INCREASING SURVEY

RESPONSES
Guest feedback is important! Survey responses, specifically, provide data that enables us to make changes and
celebrate improvements. Experience suggests that 30 surveys per month is a good target for the best data sampling.
Here are a few suggestions for increasing your user response rate.

 Example:
MAKE IT PERSONAL
- “Thank you for visiting us, Joe! My name is
While asking a guest to provide feedback:
Nicole. I’d really appreciate it if you’d let us
 Make eye contact. know how we did today by completing this
 Use your name and the guest’s name (if available). survey.”
 Show genuine interest in getting their feedback.

 Explanation:
BE ATTENTIVE
- If a guest has an issue or concern in the
Watch and be aware of what guests are experiencing in
restaurant, better for you to resolve it there than
your restaurant.
for the guest to leave unhappy and then voice
their concern via an online review or guest
feedback survey.

 Tip:
ENGAGE WITH YOUR GUESTS
- If a guest requests to be contacted via the
As you complete table touches, encourage guests to
survey, respond within at least 24–48 hours.
share their feedback via the survey.
When guests take time to share feedback, we
should respond as quickly as possible!

 Tip:
MAKE IT FUN
- The SMG system’s proprietary technology
 Promote friendly competition among the navigators.
ensures you receive the best sampling of survey
 Monitor surveys completed during various shifts and
data, as it screens out invalid responses.
offer incentives to encourage team members to
solicit and earn more feedback.

 Tip:
CELEBRATE FEEDBACK
- Hang celebration alerts in the back of the
Discuss all feedback—both positive and negative—with
restaurant. This helps promote a recognition
your team.
culture.
 If a team member is mentioned in the celebration
alerts, be sure to share that with your team and
show appreciation.
 If a negative survey is received, share that and
discuss with your team what could have been done
to improve the guest’s experience.

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