Before Presto, it seemed like an impossible task to increase the number of surveys we were receiving. We tried everything from incentivizing Yelp reviews to customized guest comment cards. Nothing worked.
Currently there are a few options commonly used when it comes to collecting guest feedback:
Insights from Customized Guest Surveys & Actionable Data
Upon payment through the Presto terminal, guests fill out customized surveys, which yield a higher volume of feedback and provide granular transaction data as well as integrated guest satisfaction results. Before the integration of the Presto terminal, Craftworks was receiving less than a 1 percent completion rate on surveys. After the Presto tablet was deployed in the restaurant, Craftworks started receiving a 60 percent completion rate.
Traditional survey methods simply do not cut it for today’s restaurant operator, who demand better quantity and quality from their guest feedback.
Saved Labor Hours
Since servers are one of the most important assets in delivering a memorable dining experience, identifying and retaining the best servers are vital to maintaining a consistent competitive advantage. Craftworks was able to utilize the massive increase in guest feedback data to accurately identify the best staff members and provide operators with the ability to make staffing decisions based on consistent and accurate data. The best staff are rewarded with the best shifts, larger table sections, and both the guest and the business win. In the end, Rock Bottom was able to save 27 labor hours a week and ultimately aims to save 36 labor hours a week.
With tabletop technology, our team here at Craftworks has been able to receive valuable feedback from guests compared to traditional methods. We have been able to take advantage of this surplus of feedback to better employee benefits, revamp employee-performance based scheduling and make operational improvements to deliver more progressive and more refined experiences for staff.
Rock Bottom Long Beach was successful in operationalizing the Presto System and accomplished their ultimate goal of obtaining meaningful and tangible business insights through guests surveys. Leveraging the Presto terminal to receive more guest surveys, Craftworks gained valuable insights on server performances through guest satisfaction scores. Craftworks operators were able to reward high performing servers with the best shifts, as well as retrain poor performing servers.