of your food and services. These questions can help you know how your customers are responding to your offerings and how you can improve upon them. 

4. Discovery Questions

Discovery questions are an exciting section of any feedback form. It includes questions that help you discover how the customer found out about your restaurant, what you can have on your menu and services etc. Customers can choose from some pre-set standard options.  

5. Open-Ended Remarks

It is excellent to keep multiple-choice questions for better data analysis. However, one of the most important aspects of any feedback form is to leave space for remarks. Keep an open-ended question in the end where customers can add any other comments or suggestions for you.

6. Conversational Language

It is crucial to use conversational language in a feedback form. To get genuine answers, answering a feedback form should feel like having an easy conversation with someone. You should avoid using complex words, industry jargon and abbreviations. Keep the feedback form as you want to keep a conversation natural and easy.

7. Short & Simple

Everything aside, keeping the form short and simple is one of the essential elements of a feedback form. A long and complicated feedback form can annoy your customers. A short and straightforward form increases your chances of engaging customers and receiving more responses. Use easy and specific words that make each question quick to understand. Take feedback on your feedback form to ensure it is short and simple for your customers before rolling it in public. 

Customer feedback options in a form.

We hope this blog helps you design your customer feedback form. You can also check out Petpooja’s Feedback Management System to easily know the customer’s review about your restaurant.

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Abeera Dubey
Abeera Dubey
Abeera is a freelance content writer at Petpooja.

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