Customer's feedback is the most authentic and honest sources to find the loopholes in any business. It used as an old age tool to further understand a customer’s need and also improve restaurant service and food to grow as a whole. And, therefore it is very important to translate those feedbacks into actionable tasks if you wish to stay on top ruling the restaurant business.
“As we are all in this business of earning profits and making new benchmarks in restaurants – we have to watch the constant change in the palates of the guests. Their feedback (whether positive, average or negative) is an indicator of the viability of our restaurant business,” said Chef Prakash Chettiyar, Executive Chef, JW Marriott Kolkata who has always worked on his menu and serving listening to his patrons.
Customer feedbacks also help when you are launching new products or menu and you have no idea whether it will be liked by your regulars. You can then do a customer check and ask for feedbacks while getting it on the permanent menu. market research you are conducting before the introduction gives you an idea of whether potential customers would be willing to try it, and can give you tips on how you can improve it. Last month, McDonald’s has introduced ‘Dosa Masala’ burger to its menu across restaurants in north and east of India as a limited period offer which was inspired by Indian taste palate.
The new Dosa Masala burger is made with a tasty and spicy grilled vegetable patty flavored with a mix of Indian spices, exclusively crafted by McDonald’s for its Indian customers to deliver the iconic taste customers know and love. The patty is topped with a tangy rasam sauce to give a burst of authentic regional flavors, and all that packed in a whole wheat bun topped with black and white sesame seeds.
“We are excited to bring Dosa Masala burger to our customers in north and east of India. We have a proud legacy of bringing authentic local flavors to our customers. McAloo Tikki is one such menu item that is very popular among our consumers here. With Dosa Masala, we are providing more options in the vegetarian menu, staying close to the Indian taste palate. At McDonald’s, we remain committed to develop products as per the tastes and preferences of our customers,” said, Ajita Saxena, Director – Marketing, McDonald’s, North and East India at the launch of the new menu.
Customer feedback helps ensure that the end product meets their expectations, solves their problems and meets their needs.
“Consumer feedback had always been our driving force since way back when we started. We started using Ipad based digital feedbacks way back since 2014, & have gathered enough consumer insights to make sure we act on it,” shared Gaurav Narang, Founder, Coffee Culture that has a policy of resolving each Offline and Online Reviews in maximum 24 hours. “Since 2014 we have been using digital feedbacks and everytime a customer rates us below 3 - an apology sms and email is sent to the customer and immediately - a notification is sent to manager and owner - and our team then instantly reacts on resolving the issue. Complains, Suggestions, Advice & Appreciation of each guest is always positively welcomed by each one at coffee culture and acted upon rightly,” he further added.