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The Zonka Feedback Blog

Feedback Management, Feedback Trends, Feedback Technology, Data & Analysis, amazing Survey Tips & New Features at Zonka

The Importance of Collecting Customer Feedbacks On-Premises

The Importance of Collecting Customer Feedbacks On-Premises

'Customer is King'. While this adage is true for all businesses; it assumes an ever greater significance in service-based industries like restaurants, hotels and more. If your business isn't selling something tangible, you are likely to rely entirely on what your customers think and feel about their experience while and after receiving the service. At restaurants, for instance, service is paramount, sometimes as important as the food itself. Patrons are likely to pay more for better service and ambiance. Fine dining restaurants are a living proof of this premise. This, undoubtedly, holds true for all customer-centric businesses like hotels, spas and salons, retail sector, banks, healthcare centres and more. Considering how important customer experience management holds for your business, getting timely and relevant information, and customer feedback about services is crucial. It not only helps in getting insights into customers' feedback and general vibe about the business, but also provides great inputs for improvement - a peek into what's working and what's not. Armed with this information, you can then tailor your offerings to suit the customers even better and maximize the satisfaction levels of your customers. The emphasis now falls on collecting this information, which may be done in one of several ways. Some popular ways of capturing feedback are pen and paper feedback forms, SMS surveys, feedbacks via websites and emails, verbal feedbacks by managers, and even IVR feedbacks. While each of these methods has its pros and cons, we, at Zonka Feedback, believe that on-premise feedback - it's relevance and impact is…read more
Why you should consider switching to an On-Premises Feedback System

Why you should consider switching to an On-Premises Feedback System

Getting to know what your customers think about you is an essential for the long term growth and strategy of your business. Only when you know yours customer’s opinions, their likes and dislikes, can you tailor your offerings to give them the perfect experience and make them wanting to come back again and again. The matter assumes even more importance in service related businesses, for instance in restaurants or hotels, since they do not have any must-have product to fall back on, and are instead dependent entirely on their customer’s reviews and ratings. It is no surprise then, that most of the restaurants ask their customers to fill in a feedback form after they have completed their meals. The restaurant managers consider this a part of their daily routine, and more often than not, these collected feedback forms get filed up in thick volumes, never to be seen again. Hardly any analysis is done with feedback forms submitted over paper, in most restaurants. Customer feedback in restaurants and other businesses assumes a lot of more importance if you consider this. The second and much more worrying issue with these paper based feedback forms is a delay in addressing the guest’s complaints. An angry guest walking out of the restaurant can do more damage than you may think. The rapidly expanding social media is becoming a serious threat to restaurant owners by providing a platform to disgruntled customers to vent out their anger in public domain. And the spiraling effect of social media networks, wherein a…read more
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