Customer Surveys and the Ratings Feedback Loop

Create a customer feedback loop to improve ratings and reviews, and keep your customers coming back.

Scroll to explore

The Value of Ratings and Reviews

Customer ratings and reviews can have a significant impact on your business.

Whether good or bad, these reviews provide priceless feedback you can use to improve your overall customer experience. They allow you to recognize specific things that customers love, and those that need improvement.

Create a customer feedback loop

Smart business owners and operators are constantly monitoring their online ratings, reviews and conversations about their business.

They understand that positive restaurant reviews not only generate a great deal of marketing power and social proof, but they contain hidden gems of information about your product, service and atmosphere.

Improving Ratings and Reviews

If you’re not paying close attention to your online ratings and reviews, you are missing out on vital information that can help grow your business.

And if you’re not actively pushing those rating higher, you are leaving a lot of money on the table.

Using a WiFi marketing and analytics platform like Bloom Intelligence, you can proactively increase the amount of positive ratings on the major online ratings websites, while decreasing the amount of negative ratings.

This is done by creating an automated feedback loop as discussed below.

 

Using WiFi to Create a Customer Feedback Loop

Using Bloom’s advanced automated marketing suite of tools, it is quick and easy to create this type of feedback loop.

Here’s how it works.

Ratings Feedback Loop EmailBloom users create an initial message that is sent to their customers. This message will typically thank them for a recent visit and ask them to provide a rating of their experience – from one-half star to five-stars.

The message can be configured to be sent after a specific number of visits to your restaurant, so they do not get the message after every visit.

Then, a rating threshold is configured for which a follow up message will be sent.

For instance, if the threshold is set at 2 ½ stars, then if the customer gives a rating of 2 ½ stars or less, a follow-up message can automatically be sent.

In this case, the follow up message would offer an apology for providing anything less than stellar service and can include an incentive to get the customer back through your door for that valuable second chance.

The idea is to grab the customer’s attention and offer some kind of resolution to their issue before they get to an online ratings website.

If they know their issue is being addressed in a friendly and positive manner, they will most likely refrain from complaining online.

Over time, this will mitigate many negative reviews that would have been sitting online damaging your reputation for years to come.

Likewise, if the customer gives a good rating in the initial message, you can follow up with a message thanking them, and include links to your pages on Yelp, Google, TripAdvisor, or any other online ratings website.

 

Monitoring ratings feedback loop results

The Value of the Customer Feedback Loop

Over time, this will greatly increase the amount of positive ratings and reviews you have online.

Using Bloom, users can see all of their ratings for any given time period, along with any comment/review the customer added.

They can be sorted by the rating itself, or by date, customer name, or physical location (if you have more than one location using the Bloom platform).

By studying the ratings list, you can find hidden trends or operational issues you were previously unaware of.

Perhaps a good portion of your lower ratings commented that they purchased a specific item. If so, you can address that item.

Or perhaps your great ratings mentioned a specific person on your staff. If so, perhaps you could make that staff member a trainer for your new employees. The opportunities are countless.

It is important to remember that not all WiFi marketing platforms offer this type of advanced marketing feature.

Simply put, Bloom has been at the forefront of WiFi marketing for years, developing and improving the best WiFi marketing solution available today.

 

Using Reviews to Make Your Business Better

The first step in utilizing reviews to improve your business is to monitor and evaluate them consistently.

Monitoring ratings feedback loop for patternsOnce you are on a regular schedule of evaluating your reviews, you may begin to see patterns emerging.

When an issue is identified, good or bad, take swift action to improve it.

For instance, if you are seeing consistent positive comments about a certain product, you might want to feature it as a special.

Or, if you see consistent negative reviews about a certain item, you could try modifying it, or removing it from your inventory altogether.

Improving Customer Ratings and Reviews

Perhaps you notice positive comments about the cleanliness of your front-of-house.

You can use those reviews in your marketing to tell the world what other people are saying and experiencing.

If, on the other hand, you notice consistent comments about uncleanliness, you can begin paying more attention to keeping your public areas clean and clutter-free.

Responding to the Reviews

It is also very important that you respond to your reviews. This makes Bloom’s automated feedback loop even more valuable.

If the review is great, thank the reviewer and tell them you hope to see them again soon.

If the review is positive, but not glowing, try to see if you can spot something that would have made their experience better.

Responding to negative reviews is also very important.

Your response to a negative review can actually influence and impress potential future customers.

Make sure to respond in a positive tone and provide an effective solution to the issues that caused the negativity.

This shows that you are actively listening to your customers and that you are committed to making things better.

And Bloom automates the process completely.

 

“Fantastic personalized customer
experience. Definitely a big help
with the growth of our business.

Discover Bloom Intelligence

These are just a few examples of using customer reviews to make your customer experience better – the options are endless.

By monitoring and evaluating your online reviews and conversations, and then taking action based on them, you can keep your business top-of-mind of your local consumers, build that five-star reputation, and watch your business bloom.

Get a head start on your competition. Contact us for a free, no-obligation platform demonstration. See exactly how Bloom Intelligence can make your customers happy and drive your business growth. Call us at 727-877-8181 or click here to schedule a free demo. We’ll show you how easy it is.

 

WiFi Marketing FAQs

What is WiFi Marketing?

WiFi marketing is a marketing technique that uses guest WiFi to collect & clean customer data such as names, emails, phone numbers, customer behavior, and demographics. This data is used to personalize marketing campaigns to increase customer loyalty, build online reviews, and save at risk customers. The performance of every campaign can be tracked down to the tangible ROI of a customer walking back in your door.

Why are WiFi Analytics Important for Effective WiFi Marketing?

WiFi Analytics is the process of collecting and analyzing anonymous data from WiFi-enabled devices through WiFi access points. This provides key performance indicators (KPIs) such as dwell times, frequency, and other advanced location analytics for physical locations. Once a customer opts into the Guest WiFi landing page their individual presence analytics are associated to the customers profile. This process enables WiFi marketing platforms to track the performance of all campaigns sent to customers down to someone walking back into their door.

How Are Customer Profiles Built with Smart WiFi Marketing?

A customer profile is a description of a business’ customers typically stored in a company’s customer relationship management software (CRM). It includes demographics, behavior data, zip codes, birthdays and customer contact information, such as email address or phone number. Enterprise WiFi marketing solutions automatically build customer profiles for physical locations by combining customer data from multiple different sources such as your Guest WiFi landing page.

What is Remarketing with WiFi?

WiFi Remarketing allows business owners and marketers to send targeted advertising and behavior-driven promotions to people, via online advertising and email marketing, to customers who have logged into your guest WiFi.

The Power of Bloom Intelligence

Optimize title=

Optimize retail &
business operations

Track title=

Track attribution of
customer campaigns

Trigger title=

Trigger marketing
campaigns based on
marketing presence

Measure title=

Measure the health
of corporate & franchisee
locations

Compare title=

Compare locations or
group of locations to
quickly identify opportunities
or threats

Are you ready to grow
Your business and
improve you ratings
and reviews?

If so, find out how Bloom Intelligence’s WiFi analytics
& marketing platform measures offline customer
behavior and builds customer loyalty.

It’s time to start leveraging your guest WiFi to gain
a competitive edge. Then watch your profits grow.

Get a Free Demo