Servers - restaurant front-of-house staff
Diners - restaurant customers who rate and review
Employers - restaurant owners/management
We found the following observations important:
Significant amount of Diners (out of survey) want to rate the Wait Staff separately from the restaurant.
Some Diners consider tips as the way of giving a feedback to Wait Staff. Others believe that amount of tips shows the customer generosity rather than a message to the Wait Staff. Wait Staff shares this opinion.
Diners want to rate different sides of experience: service, food, noise, decor, etc. "What if the service was awesome but the food was not, or vise versa?"
Source: customer surveys, online reviews and articles
Consumer Review Platforms (Yelp, Zagat, TripAdvisor, Google Places)
Restaurant Payment Applications (OpenTable, Dash, Velocity)
Allows user to find a restaurant, add the person who served you recently, and provide a feedback.About Grate App
The App was launched about a year ago and it is still empty. Diners are not willing to fill out the information themselves. So do Restaurants or Servers.
Diners review the service outside of the restaurant, as a result, users do not remember details (Server name) or do not feel a strong desire to provide any feedback.
How to encourage the customer to make a feedback inside the restaurant, right there experience is happening?
How to connect Diners with Servers in the digital space but make it seamless and unobtrusive way?
Payment applications (OpenTable, Dash, etc.) or contemporary POS systems (Square) allow to link Server to the transaction. That is the best time and place to request customer feedback on the service. Moreover, that would put feedback closer to tipping, another way to demonstrate customer satisfaction.
The feedback is optional. At any moment customer is free to pay and leave.
Check and tips
Rate or skip
Comment or skip
Make a payment
Another touchpoint that extends experience out of the restaurant space and provides the opportunity to connect in social media space. Contains the thank you message, the last transaction or check details, the direct link to the restaurant social media account.
Limitations: for registered users only.
The project was initiated as an CX exercise and extended into the customer validation stage.
Initial idea and concept refinements
Prototype development and visual treatment
Customer research and customer validation
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